When users aren't behaving as expected
You're hearing one thing in interviews and seeing another in the product. Conversion is uneven, onboarding feels off, and the team is debating which user to listen to.
- Positive interviews, weak activation
- Repeat feature requests with no follow-through
- Power users who don't look like your ICP
- Churn that resists feature fixes
We design and run a structured customer discovery program — founder-grade interviews, behavioral observation, and language mapping — to surface the jobs your users are actually trying to do and the friction they've quietly accepted.
- A clear picture of who your real users are
- The motivations and frictions behind their behavior
- Decision-ready themes, not transcripts
