Notice the friction. Then question it.
When the same complaint keeps appearing, we pay attention. But a complaint does not tell us who would buy a solution. First we check whether the problem appears elsewhere and where the people experiencing it look for solutions. A small product experiment can then test whether they use the result.
Verify what could change the decision.
Some questions can kill an idea: does this happen often, who solves it today, and can users discover a useful alternative? We check those first. A longer reading list is no substitute for an answer.
Keep the commercial question open.
A visit or install is not useful usage. Useful usage is not payment. Choosing a paid option, completing a payment and returning to use the product each tell us something different. We measure them separately, with a source and a time period.
Working draft. Not a report of customer results.
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