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Every claim below was made in this piece, quoted word for word and numbered in the order the piece makes them, so you can read it there rather than take our word for it. The sentence above each quote is our reading of the claim, not their wording. Each quote was checked against a stored copy of the page at build time; where the two differ, the quote is the fact.
Their wordsI’ve learned over the years that shipping fast compounds exponentially only if you’re also learning fast. Otherwise, you’re just pushing volume (and many mistakes) into production, celebrating the wrong kind of momentum.
Our reading
Learning about users comes from direct contact with them, not from dashboards or support tickets.
Their wordsThis learning doesn’t come from dashboards, support tickets, or any of the other mechanisms we’ve developed as proxies for proximity to the people we’re building for. It comes from contact: watching someone use the thing you built, seeing how they react, and ensuring that directly informs what you do next.
Their wordsOur entire team takes the time to sit down and document our own experience using our product, feeling where things feel slow, confusing, or broken. It forces the entire team to feel what users feel in a way that no amount of analytics can replicate.
Their wordsThe temptation early on is to reach for the engagement dashboard, but data at this stage is sometimes a way of feeling busy while avoiding the harder question of whether what you’ve built actually works for people. The only way to know is to go find out directly, repeatedly, and on their terms rather than yours.
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The other pieces are the ones whose claims are worded most like this one's. That measures language, not agreement: they may argue the opposite.