Customers Remember the Peak and the Ending. A Diary Study Catches the Rest.
Interviews capture what customers remember; a diary study captures what actually happened. How to choose a logging method, size the study, set incentives, and read entries while they still matter.
Bundling Works When Customers Disagree About What Things Are Worth
Microsoft's Teams case, two economics papers and Disney's churn data explain when a product bundle earns its keep, what it hides from you, and five checks to run before you package anything.
The claim that 80% of people who accept a counteroffer leave within six months has no traceable study behind it. What the real data says, and the questions a product manager should answer before...
Customers judge an outage by what they read while it lasts. Seven places incident communication breaks down, and the parts a product manager should own before the next one.
Most release checklists grow one incident at a time until nobody reads them. What aviation, surgery and Google's launch engineers learned about short checklists, and how product teams can cut theirs.
A survey told Intuit that half of Quicken's users were businesses. Only going to watch them explained why, and the answer became QuickBooks. A case study in contextual inquiry for product managers.
