Do You Know How People Are Using Your Product?

Your Usage vs. Your Customers' Usage

You and your employees may be using your product — but are your customers using it in the same way? This connects directly to knowing who you are building for. Winning founders understand their customers deeply.

Are the features you think are most important the same ones your customers think are most important? These can diverge surprisingly quickly.

Proactive vs. Reactive Product Decisions

STEEZY uses their customer support tickets to directly inform their product roadmap — turning reactive support into proactive product intelligence.

If you are dogfooding your own app, you will identify clunky UI/UX sooner and be able to prioritise fixes before customers have to work around them.

Being able to proactively tell a customer:

"In our latest release, you can now save your most common view — you don't have to click this sequence of buttons anymore. It should save you 5 minutes every time you log in."

...builds trust that you understand their problem. Solving a pain your customer may not have even articulated yet goes a long way.

Using Data to Understand Your Customers

Look at quantitative data whenever possible:

• Who logs in, and when?
• Which pages do they spend the most time on?
• What actions are they taking?
• Where do they get stuck or lost — and then log out?

Cohort Analysis

Grouping users into cohorts to track trends is extremely valuable. You can segment by:

• When they signed up
• Industry
• Plan type
• Any other dimension that gives you useful signal

Quantitative data from cohort analysis is often more reliable than anecdotal feedback, and helps you spot patterns you would never see by talking to users one at a time.