key questions answered

Are your customers aware of your in-product messaging? Do they recall seeing it?

Do they engage with it? Why or why not? If not, what would get them to use it?

Is the content useful to them? What would make it more useful?

If they need help using your product, where do they look? How effective are those resources for them?

paradoxes approach

  • Usability research
  • Over time journaling
  • IDIs
  • Quantitative surveys
  • Triangulation of research data and product telemetry data

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