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Product event
Track key product events with a simple JavaScript snippet.
Research triggers · Customer feedback moments
Learn What Users Were Trying to Do
Talk to users after key actions like searches, failed tasks, or abandoned flows. Understand the job they were trying to accomplish.
2 to 5 minute interviewsWorks from events you already trackEvery interview is a real person
“I was trying to export my data, but I couldn’t figure out where that option was.”
What people say at this moment
Why it happens
Common Reasons Users Can’t Complete a Task
When users struggle to complete tasks, the underlying problem is often not obvious. Understanding the goals behind user behavior helps teams design better workflows.
Common causes include:
• the product doesn’t support the task users want to complete
• confusing navigation or workflows
• unclear instructions or product language
• missing capabilities users expect to exist
• product behavior that differs from user expectations
Learning what users were trying to accomplish helps teams improve product usability.
The gap
Analytics Show Behavior, Not User Intent
Product analytics can show what users did inside a product.
Teams can see:
• searches performed
• buttons clicked
• workflows abandoned
• tasks started but not completed
But analytics cannot explain what the user was actually trying to accomplish.
For example:
A user might search for something repeatedly.
Another user might abandon a workflow halfway through.
A third might attempt an action that fails.
Without understanding the user’s goal, teams are left guessing why these behaviors occur.
Timing
The Best Moment to Understand User Intent
The most useful insights come right after a user attempts to do something in the product.
At that moment, the user clearly remembers:
• the task they were trying to complete
• the outcome they expected
• what prevented them from succeeding
Capturing feedback immediately after a failed task, abandoned workflow, or search attempt helps teams understand the real job users are trying to accomplish.
Instead of guessing what users want, teams can hear directly from the people experiencing the product.
Key moments
Key Moments That Reveal User Intent
Many product interactions reveal what users are trying to accomplish.
Common moments include:
Search activity
Users search repeatedly inside a product.
Failed tasks
Users attempt an action that doesn’t succeed.
Abandoned workflows
Users start a process but leave before finishing.
Repeated attempts
Users try the same action multiple times.
Each of these moments reveals the gap between what users want to do and what the product allows them to do.
How to capture it
Capture Feedback When Users Attempt a Task
Instead of analyzing user behavior alone, teams can capture feedback right after key product interactions.
For example:
User searches for something
→ Invite a quick conversation
→ Ask what they were trying to accomplish
→ Analyze patterns across responses
Because the action just happened, users can clearly explain:
• the task they were trying to complete
• what outcome they expected
• where the experience broke down
These insights help teams understand user intent and design products that better support real workflows.
What teams learn
What Teams Learn About User Intent
When teams capture feedback after failed tasks or abandoned workflows, several patterns often emerge.
• users attempting tasks the product doesn’t support
• confusing workflows that prevent users from completing tasks
• unclear navigation or product structure
• missing capabilities users expect to exist
• differences between how users think the product works and how it actually works
Understanding these patterns helps teams improve usability, workflows, and product design.
Questions to ask
Questions to Ask Users About Their Goals
When users attempt a task, simple questions can reveal what they were trying to accomplish.
Examples include:
• What were you trying to do just now?
• What outcome were you hoping for?
• What made this task difficult?
• What did you expect to happen?
• What would have helped you complete the task?
These conversations reveal the real jobs users want to accomplish inside the product.
How it works
Turn customer moments into insights. Capture feedback as the event happens.
These insights often become clear when teams talk to users at the moment these events occur, while the experience is still fresh.
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Research trigger
Use events from tools like PostHog, Mixpanel, Amplitude or GA.
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Quick voice conversation
The event invites the user to a short voice chat with an AI interviewer.
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Themes and insights
Interviews are transcribed, analyzed and summarized into themes.
Frequent questions
Frequently asked questions.
Why is it important to understand what users were trying to do?
Understanding user intent helps teams design products that support the tasks users actually want to complete. Without this insight, teams may optimize features that do not match real user goals.
How can companies learn what users are trying to accomplish?
Companies can observe product behavior and capture feedback immediately after key actions such as searches, failed tasks, or abandoned workflows.
What is the difference between user behavior and user intent?
User behavior describes what users do inside a product, while user intent describes the goal they are trying to accomplish. Understanding intent helps explain why users behave in certain ways.
How can feedback about user intent be captured automatically?
Products can trigger feedback invitations when users perform specific actions such as searches, repeated attempts, or failed tasks. These conversations reveal the goals behind user behavior.
More moments
Other moments worth asking about.
Any product event can start a conversation. The research triggers page lists all ten.
Understand Why Users Stop Using a Feature
Talk to users when they stop using an important feature. Learn what they expected it to do and why it didn’t stick.
Improve Activation Rates
Interview new users who sign up but never get started. Learn what blocked them from taking the first meaningful step.
Fix Onboarding Drop-Off
Talk to users when they abandon onboarding or setup. Find out exactly where people get confused and why they stop.
Turn Support Moments Into Insights
Talk to customers when they contact support. Understand the deeper product issues behind support requests.
Capture Feedback When Issues Happen
Talk to users when they hit an issue, error, or failed action. Understand what they were trying to do and where the experience breaks.
Understand Checkout or Purchase Abandonment
Talk to shoppers when they abandon checkout or a cart. Discover the friction that stops customers from completing a purchase.
Understand Why People Don’t Upgrade
Talk to users when a trial ends or a plan change happens. Learn what’s missing when customers decide not to upgrade.
Discover What New Users Expect
Interview users right after they sign up or create an account. Understand what they’re hoping to accomplish before they even start using your product.
Ask at the moment it happens. Hear why while it’s fresh.
Free to start. Your first trigger takes a few minutes to set up.