Real examples of user interview transcripts grouped into patterns to help you understand what your customers actually need, struggle with, and expect from your product.
"I signed up and honestly had no idea where to start. Like, there was a checklist but it kept telling me to connect my CRM and I hadn't even set up a workspace yet. I ended up just closing the tab and coming back two days later."
"The first time I logged in I spent maybe 20 minutes just clicking around. I never found the template library until someone on Slack mentioned it existed. That should've been the first thing they showed me."
"Our Salesforce sync broke after we updated our custom fields in June. I submitted a ticket but it took like five days to hear back, and by then our team had just started copying data manually. We're still doing it that way honestly."
"We use HubSpot and the two-way sync just doesn't work the way I expected. Contacts update on one side and it doesn't reflect for hours sometimes. I've had to tell my sales reps to just ignore the integration for now."
"I didn't realize that exporting reports was a Pro feature until I tried to do it and got a paywall. I'd already presented to my manager that I could pull this data. It was embarrassing. That should be way more obvious upfront."
"We're a team of four but we got charged for eight seats because apparently view-only users count. I had to email support to figure that out. It's not in the FAQ anywhere, or if it is I couldn't find it."
"When I'm filtering a dashboard with more than like 3,000 records it just slows to a crawl. I've started doing my analysis in the morning before my team gets online because it seems faster then. That's not really a solution."
"Loading a project with a lot of attachments takes forever. I timed it once — 47 seconds. My manager saw it and asked if something was broken. It makes the whole product feel unreliable even when the data is accurate."
"There's no way to leave a comment directly on a specific data point. I have to take a screenshot, paste it into Slack, and explain what I'm looking at. My team is remote so that back-and-forth kills a lot of time."
"We needed to share a filtered view with a client without giving them full access. I couldn't figure out how to do it so I just exported a PDF. They wanted to interact with the data though, not just look at a static file."