Nathan Latka

Ah!

Then there's this one.

This is a scheduling app that looks like a movie theater seating chart, and I'm very confused about it.

I'm not sure if I'm scheduling with someone what I'm supposed to do here.

Here's another one.

Netflix was like, because you watched Coco, would you like to watch Coco?

Yes, that seems right.

I'll just watch it again.

If I'm five, maybe, fair.

But this is on my adult Netflix account.

And then shipping method, free shipping or free shipping two?

Which one would you like?

These are easy to find.

I actually have a whole database of these because I'm a UX person.

There are tons of things in your app that just don't work well.

And when your roadmap doesn't account for those, people start churning because they get frustrated because somebody scrappier and newer comes out and creates something better that feels less hard.

If you don't solve that one core problem well, it doesn't matter what other features you have.

But how do you know what things to solve?

Well, that's where your untapped resource comes in.

Surprise, it's customer success.