Translation: Hey Engineer/Businessperson/Designer/Manager/Marketer, you’re not thinking about how the actual end-user is going to care about the product. It doesn’t matter if it takes half time or if the design language is super advanced, what the user cares about is what matters.
…night, I forewent the regular routines of Foundership (hack, sell, deliver). Instead, I did something I wish I’d done months ago. I opened up the big, ugly, virtual box of customer communications. I braced myself and went through every single complaint that customers had had and every single order that had been made to date.