I think it was all of thee above.

We are a messaging tool, so we obviously use our own product to talk to our users. Typically if people are getting stuck, we hear about it multiple times a day when people write in and we know it’s something we need to address.

We also use Fullstory, which lets us see first hand when users are having a hard time or getting stuck. Monitoring Fullstory has been a great way to quickly identify and push fixes for sticky points. Side Note: It’s really humbling when you think you built this great thing, and then watch your first dozen users fight to get through it. Since we started using Fullstory I’ve made it a point to make sure I watch at least an hour of sessions weekly.

As we make all these changes, we track against internal numbers to let us know if things are improving or not.