Jiaona Zhang
Watch What They Do
Inspired by Jiaona Zhang episode
Jiaona Zhang: observe behavior, not just words. Users say one thing, do another. Kids do exactly the same.
Your users say they want "personalization" and "better UX." So you build it. Beautiful dashboard, machine learning, the works. Then you check the analytics. Everyone's using the search bar.
It's like asking someone if they want a fancy coffee maker. "Oh absolutely!" They buy it, leave it in the box, make instant coffee every morning.
Or your kid—claims they LOVE screen time limits. Can't wait for bedtime. Says they're tired. But at 11 PM? Phone glued to their face like it's surgically attached. What they SAY is discipline. What they DO is scroll.
Watch behavior, not words. Your user's survey says five features. Their mouse clicks say one. That's your real roadmap. People lie in meetings. They lie in surveys. They never lie in the data.
Stop asking. Start watching. The actions? Those are the screams.
