04/20/2026
Customer feedback is a symptom, not a diagnosis. 🩺
Your customers don’t describe root causes. They describe discomfort. “Make the dashboard simpler” isn’t a problem statement. It’s the trace the actual problem left behind.
❌ The trap: you take the request at face value. You simplify. The real issue was that the dashboard measured the wrong things. You just made the wrong things easier to see.
💡 The diagnostic step: when a customer tells you what they want, ask why. When they tell you why, ask why again. Keep going until you hit something they didn’t say out loud. That’s where the actual problem lives.
This is why good doctors run tests before they prescribe. Your customers are describing what hurts. Your job is to figure out what’s wrong.
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