Challenge
Many of the most important product problems did not arrive as clear product requests. They showed up as repeated confusion, trust gaps, technical issues, and support escalations.
Approach
- Tracked recurring issues across chat, phone, and social channels instead of treating them as isolated tickets.
- Grouped user feedback into patterns so repeated pain could inform improvement priorities.
- Worked with internal teams to escalate root-cause problems and improve resolution speed.
Results
- Built the habit of grounding product decisions in repeated user pain rather than loud one-off requests.
- Improved customer experience by identifying recurring issues and working with internal teams to resolve them.
- Formed the support-informed discovery mindset that still shapes how I frame product problems today.