Reading drop-off without blaming the button
A high exit rate on one screen rarely means the control is wrong. Here is how we separate design friction from missing context and unfinished work.
Field notes
Practical writing from customer behavior work inside business applications—less theory, more of what we check when the numbers look odd.
Naming events so next quarter still understands them
Event names rot when each release invents its own vocabulary. A light taxonomy discipline keeps customer behavior readable months later.
Cohorts that respect how Korean SMEs actually buy software
Calendar-month signup cohorts hide procurement and training patterns common among mid-size firms. Cut the data the way buying cycles actually run.
What to bring to a behavior audit kickoff
Access, a short list of critical flows, and one person who can explain why a feature exists. That trio saves a week of guessing.
When journey maps should stay ugly on purpose
Polished diagrams invite praise. Messy maps that show real detours invite better product decisions.