Where momentum dies.
I walk a real product the way a customer does and write down what I find.
Spotify: the help path hides behind account chrome
Finding support is a thirty-minute maze; the help path hides behind account chrome.
1Password: the journey breaks when platforms do not share context
Help-center search is excellent; the journey breaks when platforms do not share context.
New York City: capability without access
Capability exists (inventory, schedules, programs); access does not. The product behind the product is tribal knowledge.