CX Reviews
A recorded walkthrough of a real product's experience, end to end. The friction log at full length, on video.
1Password Has a Great Product. Their Customer Journey Has a Problem.
I've been a 1Password user for years. So when I decided to audit their customer experience end-to-end, I wasn't going in cold. I was going in as a customer who actually cares.
CX Review: Spotify: Support Journey
Teardown of Spotify's customer support experience with friction findings and orchestration opportunities for immediate improvement.