Practitioner pattern · Dan Layfield (Codecademy, Uber Eats)
Right after purchase, ask one open question about what was confusing
Yields 2-5 useful issues a week to fix in the funnel
Workedfeature-developmentpayments-checkout
What they did
Right after purchase, ask a single open-ended question such as 'Was there anything about the purchase experience that didn't work for you? Was it confusing?' or 'Were there any questions about this product you couldn't find an answer to before purchase?'. Combine with fresh-eyes walkthroughs (friends, UserTesting.com) and work the funnel bottom-up from the highest-intent users.
What happened
Not a flood of information, but two to five things a week that build intuition about funnel problems.
“I think a really good surveying technique is right after purchase. You get kind of like one shot at asking an open-ended question of like, was there anything about the purchase experience that didn't work for you?”
“you'll never get a flood of information through that, but you'll get like two, three, four, five things a week that start to like build your intuition around like what could be wrong in the funnel.”
Related topics
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