Principal Design Session
Mode: Thinking
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What are you actually trying to solve?
Not what your brief says. Not what your stakeholders asked for.
The thing underneath that.
We're seeing churn but can't identify the cause — the data looks fine on the surface.
We're adding AI to our product but users don't seem to trust it. What are we missing?
Our support ticket volume is rising but CSAT scores haven't changed. I don't know what to make of it.