Wufoo was impressively one of the only YC companies where:

• Most people worked remotely
• There was no firing in its lifetime
• Very less employees (< 15)
• Acquired by Survey Monkey, on a 29,561% return to investors

First impressions

1. Where they land -> Home / Landing / Pricing / Register / etc

2. Their [first action], example:

   • Invoice tool -> their first payment received
   • Messaging tool -> their first contact / message

3. Enchanting Quality:

   • How unique they find it from other tools in the domain
   • Call to action -> how easy the navigation makes it to be
   • Overall Ease of use

• Recommend (study user - product relationship similar to real human relationships): [Relationship Study (John Gottman)]

Support Driven Development

What worked well for Wufoo:

• [No abstraction between devs and customers] given by PM -> letting devs handle the customer support to get direct feedback

• On customer support:

  • Asking for their mood regarding the issue -> improved the feedback exponentially.

• Interact around 8 hours per 6 weeks (1-2 hours every week for feedback)

Ease of Use

• Products must be simple for users, for them to actually use it, else features won't matter!

Now to reduce the knowledge gap, we can:

1. Train User forward:
   • Ex: Making use of docs ([Stripe] does this amazing well -> industry model for one of the best docs even now! )
2. Make Knowledge needed lesser:
   • Filter out useless / complex features or just abstract it out!
   • Better CTA on the complex features

Athrophies (optional)

Long User suddenly seemed to leave the platform, now this can happen if:

1. They're done with what they needed -> no hope
2. The spark is dying out -> they plan to shift to other platforms.

Always going with the assumption for 2nd case (something we can control):

• Wufoo makes a "Hey these are the new features since last time you left", which improved user's conversion and reviews.
• Even [Whatsapp] does it (on new features) in their status