The difference between what and why.
summary
Worked on 20+ apps and reports concrete findings: six of six participants miss a reply flow, analytics show toggles but interviews reveal reminders used as a QuickStart, farmers request copying notes, a user needs a timer with a ten‑minute delay for -20°C installs. Runs ~20 hours of user tests to surface a four‑year bug. Recommends face‑to‑face tests (6–8 users, ~45 minutes), guerrilla usability test (~15 minutes), and a support‑route + Google Form to capture high‑response feedback.
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