Rapport · Product case study
Fix the work before adding more product.
People were opening the app, but the workflow was not following them through the day. I traced where use stopped and changed what the roadmap prioritized.
The investigation
A focused look at the workflow to find friction, remove blockers, and validate with real coverage.
They started the visit.The product didn’t follow.
of observed conversations stalled at check-in
Three in four stalled at the greeting: 13 of 17 observed conversations never got past check-in. An app open was hiding a broken workflow.
How it works
A quick guide to the interactive flow on this page.
Dynamic contentClick each step to see a different part of the investigation.
The outcome
A roadmap grounded in the working day, not just feature usage.
- Clearer adoption signals
- More specific stage coverage
- A focused, next-step roadmap
Workflow blockers moved ahead of intelligence and polish. Five telemetry definitions made adoption and stage coverage more specific than an app-open count.
Key takeawayMeasure the real workflow, not just feature usage.