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Systematically discover your actual user base when it differs from assumptions
Product teams seeing unexpected adoption patterns
2-4 weeksWhat Success Looks Like
Clear understanding of actual user personas and their use cases
Steps to Execute
1
Notice disconnect between expected and actual user behavior
2
Start calling recent customers directly
3
Ask open-ended questions about their background and use case
4
Document patterns in unexpected user types
5
Adjust messaging and positioning based on findings
6
Double down on channels where real users congregate
Checklist
Customer contact information available
Call script prepared
Team members assigned to make calls
Pattern tracking spreadsheet ready
Marketing team briefed on findings
Inputs Needed
- Customer contact data
- Revenue/usage analytics showing unexpected patterns
- Time to make direct customer calls
Outputs
- Validated user personas
- Adjusted marketing messaging
- Channel strategy refinement
- Product roadmap insights
Example
“Developer tool company discovers their users are actually designers and non-technical people, completely changes their marketing approach”