Everyone knows their churn rate. Almost nobody knows which screen causes it.

Every SaaS team I talk to can tell me their churn rate to the decimal. Almost none can tell me which screen loses people.

We've built a whole industry around measuring the outcome and almost nothing around understanding the cause. You know 40% of trials don't convert. Do you know what they were trying to do when they gave up? Which feature confused them? Which step they hit before they closed the tab and never came back?

Session recordings sort of help, but nobody watches 400 of them. Heatmaps tell you where people clicked, not what they were trying to accomplish. Surveys only reach the k who cared enough to answer, who are by definition not the ones who silently left.

So most product teams end up guessing. Smart guessing, informed guessing, but guessing.

I've been building an onboarding agent that walks new users through the product in their first session. It navigates the real product with them, explains things, answers questions as they come up. That part is useful on its own.

But the thing I didn't expect: the transcripts are more valuable than the onboarding. Every question a user asks is a gap in your UX. When twenty users ask the same thing at the same step, that's not a support issue, that's a design problem you didn't know you had.

We're still early and I'm running free pilots to get more data on this, but even the first ones surfaced questions the teams had no idea their users were asking.

Curious how others handle this. If you run product or CS, how do you actually find out where users get stuck? Or do you mostly go on instinct like everyone I've asked so far?