From Support Tickets to Product Strategy

[Placeholder] Opening narrative — the moment recurring support tickets stopped looking like noise and started looking like a signal.

[Placeholder] How the investigation was structured — data pulled, conversations had, hypotheses formed and discarded.

[Placeholder] The reframing — what shifted when the team stopped treating it as an FAQ issue and started treating it as a discoverability one.

[Placeholder] Who needed to be convinced, what they cared about, and how the narrative was tailored without losing its spine.

[Placeholder] The principles that guided every decision — what they protected against and what they made possible.

[Placeholder] The exploration arc — directions tried, what each one taught us, and why the final shape won.

[Placeholder] The final design — how it works, what it replaced, and the details worth noticing.

[Placeholder] Quantitative and qualitative outcomes — tickets, usage, stakeholder response.

[Placeholder] Reflections — what generalises, what was specific to this context, and what I'd do differently.