Even though I knew what needed to be done, I was scared! We have millions of users, and while you can never please everyone, the worst case scenario would be to upset the active users who were currently happy with the product, and not improve, or even worsen, the experience for those who had previously tried the product and found it confusing.
I did months of usability testing, with a variety of cohorts, to help increase our chances of success, but despite the results being overwhelmingly positive, indicating our redesign proposal would be well-received and solve some current pain points, the closer we got to launch, the more doubtful and nervous I got.
Will people actually like it or were the results of my customer research a lie...?? 😬 😅
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