Just realized a client's 'quick feedback' about our proposal flow saved me 40 hours over 6 months

They said 'your onboarding feels like filling out a mortgage application' and I swapped a 12-step form for a 5-minute chat, did anyone else have a client blunt enough to point out something you were blind to?

2 comments

2 Comments

nora7352d ago

Used to think clients just complained to complain. Then one told me my checkout was "like filing taxes." Cut it from 8 screens to 2. Changed my whole view on that.

kevin_murray882d ago

That "like filing taxes" comparison hits hard because it exposes the real problem nobody wants to admit. We all get so caught up in our own system design that we forget the customer doesn't care about our internal logic. I've seen devs fight to keep a seventh step just because it validates inventory in a way that makes accounting happy. But the customer? They just want to hand over money and leave. Cutting from 8 to 2 screens probably meant killing some sacred cows that were "necessary" for months. The real insight isn't just about checkout flow, it's about the arrogance of assuming our processes matter to anyone but us.