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Triangulating the Truth - Aaron Sedley, Google
Mixed Methods
Changing Product Attitudes and Behaviors Is a Great Way to Measure Product Success
Google used to track customer satisfaction with hats. After a major re design of the product, they saw usage increase by severalfold. But attitudinal data showed people were really upset about something. That was right when we showed that we couldn't always trust the success of our products based on looking at users behavior alone.
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