PALLAS CATENELLA WEST · SENIOR UX RESEARCHER


CASE STUDIES
The Trouble with Frictionless
Why almost nobody finished setting up a new product, or paid for it when the trial ran out
never started setup

Being Right or Being Fixable
Which matters more to users when AI is setting up their account?
new customers reaching value early

Hiding in Plain Sight
How a third of our users stayed under the radar, and what it took to spot them
of our users were agencies, invisible in the data

Features are Hard to Kill
Building a scalable sunsetting framework
features sunset in the previous 6 months
