“talking to users is really interesting because you learn a lot about your app and how it's used especially for an app like that where the it's a utility that has a number of different applications right”

User interviews reveal power-user segments and use cases that product teams never imagine

Burner discovered through user conversations that some customers manage 50+ separate numbers for individual contractors — a power use case product never anticipated. This insight directly informed the 10-line subscription tier, which became a strong performer. Utility apps in particular have user workflows that are invisible until you talk to people.