Human behavior is predictably irrational—use it

People make decisions with lots of emotion. We are present bias. We over-weighed our present selves. We follow social norms. But the good news is that we do these things in predictable ways. And once you understand how and why people behave, you can start to change it.

When you hear somebody's story and it seems irrational, nine times out of 10, it's because you don't have the rest of the story. The context makes the irrational rational.

80% of people that review their games actually do so after a win. And that's really counterintuitive to when we initially built the feature. We thought that people would want to use it after losses.

I think when you're running a marketplace, you tend to sit in your ivory tower a little bit looking at stats and thinking, 'If only we could get people to do X, it'd be better for everyone.' I certainly did that in my career. I think that's missing the point that we're humans, and I think sometimes we act in ways that are non-deterministic or counterintuitive.