Watch what users do, not what they say

People lie on surveys all the time for a variety of different reasons, but no one lies to Google because it's transactional. If I lie to Google, I'm not going to get what I want.

Watch new users. Simply watch users and see what they're doing. And if they're not doing what you expect them to do, then ask them why, because this why is the one that is going to make your product successful.

We're very good at answering them. Your brain will come up with a fast answer, but that answer doesn't necessarily reflect your behavior, and it misses context and nuance.

Product people are in the business of changing behavior, understanding and changing behavior.

Now News Feed was an easier case than people suspect. Everyone was outraged at the same time as they immediately doubled their usage of the product.

Bitchin' ain't switchin'. Just because people bitch about something doesn't mean they're going to do anything about it.