There are few things we love more than understanding how people are using Thumbtack. Whenever possible, we use direct interactions with our users to learn about their experience. We perform usability tests, in which members of our design team will sit down with a user, ask them to do something on Thumbtack, and watch how they accomplish it. We call users to ensure they’re having a good experience, and ask them for ways they think we can improve. And users who have trouble with a part of the site will contact us directly.
These interactions provide us with great information on a micro scale: the experience of one user using one particular part of our site.