consumer products ultimately succeed because of how people feel about themselves using them, and how quick the tricks of past eras (ego analytics, surprise + delight, and hooks to appeal to our initial laziness, vanity, and selfishness in the first mile of a new product experience) are now being reimagined, but still hold true. - new agent experiences must yield a quick ROI on the time and data we are willing to give them. - onboarding must balance generalized value with personalized problem solving - new cohorts of new customers are different, and the onboarding that worked during your beta with early adopters won’t necessarily scale… nice to know in product land that some things change, and some things stay the same…