Twenty years in B2B development and I never once needed to know what users do in my app. Someone in management buys the software, and people use it because they have to.

Then I built Edicek, a B2C product. For the first time, nobody is forced to use anything.

So three months ago I plugged in LogSnag, a tool that tracks events in your app. You log what users do, and it shows you when they registered, what actions they took, how often they come back, whether you're losing them.

What I saw was brutal.

90 percent of people who sign up in Edicek open the chat, type one message, and leave. Maybe they reply once to the answer, and that's it. They close the app and never open it again.

Part of this is fair. The mobile app has zero onboarding. I wanted to get it on the App Store, so I didn't prioritize it. You open the app and you have no idea what's expected of you. I knew that was bad. I just didn't know where exactly people stop.

Without the data, I would have guessed. Maybe the home screen is confusing. Maybe the save flow is broken. It's neither. It's the onboarding. People get into the app, have no idea what to do, so they type a message into the chat and leave. They never create a card. They never save a link or create a note, which is the core action the whole app is built around.

I don't have the solution designed yet, and that's fine. The point is that I now know exactly where to focus and what to iterate on. Not the home screen, but the save flow. The first minutes of a new user's life in the app.

One honest note on the tool. I don't use LogSnag anymore. I have enough data today and I know exactly what I need, so it was easier to build a custom solution. But if you've never tracked your users and you want a simple high-level view — how the app is doing, how many users you have, how they behave, how active they are — it's absolutely the best place to start.

Users are individuals, but as a group they follow one common pattern. You can't see that pattern from inside the app, and you won't find it in support emails.

Without data you're just guessing. With data you know exactly what's killing your retention, and what to fix next.