support-mininglisted

# Support mining Users describe symptoms, in their own words, having already worked around the problem. This is the pass that turns that into something the board can act on — and the discipline that keeps it from becoming a list of the loudest complaints. ## Sources, and what each is good for | Source | Good evidence for | Systematically biased toward | |---|---|---| | Store reviews | first-run and pricing friction | the delighted and the furious, never the middle | | Support threads | reproducible defects | users willing to write in — a small, patient minority | | Crash clusters | the truth about stability | devices and OS versions you have most of | | Uninstall / churn signals | where value failed to land | nothing at all about why | **Name the bias in the report.** A finding from reviews alone is a finding about reviewers. ## The pass 1. **Cluster by user-described symptom, not by your guess at the cause.** "Photos disappeared" and "lost my edits" may be one defect or three; keep them separate until evidence merges them. 2. **Rank by `frequency × severity × recency`**, and show all three columns. A cluster ranked by volume alone buries the data-loss report mentioned twice. 3. **Attach evidence to each cluster** — verbatim quotes with dates, app version, device and OS where available. A cluster with no verbatim is your paraphrase, and you label it as such. 4. **Separate a defect from a missing feature from a misunderstanding.** All three arrive as "it does