> We balance what we see in our product feedback systems with what we hear directly Step 1. Use dark patterns to funnel users into using a product or service t

> We balance what we see in our product feedback systems with what we hear directly Step 1. Use dark patterns to funnel users into using a product or service they don’t want Step 2. Watch usage kpis go up Step 3. “Everyone says they hate this, but look at our kpis! Must just be a vocal minority” Move on to next thing