Snowflake built a completely new UI, with amazing new capabilities, but early feedback revealed a concern that it felt slow to customers. To address this issue, we had to deep dive into specifically what customers meant by understanding which moments felt slow to ensure our efforts would be spent in the right places.

What we learned surprised us. We’ll discuss all the various meanings and moments customers meant behind the word “slow.” We’ll also share some tricks we learned along the way for collecting feedback from customers. And finally, we’ll share how we individually addressed each and every one of the different moments customers were describing, with each implementation often having wildly different solutions.