---
id: "prereq-product-analytics"
type: "prereq"
source_timestamps: ["¶11"]
tags: ["analytics", "user-research"]
related: ["action-map-workaround-signals", "concept-customer-workaround"]
reason: "Without the ability to track user behavior and edge cases, a company cannot detect the first stage of a business model void."
sources: ["commercial"]
sourceVaultSlug: "hbr-seg-commercial"
originDay: 5
articleStem: "hbr-tier2-09-customer-workarounds"
sourceUrl: "https://hbr.org/2026/05/what-customer-workarounds-can-reveal-about-your-business-model"
sourceTitle: "What Customer Workarounds Can Reveal About Your Business Model"
---
# Familiarity with Product Friction and User Analytics

**Prerequisite:** The authors assume the organization can detect **friction** — billing exceptions, weird contract structures, unofficial integrations — implying baseline maturity in product analytics and user research.

**Why it matters:** Without the ability to track user behavior and edge cases, a company cannot detect Stage 1 of a [[concept-business-model-void]] (see [[framework-origins-of-voids]]) and cannot execute [[action-map-workaround-signals]].

**Related:** [[concept-customer-workaround]] · [[action-map-workaround-signals]] · [[framework-strategic-steps-void]]