What counts as a touchpoint
gretpryt defines a touchpoint as any place a prospective buyer meets category meaning: homepage hero, analyst brief, product demo, security questionnaire, onboarding email, peer review site, or sales follow-up deck. Observation is timed watching with a notepad — not a vibe check after a quick scroll.
Pair observation with your decision-maker map. A security lead’s first touchpoint may be a trust center; a champion’s may be a webinar. Different roles, different leaks.
Observation protocol
- State the role you are simulating and the job they are trying to do.
- Move through a realistic path without skipping to the “good” page.
- Note moments of clarity, jargon fog, contradiction, and missing proof.
- Capture verbatim UI and copy lines that create doubt.
- Separate what you saw from what you infer.
Claude passes on observation notes ask: if a skeptical buyer read only this page, what would they distrust? That question prevents teams from celebrating clever headlines that confuse committees.
Where meaning usually leaks
Common leaks gretpryt documents: homepage promises that demos cannot show; case studies that hide failure modes; pricing pages that force a sales call without explaining structure; handoffs where marketing language dies and sales improvises. Each leak is a candidate for purchase decision friction analysis.
Observation without interviews is incomplete; interviews without observation romanticize memory.
Feeding synthesis
Tag notes by role, stage, and artifact type. When the same fog appears across competitors and your own assets, you have a category language problem. When fog is unique to you, you have a positioning or proof problem. Either way, move into qualitative pattern synthesis before rewriting claims.