“I was expecting the button to be somewhere by the top, but I’ve searched all over and I can’t find it anywhere.”

That’s the gold mine spot – the problem happens, the user sums it up in a quick, perfect sound bite. It’s the quote you want to put in the report, the clip you want to show your team, the evidence that you need a design rethink. Keeping track of key moments like this is valuable, but when they’re hidden in 20-30 minutes of video, it can be easy to forget where exactly that sequence occurred…