During my time at Y Combinator, I faced chaos, including a shopper threatening to quit due to an overwhelming order for 202 liter bottles of soda.

One of the first orders was from Dan, another YC founder, who ordered bananas but refused to accept them at delivery, leaving my shopper confused.

I noticed my friends were using Instacart without any persuasion, which was a new experience for me compared to my previous products.

The insight was to do 10-minute delivery while also building out the full stack of commerce, allowing us to run logistics and maintain better quality control.

Customers who receive assistance from associates tend to purchase more items compared to those who shop without help, largely due to the associates' ability to provide explanations, while Mylow helps customers who are unsure about their home improvement projects by providing step-by-step guidance and product recommendations.

In situations where customers are upset, my goal is not just to resolve the issue but to turn them into promoters of our product. For instance, when we had a bug in Atlas that affected legal documents, we quickly fixed it and ended up building a strong relationship with the affected founder, who became a valuable ally for us.

The invention of 1-click shopping eliminated a lot of friction in the buying process, addressing multiple customer experience 'paper cuts'.

When redesigning a checkout system, I learned valuable insights by observing users interact with checkout processes on other platforms like eBay and Amazon, rather than just our own product.

I got to know my customers very well, which helped me understand that photography was key for unlocking the marketplace.