User Trust Over Features: Why ATS Compatibility Became the Unexpected Priority for Resume Builders

Most product teams make assumptions about user priorities that don't withstand real-world feedback. This case study reveals that job seekers don't want flashy templates or complex customization—they want confidence that their resume will be recognized by automated applicant tracking systems. The deeper insight is that successful product development often comes not from building more features, but from listening directly to users and understanding the trust issues they actually face.