No-touch or unseen-touch on PLG?

UNSEEN-TOUCH FOR ME! PLG is not about 'build it, and they will come.' It's about 'understand them, guide them, and they will stay.' A good UI and an intuitive onboarding experience are essential - yes, but they are not the be-all and end-all of PLG. A successful PLG strategy is about understanding your users' journey – their needs, pain points, and what motivates them to hit that subscribe button. (I've shared my experiences here, https://open.substack.com/pub/pl...) What do you do with your PLG strategy?