“If TiVo had interviewed customers about how they program their VCRs, they might have gotten feedback that drove them to simplify the programming controls and missed the boat on creating the digital video recording industry. In fact, that’s exactly what the first attempts at improving the VCR looked like.[30] Compare that to asking customers about the time they missed the last 10 minutes of the final episode of Twin Peaks or the game-winning play in the Super Bowl — it’s easy to imagine how quickly (and emphatically) customers would’ve told you about the problems that inspired pausing live TV, recording by show name instead of time slot, and fast-forwarding through commercials.”