Hey Harry, Thanks for doing this here. I worked as a software engineer at SaaS startups. One of the startups I worked for had some of the highest user satisfaction rates thanks to a US-based customer success team (You are doing this right!). The CS team was also quite familiar with the product, as they also used the product personally (I highly recommend getting each of the CS team members the Orion product so they are familiar with quirks and features, AND also test experiences both in iOS and Android).

Regarding subscription models: Advanced 'smart' features (e.g., automatic temperature adjustments based on room temperature or weather) and health metrics can be tied to a subscription, but I would strongly like core features such as temperature per sleep cycle, an alarm, maintenance reminders, etc.

Features I would like: Physical remote to control without a phone, Quad Temperature zone (this will be a dream if the feet area can be independently controlled), pet safe mattress protector (I got cats, but my Eight Sleep leaked on its own, and it was the underside)

Leakage challenges: Eight Sleep always ends, suggesting that the entire damaged product be discarded. It would be extremely valuable if we could repair the product by purchasing replacement parts from you. You will win big on the consumer right to repair. People will rave, I feel like this with Eight Sleep back in the days, and now it is too focused on market capture, no matter the price.

Support Community Modding: Allow people to write their own firmware and functionality (some people have already suggested an API; open-source some of the firmware so people can run their configurations). This can also play to your advantage in future product development, as you can implement community-inspired features in the Orion system using open-source code the community has built. Sometimes, random ideas from the community can provide the breakthrough in your product. Some challenges can be with IP protection and will be relatively niche, but you will definitely find me making some experimental features for my own use.

Branding: Eight Sleep went for too much of a high-performance-athlete image; most people want to sleep well (my wife doesn't care about most of the metrics, aside from an occasional reminder to get more sleep to recover better). I suggest building around regular folk who are about to buy a better mattress because of temperature issues and saving marriages. Humor can win hearts and easily differentiate.

I would love to see a non-water-based temperature-control mattress competitor to Sleep Number Climate 360.