I'm not going to follow up on this. The examples I could come up with, outside that experience, would not be accurate recollections.

That company considered exactly that kind of experience to be one of their "trade secrets," and they were fairly well-known for "leaning into" customer mental models.

Even though I could legally discuss it, I won't. I feel they could use all the help they can get, right now, and I won't make things harder for them.