Product insights, best practices, and stories from the world of user feedback.
The Interview Mindset Customer interviews aren't surveys delivered verbally. They're conversations designed to uncover what you don't already know. Good interviews: Start open, narrow progressively Follow the customer's thread Probe …
The Knowledge Problem Every company has learned things about their customers. But that knowledge exists: In people's heads (leaves when they leave) In scattered documents (unfindable) In old research (undiscoverable) …
The Chatbot Temptation When AI capabilities exploded, the first impulse was obvious: put a chatbot on everything. Chat interface, LLM backend, call it a product. The results have been disappointing. …
A Simple Model for Feedback Management After years of struggling with scattered feedback, we developed a four-step framework that makes feedback management tractable: Capture → Analyze → Store → Share …
The Problem With Text-Heavy Communication Product teams communicate primarily through text: PRDs are documents Research reports are documents Strategy decks have walls of text Feedback analysis produces summaries Text has …
The Perfect Information Trap Junior PMs often delay decisions waiting for more data. Senior PMs know that "more data" is a mirage—there's always more to learn. The skill isn't having …
The True Price of Disorganization When feedback lives in 15 different places, the obvious cost is time spent searching. But that's just the surface. The real costs are invisible: 1. …
What Is Jobs-to-be-Done? Jobs-to-be-Done (JTBD) is a framework for understanding why customers buy products. Instead of focusing on customer demographics or product features, JTBD focuses on the underlying "job" customers …
The Research Bottleneck In most organizations, user research funnels through a small team (sometimes a team of one). Everyone wants insights, but only a few people can produce them. The …