Product insights, best practices, and stories from the world of user feedback.
What Is a Feature Factory? John Cutler coined the term "feature factory" to describe product teams trapped in a cycle: Stakeholders request features Teams build features Features ship Nobody measures …
The Feedback Graveyard Every company has one. A Slack channel where customers' words go to die. A Notion page of "feedback to review" that nobody reviews. A quarterly survey with …
Why Most Journey Map Templates Fail Google "customer journey map template" and you'll find hundreds of options. Most are useless for actual product work because they're designed for workshop aesthetics, …
Beyond the Hype: AI for Product Teams 76% of product leaders expect increased AI investment in 2026. Most teams now use 1-3 AI tools daily. But there's a gap between …
The Jira Black Hole Every product team has one: a Jira board (or Linear, or Zendesk, or some combination) overflowing with customer feedback. Feature requests, bug reports, complaints, suggestions—all mixed …
Stop Building Features Based on Who's Loudest Every PM knows the feeling: a customer escalation comes in, an executive forwards an email, or a sales team promises a feature to …
The Qualitative Trap Qualitative data is rich, nuanced, and essential for understanding the why behind customer behavior. But it has a fatal flaw: it doesn't fit in spreadsheets. When a …
The Problem: Feedback Everywhere, Insights Nowhere After 10 years in product design at companies like Barclays and Superside, I've seen the same pattern repeat over and over. Customer feedback comes …