Insights

Notes on firsthand understanding and better product decisions.

Ideas on secondhand insight, unexpected discovery, and how product teams build customer understanding that lasts.

More to read

• Article

  The 90-9-1 rule

  Why a small group of customers shapes most of what you can learn, and how to find them.

• Comic

  Confessions of a Community Manager

  Honest, funny looks at life on the front line between companies and the people they serve.

Newsletter and podcast archives

• Newsletter

  Conversation Field Notes

  Jake's LinkedIn newsletter on what product teams learn when they talk with customers directly.

• Podcast

  Conversation Lab Podcast

  Guests from all kinds of fields who rely on real conversations to do their work.