Josh Pitzalis

You don’t need to speak to lots of people, nor do you need to speak to them all at once. Two or three people a week is more than enough to start with.Recent customer support wins are always a good place to start. You don’t need a complicated reason to reach out to people that…

I can go long stretches without doing interviews. When I jump back into them I’m always a little rusty. I have a little game I play that helps me get into the groove.  I score each conversation with a simple point system. 2 negative points and 2 plus points. Easy to remember while I’m listening.…

The only scripted question I ask is:  Tell me about why you started using [our product]? I do customer discovery work in the context of existing products and I only interviewing existing users. Traditionally, discovery work is done before you build a product. There’s lots of great writing out there about that sort of discovery…

Over the next week, I’ll be writing about customer discovery and how I approach interviewing people to build better products. The goal is to clarify my thinking around the topic and improve my current discovery process. I’ll keep things short, 300 – 400 word posts. At the end of it , I’ll put all the…

Aim to speak to people who stop using your product so that you can understand what happened. Why did they decide to cancel their subscription? The easiest way to get started is to reach out to the people who churn out of your billing system. It’s important to know if they couldn’t use the product,…