Jory MacKay

How to conduct better user interviews with the hypothesis-driven design process

User interviews are the easiest way to learn what your customers really want so you can build products they'll gladly give you money for. Yet, despite their clear benefits, too many product leaders and companies ignore the value of talking to users. Part of...

Why A Lean PRD Is The Secret To Building More Customer-Centric Products

One of the most common sayings on product teams is that "whoever knows the customer best wins." At first glance, this statement seems simple enough. The better you know your customer, the more you can create products, features, and experiences that align with their unique...

How to make more time for deep thinking (even when you’re drowning in support...

Every support team plays a balancing act between being proactive and reactive. But when the tickets start rolling in, it can feel like you’re spending all day putting out fires without making any progress on the other meaningful tasks on your plate. There’s no denying...

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