EP30 | Ryan Singer - How Basecamp “interrogate” their customers to build a world-class product using the jobs-to-be-done framework

Today on Churn.fm, we have Ryan Singer, Head of Product Strategy at Basecamp and the author of Shape Up: Stop Running in Circles and Ship Work that Matters.

In this episode, we talked about how Basecamp utilizes the Jobs-to-be-done framework to gather customer feedback, framing it from a supply and demand angle, and how it helps Basecamp's product team to decide on which problems to tackle first.

We also discussed how Ryan goes about finding the right customers to interview, his interviewing methods, or in his own words, his “customer interrogation" style and why jobs-to-be-done interviews should never be specifically about your product.

Ryan also explained why the cost of running a business is parallel to customer happiness, and shared his number one piece of advice for anyone who wants to build a product today.

As usual, I'm excited to hear what you think of this episode, and if you have any feedback, I would love to hear from you. You can email me directly on Andrew@churn.fm. Don't forget to follow us on Twitter.

Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.