22 posts tagged with "product"

How to define, design, and sell a product that people like to use? How to manage self and a team to deliver results effectively? Here are the answers from industry leaders and renowned professors.

Join us on Telegram or WeChat(id: onetptp) to discuss and upgrade your PM skills.

• Product Management
  • Hooked: How to Build Habit-Forming Products? - Habits make you do things like no brainers. Businesses that know how to cultivate customer habits have a significant competitive advantage over others. The Hook Model teaches us how to form a user habit in four steps: trigger, action, variable reward and investment.
  • Telemetry Product Management Framework - A key role of product management is to make sure product development efforts are focused. The telemetry spreadsheet helps you visualize the roadmap, balance resource allocation, and hence keeps the project on track.
  • The Hierarchy of Engagement - To maximize the chances of building an enduring non-transactional customer company, we should build enduring engagement in three levels - growing engaged users, retaining users, and self-perpetuating.
  • Elements of Value - When customers evaluate a product or a service, they weigh the perceived value against the asking price. Products and services deliver fundamental elements of value that address four kinds of needs: functional, emotional, life-changing, and social impact.
  • MMRs, neutralizers, differentiators - There are three types of product features: MMRs, neutralizers, and differentiators. Customers often provide feedback on MMRs and neutralizers. The product management team must take responsibility for reinforcing the startup’s differentiator.
  • The 9x Effect - Companies often overweight their new product by a factor of 3 while consumers overweight the old product’s benefits by a factor of 3. So you have to be 9x better than the existing alternatives to win their market, which is called The 9x Effect.
  • 4 Guidelines for Website User Experience - To deliver a better website user experience, we concluded four guidelines from the book Don’t Make Me Think, Revisited: start with simple navigation; make an impressive home page; use visual hierarchies to present information; improve mobile loading speed.
  • Change Aversion - People hate new changes in a product they are already familiar with. To avoid change aversion, you can let users understand in advance and afterward, allow them to switch, ask them to give feedback, and finally remember to follow-through.
• Strategy and Decision Making
  • Good Strategy, Bad Strategy - Effective strategy hinges on three key elements, emphasizing the importance of focused energy on impactful actions. In contrast, bad strategy emerges from a reluctance to make choices and an overreliance on templates, leading to ineffective outcomes. Mastering the art of strategy requires critical thinking and the ability to maintain a clear perspective.
  • The Second Curve - When you know where you should go, it is too late to go there; if you always keep your original path, you will miss the road to the future.
  • Case Study: Amazon acquiring Whole Foods - Driven by the goal to take a cut of all economic activity, Amazon decides to develop grocery services. However, its grocery business has no first-and-best customer due to cost disadvantage. By acquiring Whole Foods, Amazon is buying more than a retailer - it’s buying a customer.
  • Duan Yongping's Business Ideas: Analysis of Three Core Concepts - An in-depth analysis of Duan Yongping's business ideas focusing on three core concepts: choosing the right strategic direction and executing efficiently, maintaining a pragmatic attitude, and upholding integrity and ethics in business. These concepts provide guidance for entrepreneurs, emphasizing the importance of direction and execution.
  • Zeng Ming's Strategic Management Philosophy - Professor Zeng Ming's strategic management philosophy, shaped during his tenure at Alibaba, emphasizes the importance of platform ecosystems and decentralized organizational structures, redefining how businesses can thrive in a complex commercial landscape.
• Marketing
  • 4 Ps of Marketing - The 4P model, as the core framework of marketing, covers the four key dimensions of product, price, place, and promotion, constructing a complete strategy for businesses to attract customers and achieve profitability, analyzing how each element interacts to drive business growth and success.
  • One Sentence to Make Your Brand "Instantly Engaging": How to Create Your Unique Selling Proposition (USP) - In the era of information overload, brands attract consumer attention with a clear Unique Selling Proposition (USP), ensuring the core promise is simple, unique, and directly meets user needs, enhancing market competitiveness.
  • What is a Market? - If two people buy the same product for the same reason but have no way they could reference each other, they are not part of the same market.
  • Diffusion of innovation - How does your product gain popularity? Answers from the model, the chasm, and the math.
  • TAL and the Chasm -
  • Why take niche-and-next approach? - Capturing the mainstream market requires an initial focus on niche segments, ensuring customer satisfaction and building a reputation as a market leader. This strategic approach outlines how tech companies can effectively transition from early adopters to the broader audience.
  • Growth Phase 1: PMF - According to Ryan Holiday, to begin with PMF, we need to start with MVP and evolve with feedback, use data and information to back PMF, understand the needs of customers as early as possible and develop answers with the Socrates method.
  • Growth Phase 2: growth hack - How to find your growth hack? Ryan Holiday has some advice for you. Target a few hundred or a thousand key people, not millions. Do not target all people - target the right people. Focus on new user sign-ups instead of awareness. Use growth techniques.
  • Growth Team - A growth team is a team with the responsibility to measure and improve the flow of users. There are three mandatory skills of a growth leader: building growth models, developing experimentation models and creating customer acquisition channels.
  • AARRR Model - AARRR is a startup metrics developed by Dave McClure: Acquisition - how do users find you? Activation - do users have a great first experience? Retention - do users come back? Referral - do users tell others? Revenue - how do you make money?
  • Buyer Persona - To better sell products, you need to know your customers better. A generic buyer profile doesn’t help in knowing his buying decision. The most effective way to build buyer personas is to interview buyers who have weighed their options but finally made the decision you expect.
  • CAC / LTV / PBP - Customer Acquisition Cost is the cost to convert a customer to buy a product/service. Lifetime Value is the estimated net profit we can make from a customer. Payback Period refers to the period of time required to recoup the funds expended in an investment.
  • Lean Analytics: Simplified - Data and metrics play a vital role in business. The book Lean Analytics suggests some metrics for start-up founders to assess their success. By choosing the metrics more effectively, the entrepreneur can navigate through the unknown more effectively.
  • Lean Analytics: Slides -
  • Mobile Analytics Metrics -
  • How to run a tech community? - Why do people need the tech community? What is the value proposition of it? What are the interesting examples we can learn from? Why does it align with your blockchain company?
  • SaaS Sales Performance Metrics - David Schneider, ServiceNow's President of Customer Ops, shares his sales performance metrics for SaaS companies that are aiming for hyper-scale.
  • Persuasive Copywriting - Copywriting is the simplest and most direct way of impressing your customers. Persuasive copywriting = three means of persuasion + copywriting. Three means of persuasion are emotion, logic, and credibility.
  • 6 Elements to Create Sticky Ideas - Why some stories managed to spread quickly, live long and prosper? In Made to Stick, Heath brothers summarize six elements to create sticky ideas -- Simple, Unexpected, Concrete, Credible, Emotional, and Story, SUCCES for short.
  • From Search Quality to Creator Moats: What Exactly Is Google E-E-A-T? - Google's E-E-A-T framework outlines the essential elements for crafting high-quality content that ranks well and engages users, emphasizing experience, expertise, and authoritativeness.
• People Management
  • Tips for First-time Managers - Julie Zhuo, the vice president of product design at Facebook, based on her own experiences as a first-time manager, gives some useful advice on how to become a good manager in her book The Making of a Manager.
  • Managerial Leverage - Managerial leverages can maximize the output of an organization. Those leverages are information gathering, information-giving, decision-making, nudging and being a role model.
  • Task-Relevant Maturity - A manager’s most important responsibility is to elicit top performance from his subordinates. Unfortunately, one management style does not fit all. A fundamental variable to find the best management style is task-relevant maturity (TRM) of the subordinates.
  • Managers and Bozos - Steve Jobs coined the phrase “bozo management”. Bozos referred to the professional managers who know how to manage but don’t know how to DO anything. It turns out the best managers are great individual contributors who never ever want to be a manager but decide to be one.
  • Responsibilities with RACI and DACI - When the organization grows too big, it becomes unclear that who should do what and who should decide what to do. RACI and DACI are here to clarify those responsibilities.
  • 3 Skills to Boost Group Performance - It is a common misbelief that the performance of a group hinges on the average capacity of its members. The truth is, the interaction and communication among group members are much more impactful. From the book The Culture Code, we conclude three skills to improve group performance: creating a safe working environment, showing your vulnerabilities, establishing a common purpose.
  • Making progress 30km/day - The Amundsen team successfully reached the South Pole first and won the competition with the Scott team. The success of the Amundsen team lies in their abundant resources and making progress 30km per day no matter what the weather is.
  • Good to Great - Leading a company to leap from good to great is like pushing a giant flywheel to breakthrough. Disciplined people, disciplined thought and disciplined action are indispensable.
  • Bikeshedding - Bikeshedding refers to the fact that members of an organization give disproportionate weight to trivial issues. To overcome the bikeshedding, we should have a clear agenda of the meeting and not mix complex topics with easy ones.
  • Ownership - The authors of the book Extreme Ownership were once task unit leaders of US Navy SEAL in Iraq. They draw on their experiences in the battlefields and conclude five rules for successfully leading a Navy SEAL team, providing useful references for any organization.
  • Building momentum for startup - The acceleration of rockets takes a propeller, and the acceleration of startups take the similar. There are two propellers: 1. Listen to the customer. 2. fast execution. How to achieve these two? Here is the answer from Suhail Doshi.
• UX Research
  • The Mom Test: How to Conduct Effective User Research? - The Mom Test provides practical user research techniques, teaching entrepreneurs how to gather genuine feedback through effective questioning, avoid misleading compliments, and ensure products truly meet market needs.
  • How Dropbox scale its design research - Dropbox's design research team grew from 4 members to 30+ today. How do they scale the efforts healthily, even when the headcount for the team is limited? More researches usually mean more harm if they are done improperly.
  • Conducting User Interview - Master the art of user interviews with our in-depth guide, featuring key objectives, best practices, and typical pitfalls. Gain insights into user behavior and problem-solving techniques, enriched with real-world examples from Doordash and Rippling.
• Communication
  • Nonviolent Communication - Judgments and violence are tragic expressions of unmet needs. Nonviolent communication can improve communication quality by valuing everyone’s needs. It is NOT about being nice or making others do what we want.
  • Tailoring the arguments for persuading the decision maker - To improve the chances of success in persuading decision-makers, the way of message delivering should be considered carefully. There are five decision-making categories and they should be treated with different strategies.
  • Bullshit Detector - North Americans bullshit the most. Develop your mental device to detect deception, dishonesty, corruption, fraud, insincerity, hypocrisy and falsity.
  • Small Talking - Initiating a conversation with strangers is the biggest social fear. Actually, people often appreciate it when you make an effort to speak with them. Here we provide some ideas on how to start a small talk, what we should talk about and how to end it in a courteous way.
  • Exactly What to Say: Keywords for Impacts - There are several keywords and templates of sentences that can help you influence people. For example, a sentence like “I’m not sure it’s for you, but” is a non-intrusive recommendation. Saying “are you open-minded to do something” can encourage people to do something.
  • How to Achieve Clear Communication: Tips, Frameworks, and Self-Practice Guide - Master the art of clear communication with practical tips and frameworks that enhance your ability to convey messages effectively in any context. Learn key principles that promote clarity and brevity, ensuring your ideas resonate in today's fast-paced business environment.
• Managing Self
  • Time Management: Principles - It is very inspiring to learn time management from system admins (SAs) because we share the same challenges such as endless interruptions, simultaneous projects, and rush requests. SAs’ principles of time management may solve your problem of time management.
  • Time Management: Focus - Focus is the best friend of productivity. A fundamental work we can do to stay focused is to de-clutter our brain. Always be aware of stress and sleep level. Remember an un-distracting environment is necessary. Deal with interruptions effectively.
  • Time Management: Routines - Routines are useful tools in time management since they enable us to think once and do many. A routine can be anything in real life that has certain patterns. Try to develop your own routines!
  • Time Management: Cycle System - The key to perfect follow-through is the cycle system. It is called the cycle because it repeats every day and the output of one day is the input to the next. Three tools are used in the process - a to-do list, a calendar and a list of long-term goals.
  • Time Management: Cycle System in Action - The cycle system enables people to follow through. It suggests every day should start with your to-do list, hours needed and plans. The secrets also lie in writing down goals and scheduling things with the calendar, instead of your brain.
  • Work-life balance - Some job and career choices are fundamentally incompatible with being meaningfully engaged on a day-to-day basis with a young family. We should be careful with time frame and approach balance in a balanced way.
  • How to Get Rich? - How to get rich without getting lucky? Naval Ravikant summarized a few tips for you. Seek wealth instead of money or status. Understand that ethical wealth creation is possible. Ignore people playing status games. You’re not going to get rich renting out your time. You must own equity.
  • Taking truly restful breaks - People will burn out when having too much pressure. A truly restful break can help them to recover willpower and the power of attention. To take truly restful breaks, you need to fully switch off, take short breaks early and often and get out of the office.
  • Loving long with healthy diets - American Journal of Medicine says, disease, not age, is the most significant cause of death among over-100-year-old patients. And diets tend to the primary reason for disease. People often underestimate how food affects their physical and mental health.
  • Productivity Tips from Professionals - MIT surveyed nearly 20,000 professionals from around the world - 50% from North America, 21% from Europe, 19% from Asia, and the rest from Australia, South America, and Africa. Takeaways are ...
• Business Model
  • Stages of Company Building - Initial Product > PMF > GTM Scale & Consistency > Org Building > Enduring Public Company
  • Economic Moat - An economic moat is the ability to maintain advantages over its competitors. It can provide protection for business’ long-term profits and market share. Technology is not an economic moat as it will always be duplicated.
  • Why Startups Have to Innovate? - Innovation is the key for startups to stand out in a highly competitive market. Through differentiation, network effects, and monopoly profits, startups can effectively avoid homogeneous competition and achieve sustainable growth.
  • Intangible Economy - The intangible economy is rising. It has three characteristics: Intangible assets can expand rapidly. Intangible assets are high-risk and irrecoverable investments. Intangible assets are easy to be duplicated.
  • Infinite Game - Business can operate like an Infinite Game and the ultimate goal of participants is to stay in the game as long as possible. In order to achieve that, businesses should get back to long-term thinking. In the book The Infinite Game, the author suggests companies need to have a Just Cause, build trusting teams, be flexible to changes, and learn from worthy rivals so as to gain advantages in the game.
• Leadership
  • Definition of Technology Leadership - We engineers often boast about leadership without a clear definition of what we are saying. Here are the definitions to distill the clarity from those chaotic ramblings of the mass.
  • Technology Leadership Radar - How to evaluate the performance of a technology leader? Each company or individual has its own answer with engineering rubrics. And those rubrics usually focus on a specific role - IC (Software Engineer, Product Manager, Designer) or Engineering Manager. Is there a grand unified framework to evaluate the potential business impact that a technology leader could make?
  • Start with Why - People don’t buy what you do. They buy why you do it. Simon Sinek coined a phrase ‘Golden Circle’ which has three tiers, from core to exterior - why, how, and what. However, average leaders think from what, how, to why.
  • How to be an illuminator - Discover the qualities of an Illuminator and how they positively impact communication and relationships. Learn the key traits of being an effective conversationalist, from persistent curiosity about others to enhancing productivity and creativity. Understand the contrast with Diminishers and how Illuminators foster empathy, understanding, and self-discovery in conversations, creating a space where everyone feels heard and valued.
• Corporate Ladder
  • Sponsor - Successful Caucasian men receive more career guidance than women and multicultural professionals even though more women have mentors than men. The reason is mentors can not help with promotions but sponsors can.
  • 12 Habits that can Boost Women's Promotion - There are 12 habits American women think would be helpful to their promotions. For example, remember to claim your achievements often because others will not notice and reward your contributions unless you say it. Also, you need to be aware that expertise is not the only criteria.
• EP Doc Templates
  • EP Doc Templates - Templates make it easy to think and design clearly and rule out blind spots. (Though it may also introduce blind spots...) Here is a collection of templates that help you build better products.
  • PRFAQ - PRFAQ means press release and frequently asked questions. People at Amazon adopt it to write down requirements and important features of yet to be developed products.
  • ADR - ADR means Architectural Decision Record, a mini-doc to capture significant architectural changes that are not worth a full design doc.
  • OKR - A simple template for OKR with guiding policies.
  • Investment Memo - The investment memo transforms gut feelings into structured decision-making, articulating clear rationales for investment choices. It combines concepts, templates, and playbooks to enhance team alignment and efficiency, ensuring decisions are grounded in data rather than emotion.

If you could simplify the complex world of marketing, what would you be left with? Likely, just four letters—4P. This isn't an oversimplification but a return to the basics. Product, Price, Place, and Promotion—these fundamental elements form a comprehensive framework that helps businesses attract customers, create value, and ultimately achieve profitability.

In this blog, we'll break down the power of these four letters, demonstrating how they come together to form a powerful engine that drives business growth.

Product: Give a Reason Worth Choosing​

Every marketing effort begins with an outstanding product. Without a valuable product, even the most impressive marketing efforts are just fleeting moments.

Core Question: What do customers truly need?

When refining a product, it's crucial to repeatedly ask this question. It's not just about features but about deeply understanding user needs.

• Solve Pain Points or Create Desire: Is your product like a painkiller solving urgent problems (e.g., an efficient project management tool that resolves team collaboration chaos), or like a vitamin, inspiring a desire for a better life (e.g., a beautifully designed coffee machine that adds a sense of ritual to a refined lifestyle)?
• Differentiate Between "Function" and "Experience": Users don't just buy a list of features. They invest in the overall experience these features provide. The camera pixels of a phone are a function, but the ability to take stunning photos for social media is the experience users truly pay for.
• Use MVP to Validate Assumptions, Iterate Rather Than Perfect: Instead of working in isolation, use a Minimum Viable Product (MVP) to quickly enter the market and validate your assumptions about user needs. Collect real user feedback and iterate quickly, which is far wiser than striving for "perfection" from the start.

Price: The Psychological Balance Between Value and Cost​

Pricing is the most nuanced part of marketing, directly affecting a company's profits and profoundly influencing consumer purchasing decisions.

Core Question: How much are customers willing to pay for your solution?

Price isn't simply determined by cost; it's a psychological game about perceived value.

• Value Pricing > Cost Plus Pricing: The traditional "cost + profit" pricing method is too rigid. A more advanced strategy is "value pricing," which sets prices based on the value the product creates for customers. If your software can save customers $1 million annually, then a price of tens of thousands is reasonable.
• Tiered Pricing to Capture Different Customer Segments: Not all users have the same needs and purchasing power. By setting different price tiers like "Basic," "Professional," and "Enterprise," you can precisely serve different customer segments, from individual users to large enterprises, maximizing revenue.
• Price as Both Signal and Entry Barrier: High prices can shape a high-end, exclusive brand image (like luxury goods), while low prices can quickly lower user entry barriers and capture market share (like the freemium model of internet applications). Your pricing itself sends a signal to the market.

Overview​

"The Mom Test" is a practical guide on how to talk to customers and gather genuine, useful feedback. Author Rob Fitzpatrick begins with a common dilemma entrepreneurs face: when we ask others (especially friends and family) about our business ideas, we often receive polite or well-intentioned lies rather than truly valuable feedback. This book aims to teach entrepreneurs how to ask the right questions and obtain reliable information from potential users' daily behaviors and pain points, avoiding misleading praise. The book is well-structured and concise (approximately 200 pages), explaining how to conduct effective customer interviews through rich examples and practical principles. It covers every stage of the customer interview process: from designing questions and avoiding misleading information to finding interviewees, advancing conversations, and sharing insights with your team. Through this book, readers can systematically understand the methodology of customer interviews, avoid typical mistakes, and ultimately help their products find genuine market demand.

Core Concepts​

The core idea of "The Mom Test" can be summarized in one sentence: "Make your questioning method pass 'the mom test.'" The "mom test" means designing your questions so that even your mom (the person least likely to discourage you) cannot lie to you or give you evasive answers. To achieve this effect, you need to follow these three golden rules:

• Focus on the user's life, not your idea. In other words, discuss the user's real experiences and problems instead of immediately promoting your idea. For example, instead of asking "What do you think of my app idea?", ask "What difficulties did you face the last time you...?". By discussing the user's own behavior, you avoid leading them to agree with your line of thinking.
• Focus on specific past behavior, not hypothetical futures. That is, ask about real situations that have happened in the past, not assumptions and promises. For example, don't ask "Would you buy this if it had XX feature?", but rather "When was the last time you encountered XX problem, and how did you solve it?" Past behavior is real, while hypothetical answers are mostly unreliable.
• Talk less, listen more. Let users talk more while you talk less. Your goal is to gather information, not to sell, so control yourself, don't rush to interrupt or explain, and listen carefully to the other person's genuine thoughts.

By following these principles, your interview questions will be more objective and neutral, making it impossible for even those most inclined to please you (like family and friends) to merely flatter you with empty praise. This method is called "The Mom Test" precisely to emphasize that good questioning techniques can bypass favoritism and politeness, allowing the truth to emerge.

The book repeatedly emphasizes that in the entrepreneurial process, incorrect information and false positive feedback are more dangerous than direct bad news. Rather than seeking approval for your ideas, actively seek facts that might disprove your assumptions. Only by doing so can you quickly validate ideas and avoid detours. In summary, The Mom Test advocates an honest, efficient approach to customer conversations: user-centered, fact-based, seeking truth rather than approval.

Detailed Chapter Summaries​

Chapter 1: The Mom Test Concept and Examples of Bad Questions​

Chapter theme: Introduces the basic concept of "The Mom Test" and uses the example of "asking mom about a startup idea" to contrast traditional incorrect questioning methods with improved approaches.

The author points out that we often ask questions like "What do you think of this idea?", but these questions themselves are problematic. For instance, when a son asks his mother, "I want to create a recipe app, what do you think?", the mother, out of love, will only praise and encourage: "Sounds great, quite interesting," even if she doesn't actually think it's a good idea. This kind of conversation seems to give the entrepreneur confidence but actually yields nothing, because the mother is just telling a well-intentioned lie out of love. The failure stems from inappropriate questioning methods: focusing on the entrepreneur's own ideas and asking for opinions about future hypotheticals, which can only elicit vague or flattering responses.

This chapter contrasts incorrect examples with correct examples to distill criteria for effective questioning, namely the "three golden rules" mentioned above. In the correct example conversation, the son instead uses open-ended questions like "What do you usually do with your iPad?" and "What did you last use your iPad for?" focusing on the mother's actual iPad usage. As a result, the mother mentions using her iPad to look up travel information, suggesting she might not need a recipe app at all. This conversation yields far more valuable information than the mere "sounds good" obtained by simply promoting the app. Summary: If your questioning approach conforms to "The Mom Test" principles, even your mom can't "fool" you—truly effective dialogue should let the other person talk about their life details, allowing you to judge the feasibility of your idea for yourself, rather than directly asking what they think of your idea.

The end of this chapter lists examples of bad questions and good questions, explaining how to improve questioning:

• Bad question: "What do you think of this idea?" Analysis: This asks for an opinion, and unless the person is a market expert, you'll only get subjective opinions with no practical reference value. Improved question: Don't directly ask if an idea is good or bad, but instead ask the person to demonstrate or describe how they currently solve the related problem. For example: "How do you currently manage suppliers? What difficulties do you encounter? What methods have you tried before?" Through these questions, you understand the current situation and pain points, then judge for yourself whether your idea is effective. Rule of thumb: Opinions at the "idea" level are useless; what really matters are facts.

• Bad question: "Would you buy a product with X feature?" Analysis: This asks about a hypothetical, and almost everyone will instinctively answer "yes," but this doesn't represent actual behavior. Improved question: Ask about the present: "How do you currently handle problem X? How much time/money do you spend?" or "What exactly happened the last time you encountered this problem?" If the person hasn't yet solved the problem, ask why. By understanding how much cost and effort the person currently invests in solving the problem, you can judge how important the problem is to them. Rule of thumb: Answers about the future are often well-intentioned lies (such as "I'll definitely buy it in the future"), don't take them at face value.

• Bad question: "How much would you pay for X feature?" Analysis: Directly asking how much someone would pay makes it difficult for them to give a credible answer; they might quote a number just to please you. Improved question: Ask about the current situation: "How much does this problem currently cost you? How much are you currently spending to solve it?" Understand the real cost of the problem to deduce the value of your solution. Price sensitivity often only becomes clear when actually using the product, so asking hypothetically doesn't mean much.

• Bad question: "What would your ideal product look like?" Analysis: Asking users to imagine an ideal product often results in a pile of imagined features, making it impossible to determine real needs. Improved question: If you do ask this, follow up on the reasons: "Why do you want these features?" The focus is on understanding motivations, not collecting a feature list. Don't become a recorder of user fantasies; dig into the pain points behind the needs. Only by understanding "why" can you judge which features are truly important.

In contrast, some examples of good questions and their value are also mentioned in the book:

• "Why do you bother?" This is a good question that strikes at motivation, leading from surface problems to deeper reasons. For example, the author mentions founders talking to finance professionals who spent hours daily sharing Excel sheets via email. They thought they needed better information synchronization tools, but when the founders asked "Why do you do this?", they discovered the real demand was "ensuring everyone uses the latest version of the data." The final solution wasn't a better email tool, but something like Dropbox for file sharing. This question reveals the real need, avoiding confusion from surface phenomena.

• "Talk me through the last time that happened." This question encourages the other person to describe specific examples, allowing us to learn through the user's actions rather than subjective views. For example, with restaurant customers, rather than asking "Do you prefer burgers or cheeseburgers?", it's better to observe what they actually ordered. If observation isn't possible, have them recount their last experience. This is more reliable than listening to their imagined preferences. Rule of thumb: Observation or specific examples often reveal where the real problem lies, not just what users think the problem is.

• "What else have you tried?" This question explores what efforts the person has made to solve their pain points, revealing much information: What solution are they currently using? How much do they spend, what do they like and dislike? Have they actively sought other solutions? If they have never actively sought solutions, it usually indicates the problem isn't serious, and even if you provide a product, they might not use or purchase it. Rule of thumb: Problems users haven't actively tried to solve are also problems they're unlikely to pay to adopt your new solution for.

In summary, this chapter sets the tone for the entire book: avoid "mom-trapping" ineffective questions. By focusing on the user, focusing on specifics, and listening rather than pitching, we can get meaningful feedback. The author reminds us: "If you ask a bad question, you deserve to be misled by an insignificant answer" (implying it's not the user deceiving you, but you asking the wrong question). This chapter provides the foundational principles for questioning techniques in subsequent chapters.

Chapter 2: Avoiding Bad Data​

Chapter theme: Explains what information in customer conversations counts as "bad data" and how to identify and avoid this misleading feedback. The author classifies "bad data" into three major categories:

1. Compliments – Praise that sounds nice but has no practical value. For example, "I think this idea is cool!" This kind of compliment might make you think the person likes your product, but it's just politeness.
2. Fluff (vague talk, hypotheticals, and future tense empty talk) – Statements not based on specific facts, including general statements ("I usually...", "We never..."), future promises ("I will definitely...", "If... I will..."), and hypothetical guesses ("I might...", "Maybe..."). These expressions, lacking specific scenario support, are full of uncertainty and optimistic bias. The author particularly points out that "I will definitely buy it" is the world's deadliest fluff—users say this out of goodwill, but it doesn't mean they'll actually pay.
3. Ideas – Various product suggestions and new ideas from users. Entrepreneurs are already drowning in too many ideas, and users throwing in more ideas might lead you astray. It's not that these ideas have no value, but you need to dig into the motivations behind them, rather than trying to implement everything.

This chapter first warns us: "To bankrupt a fool, give him information." In other words, customer feedback without filtering can lead entrepreneurs astray. To avoid being confused by bad data, the book offers specific countermeasures:

• For compliments, neither take them seriously nor feel awkward; gracefully move past them and continue digging for information. Most interviews end with phrases like "good luck" or "sounds good." The author suggests "ignore compliments and redirect to the topic." For example, when you hear "This idea is great, I love it!", don't secretly feel pleased, but politely redirect to practical issues: "Thank you. So the last time you encountered this problem, what exactly happened...?" Rule of thumb: Compliments to entrepreneurs are "free candy"—they sound sweet but have no nutritional value. If a conversation only has compliments without substance, that conversation is almost a waste of time.

• For vague talk and hypothetical answers, learn to "anchor" them to specific facts. Once you notice someone starting to use words like "usually, always, never" or "I will, I plan to", you should ask for details, bringing the conversation from imagination back to reality. For example: You ask: "What do you usually do to improve XX?" (May elicit a general answer) They respond: "Oh, I've always been doing..." (Typical vague talk) You follow up: "When was the last time you specifically did this? Can you talk about the situation at that time?" Through this series of specific follow-up questions, the person has to give a real example, thus anchoring vague information to a factual scenario, making it easier for you to judge the real situation. Rule of thumb: When users show great enthusiasm about the future (such as imagining themselves definitely being active in the future), entrepreneurs should not get excited, but return to "what they are actually doing right now."

• For various new ideas suggested by users, don't immediately implement them as requirements, but "dig beneath ideas." Users giving you ideas usually means they're interested in your field, which is good, but if you accept all of them, you risk losing product focus. The author suggests: record these ideas to show respect, but then ask: "Why is this feature important to you?" "What do you hope to achieve through it?" Through questioning, find out what problem the user really wants to solve or what need they want to satisfy. If they mention having tried other solutions before with poor results, it indicates this need is critical; if they mention already having a clumsy way to solve it at a high cost, your opportunity might be there. In short, don't be distracted by surface feature requests, but understand the motivations and pain points behind them. After understanding, then evaluate whether these ideas align with your core direction.

• Stop seeking approval. The author emphasizes that entrepreneurs often subconsciously want others' affirmation, which tempts them to ask leading questions (like "Don't you think this is great?") and receive perfunctory praise. You must resist this urge to seek agreement and focus on obtaining facts. Rule of thumb: Once you talk about your own ideas or solutions, people typically consider your feelings and beautify their feedback. So, in the early stages of interviews, try not to mention specific solutions, don't give the other person a chance to "protect" your emotions.

Additionally, this chapter cautions through examples: don't get caught up in selling your solution (Cut off pitches). Sometimes entrepreneurs, upon hearing lukewarm user responses, will insistently pitch harder, trying to "persuade" the other person to get excited. This behavior wastes time and may irritate the other person. The correct approach is to accept flat or even negative feedback, treat it as valuable information, rather than insisting on hearing good words. Remember, you're here to find the truth, not to find confidence. If you can identify and filter out the above "bad data", you'll be able to more soberly judge your direction.

Chapter 3: Asking Important Questions​

Chapter theme: Discusses how to identify and ask questions that are truly important to the business, emphasizing embracing bad news and making good use of each interview to validate key assumptions.

• Love Bad News: Entrepreneurs often fear hearing negative or critical feedback in interviews, but the author emphasizes that bad news is actually good. If an assumption is wrong, the sooner you find out, the better. For example, if you have $50,000 in startup funds and spend$5,000 to verify an idea won't work, that's a very good result; conversely, if you burn through $50,000 only to discover you went in the wrong direction, that's terrible. So be brave enough to ask questions that might disprove your assumptions. Each interview should be approached with the mindset of "let me see if there's anything wrong" rather than "I need to prove I'm right." When you get a tepid response, don't rush to persuade and turn a "meh" into a "wow"—"meh" is actually a reliable signal, indicating the person really doesn't care about this issue. Rule of thumb: "You can get more reliable information from 'meh' than from 'wow'." Because enthusiastic praise might be politeness, a flat attitude clearly tells you: this customer doesn't care about the problem your product solves.

• Look before you zoom: Don't dive into details too early and overlook the big picture. Sometimes we assume from the start that a specific problem is important and directly ask users about their views on certain details, but these details might not be their pain points at all. The author gives an example: asking in an interview "What's the biggest problem with going to the gym during the day?" assumes the person actually cares about fitness, when they might not go to the gym at all. The correct approach is to start with the big picture, confirm whether the broader problem area exists and is important, then gradually focus. For instance, you could first ask "What challenges do you face in staying healthy?" If the person obviously has no interest in fitness, then discussing gym details is meaningless. Only when the person shows strong pain points is it worth zooming in to discuss details. Rule of thumb: "First broad, then deep," don't immediately delve into a problem area that might not be important.

• Gaze upon the elephant: "Elephants" refer to key assumptions or risk points that are obvious but easy to overlook. Startups have two main risks: product risk (whether a solution can be developed) and market risk (whether anyone is willing to pay). Many founders are obsessed with discussing product details with users but avoid talking about the big issues that could make the entire business fail. For example, in a previous chapter's case, a team developed tools to improve teaching efficiency for teachers in resource-poor schools; they confirmed that teachers being overworked was a fact, but ignored a fatal factor: "poor schools have no budget to buy." After investing a lot of time, they found that market risk (willingness to pay) could not be overcome. Lesson: In customer conversations, don't just focus on users and problems, but also validate assumptions that determine success or failure (such as whether target customers have a budget, have permission to purchase, etc.). Some things cannot be verified through conversation alone (such as whether a technologically feasible product can be made), so they need to be verified through action as early as possible. In short, both validate market demand through conversation and don't forget to evaluate product feasibility, business models, and other "elephants in the room."

• Prepare your list of three: The author suggests that before each important interview or communication opportunity, prepare three questions you most want to clarify. These questions should directly address the most ambiguous and critical assumptions in your current business plan. The benefits of preparation are:

  1. Avoiding asking random questions on the spot and wasting opportunities;
  2. Helping you muster the courage to ask important questions that make you nervous (because you've thought about the worst possible answers in advance and are mentally prepared).
  3. Different subjects can be asked different focus points; for example, potential customers, industry experts, and investors might have different focuses, so the list should be adjusted accordingly.
  4. These questions don't need to be perfect or eternal; they can be constantly iterated based on new information learned from previous interviews. The key is to ensure each conversation has clear learning objectives. Furthermore, if you happen to meet potential customers in informal settings, you can immediately throw out a key question, rather than just exchanging business cards and missing an opportunity. The author vividly says this will make you "look professional," and such impromptu questions often get unexpectedly honest answers. In short, carrying "three big questions" can make each of your conversations efficient and targeted.

Chapter 4: Keep It Casual​

Chapter theme: Advocates liberating user interviews from formal meeting rooms, integrating them into casual daily conversations to more efficiently learn about customer problems.

A common practice in the startup world is to arrange formal user interview meetings, but the author believes informal, quick exchanges often work better. He points out that "meetings" themselves bring many unnecessary burdens and pressures:

• The meeting anti-pattern: If every contact with customers is made to feel like a formal interview or survey questionnaire, it's a tense experience for both parties. The author makes an analogy: if you're in a café and interested in a stranger of the opposite sex, if you first go away to dress up and then return in a formal suit to approach them, this date is basically ruined. Similarly, in early customer interviews, the more casual the better. Signs of being too formal include: "Thank you very much for accepting our interview invitation..." or taking out a scoring sheet for users to rate things. These make the other person feel like they're completing a task, and their answers become unnatural. Rule of thumb: If the other person feels they're "doing you a favor" by accepting the interview, then you've made it too formal. Conversely, chatting about their problems like friends makes it easier for them to speak freely and truthfully.

• The more casual the conversation, the more controllable the time: The author points out that effective early conversations are usually short. Even 5 minutes is enough to judge whether a pain point exists and is important. If the conversation goes straight to the user's pain points, confirming "whether this problem is worth solving," you can quickly get an answer; and once you determine it's worth delving into, you can spend another 10-15 minutes listening to them detail the process and requirement specifics. Compared to deliberately arranged one-hour meetings with venue pleasantries and setup, casual chats are straightforward, saving more time. The book gives an example: the author's team prepared for a long time on an idea, but in just 5 minutes of chatting realized the other person didn't have this pain point at all, so they immediately knew to cut their losses, avoiding wasting more time. Of course, if the pain point exists, you can talk longer, but initially there's no need for a long discussion. Rule of thumb: In preliminary communication, try to reveal as little as possible about your product concept to prevent the other person from following your train of thought and saying what you want to hear. Keep the topic centered on the other person's problems, making the conversation natural and brief.

• Formal and casual are not opposites: Of course, this doesn't mean you can never hold formal meetings. If you have indeed scheduled a formal interview, you can also use some techniques to keep the atmosphere relaxed, making the formal meeting feel like a casual conversation. For example, don't adhere strictly to the pre-prepared question order, freely follow up on points mentioned by the other person, or chat casually before the meeting starts to establish rapport. The core is to avoid making the other person feel psychologically burdened.

The key message of this chapter is: seize every opportunity for customer conversation, don't fall into the "formal meeting" mode. During industry conference breaks, chance encounters in cafés, or any natural context, you can always ask your key questions (like the "three questions" from the previous chapter). These fragmented user insights accumulated over time may yield more than a few formal meetings. And time is the most precious resource for entrepreneurs; lightweight, frequent conversations allow you to contact more customers and validate more ideas within limited time.

Chapter 5: Commitment and Advancement​

Chapter theme: Explores how to judge the genuine willingness of interviewees and how to advance potential customer relationships by requesting "small commitments," thereby distinguishing truly interested customers from polite onlookers.

First, the author introduces two concepts from sales:

• Commitment: Refers to the other party's willingness to pay a certain price (sacrifice) to show they take your proposal seriously. This price can be time (willing to spend time discussing deeply or testing your product), reputation (willing to introduce you to colleagues and friends, essentially vouching for you), money (pre-ordering, paying deposits), or other resources. Commitment reflects how much the other person values your solution.

• Advancement: Refers to the progress of the sales process—the other person moving further along in your "conversion funnel." For example, from initial chat to willingness to see a demo, then to willingness to try it out, until final purchase. Each advancement indicates getting closer to closing the deal.

In early customer conversations, we should pursue commitment or advancement to the next step, as that's the touchstone for judging a customer's true intentions. If someone always just verbally praises your product but takes no actual action, they're very likely not going to become a real customer. Rule of thumb: Those "customers" who are always friendly to you and say everything is good are often the most dangerous, as they provide confusing signals. Conversely, even if someone directly says "No, I won't buy," this actually clearly saves your time.

No "okay" meetings: The author states directly that interviews (or meetings) only have success and failure as outcomes, with no ambiguous "it was okay" conclusion. The standard is simple: if there's no clear next step or hard information obtained after the meeting, then it was a failed meeting. For example, if the other person gives a bunch of compliments or says "I'll take a look when your product launches," and you neither get commitment nor learn anything new, this meeting is essentially wasted. The author lists several typical scenarios and evaluates their quality:

• "That's cool, I like it!" – Bad result. Pure compliment, no actual data. You should politely return to specific questions on the spot, rather than basking in the praise.
• "Looks good. Let me know when you launch." – Bad result. Compliment + delay. The person neither provides substantial feedback nor commits to any action, just politely ends the topic. This means they don't really care about your product at the moment.
• "When you're ready, I can introduce you to some people." – Mixed result. The good part is that the person is willing to help with introductions (putting their own reputation on the line, which is a form of commitment); the bad part is that the introduction is pushed to the future, not specific enough. There's no actual progress at present. For this, the author suggests making the vague specific, such as following up with: "Who are you planning to introduce? What exactly does 'ready' mean? Why not introduce them now?" Clarify the details to confirm the other person's sincerity.
• "What's the next step for us?" – Good result. When customers actively ask about the next step, it usually means they're interested in advancing. But the premise is that you yourself must know what the next step is; you can't answer "Well, I'll think about it and get back to you," otherwise you're essentially dampening the other person's enthusiasm.
• "I'll definitely buy it!" – Bad result. This sounds great but is extremely risky, a typical false positive. Many entrepreneurs are overjoyed to hear this, but the other person has actually promised to purchase without investing any cost. The correct approach is to request some actual commitment to verify, such as having them sign a letter of intent or pay a small deposit. People with genuine needs won't mind these small barriers, whereas those who are merely offering verbal support will back off.
• "When can we start the trial?" – There's progress, but sincerity needs to be discerned. A trial indicates interest, but you need to note whether the trial costs the customer anything. If the trial is completely free and effortless, they might just be mentioning it out of curiosity. The author suggests setting a small cost for the trial (such as needing to invest time for feedback, or paying after the trial period) to see if they're still willing, which can test their genuine intent.
• "Can I buy this prototype directly?" – Excellent result. This indicates the other person urgently needs your solution, willing to purchase even before the product is perfected. Such customers are valuable "seed users."
• "When can you come talk to other people on our team?" – Very good result. In B2B scenarios, if the other party invites you to meet with more decision-related people, it indicates the project has advanced a step internally.

These examples show: you need to measure the credibility of their words by "what they have given up." No matter how nice it sounds, if they haven't sacrificed anything, it doesn't count. "Currencies" of commitment include: time (willing to talk more/test), money (advance payments, etc.), reputation (introducing others or supporting you in their circle), and risk (willing to try early-stage immature products). Rule of thumb: The more the other person invests, the more their words can be taken seriously.

So, how do you seek commitment or advancement in interviews? The author gives several suggestions:

• Always request specific commitments or next steps. Don't let meetings end abruptly with "Okay, thank you for your time." You can make some small requests near the end to test the other person's willingness, such as: "Could you introduce us to the colleague you mentioned?" or "Next week, can I bring an early demo for you to try?" If they readily agree and follow through with action, that's progress; if they hesitate or refuse, that's fine too, at least you get a clear signal. The worst is that you don't ask at all, missing the opportunity to understand how serious they are. The author states directly that not daring to ask or not knowing what to ask is a major taboo for entrepreneurs, as it means you yourself aren't clear on what the next step is. Rule of thumb: "If you leave a meeting not knowing what to do next, the meeting was pointless."

• Fixing a bad meeting: If you realize the entire conversation is just the other person giving nice words without substance, you can try to salvage it. The method is to directly request a specific action: "It sounds like you think our direction is good, would it be convenient to schedule a demo time for next week right now?" or "You mentioned this is important to you, would you be willing to sign a pre-purchase letter of intent?" Force out the other person's true attitude through a sudden specific request. If they genuinely have a need, they'll usually seriously consider or even agree; if they start making excuses, at least you know their previous praise was just politeness. Rule of thumb: Only when you give the other person a chance to refuse you is the progress you get genuine.

• Rejection isn't scary, not asking is: If you boldly make a request, the worst case is just being rejected. And rejection isn't failure; it helps you save time. The real failure is when you don't ask for any commitment at all, the other person is happy not to take a position, and you stay in an ambiguous state of "polite but no progress." So, don't be afraid to hear "no"; be afraid of not hearing a clear "yes" or "no."

• Cherish "crazy" users: The book quotes Steve Blank's concept of "early evangelists." Those users who are deeply stuck in pain points and eager for solutions are often willing to support you very early on. Characteristics include:

  • They definitely have this problem and know its pain well (strong awareness of pain points).
  • They have the budget or authority to solve this problem.
  • They have already tried to solve it themselves (even with clumsy methods), indicating an urgent need.
  • They are enthusiastic about new solutions and willing to take risks to try them quickly.

  Such people may be few but are extremely valuable. If during interviews you encounter someone whose eyes light up at your product, eager to pay right away, definitely hold onto them, listen to their needs, and let them get involved in product testing early or even become your first customers. Conversely, interviewees who don't show strong emotions and interest likely won't become your early users in the short term; you can note their feedback but shouldn't rely too heavily on them. Rule of thumb: In the early stages of a startup, rather than chasing revenue, it's more important to find such genuine needs and enthusiastic users; revenue is just a byproduct accompanying learning.

In summary, this chapter hopes entrepreneurs will always maintain sales and validation acumen in customer conversations: constantly thinking "what counts as advancing a step next?" and bravely pursuing that advancement. By requesting commitment, you can effectively filter out false signals, allowing users with genuine needs to surface.

Chapter 6: Finding Conversations​

Chapter theme: Shares how to find and approach potential customers for meaningful conversations as discussed above, providing a series of strategies for obtaining user interviews, including two main directions: active outreach and attracting inbound interest.

6.1 Going to them: When you're just starting, customers won't come to you; you must find them. The author candidly admits this is difficult, and many methods aren't comfortable, but there may be no choice in the early stages. The main methods are:

• Cold calls / cold reachouts: Cold contacting potential customers (such as making stranger calls, sending stranger emails) is almost destined to have a rejection rate of over 90%. Most people don't like being suddenly disturbed for surveys. However, if you don't have existing networks, this is one way to get your first few conversations. Even if 99 out of 100 ignore you, as long as one person is willing to meet you, you've started breaking the ice. The author suggests adjusting your mindset, treating this as practice and a screening process, and not getting discouraged. The goal is to quickly get past the cold contact stage—once you have some users and experience, you can use other more effective methods.

• Seizing serendipity: Always be ready to spot potential users in daily life and strike up a conversation. People are actually willing to talk about their problems if the situation is relaxed and natural. In these "chance encounter" conversations, be careful not to pitch yourself upfront, but instead start with topics the other person is interested in (find a common point as an excuse). For example, if you overhear industry problems being discussed at a neighboring table in a café, you can politely join in and ask for advice. This method is highly efficient if successful, but transitioning to product topics requires skill: don't reveal upfront that you're there to sell something, otherwise you might lose trust. You can just talk about problems first, and after the other person has spoken in detail, then mention you're researching this field. In short, show natural and genuine interest in their troubles, which often leads to a valuable conversation.

• Find a good excuse: Sometimes creating a reason for conversation can lower the other person's guard. For example, pretend to be a newcomer to a field asking for advice (provided you actually have something to learn), or pose as an industry researcher conducting interviews. The author gives an example: "You know a lot about coffee, right? I really like this shop, could we chat about your thoughts on the coffee here?" This kind of opening sounds more acceptable than directly saying "Can we talk about my product?" Once you get the other person talking about their topic, gradually transition to related problem areas. However, this strategy should be used carefully; don't make the other person feel deceived, so the excuse should be sincere and have mutual benefit.

• Immerse yourself in where they are: Essentially, go to places where users gather. For example, attend industry conferences, exhibitions, forums, offline salons, etc. In these settings, people are already sharing and discussing, making it easier to find willing conversationalists. The author suggests paying particular attention to those who spend time attending industry events, as they often have passion for industry problems and provide rich information in conversation. In such environments, meet several people, whom you can then arrange to talk with individually later, or casually chat about their most pressing concerns on the spot. Rule of thumb: "A chatty mouth can uncover golden opportunities"; ask boldly and seek advice frequently, and you'll eventually find ways to enter user circles.

• Creative online methods: The author mentions landing page testing strategies. For instance, Buffer's founder, before developing the product, created a simple landing page outlining the concept, collected user emails, and then further communicated with interested individuals. Paul Graham also suggests a similar method: release a rough version early to see who uses it, then directly contact these early users. This is a semi-passive way to obtain user conversations—first screen out interested individuals through web pages or advertisements, then talk with them. This helps validate concepts.

6.2 Bring them to you: Compared to searching everywhere for people, having potential customers actively seek you out is certainly more ideal. The author shares several methods to increase your exposure in target user circles:

• Organise meetups: Be the center of the stage, not part of the audience. For example, if you're making a product for the HR industry, you can organize a "small HR exchange" or "HR roundtable cocktail party." When you invite them to attend as the organizer, your credibility and network will improve. During the event, you have numerous opportunities to casually chat with participants, understand the problems they face, and because you've provided the platform, they're more willing to engage in deeper conversations with you. Although this approach requires effort to plan events, the return is extremely high: one gathering can quickly connect you with many precise users and build trust.

• Speaking & Teaching: Teaching and sharing are underestimated customer acquisition methods. If you have experience in a field, consider applying to speak at industry conferences, hosting free seminars, recording sharing videos, or writing article series. By providing valuable knowledge to your target user group, you both establish yourself as an expert and often attract people who genuinely care about these issues to discuss with you. For example, entrepreneurs making project management software can write blogs or host online sharing sessions on how to improve team collaboration efficiency. Audience members/readers are likely potential customers who benefit from your content and are more willing to discuss their own needs.

• Industry blogging: If you already have a certain readership, directly reaching out to your target audience through your blog is also a good approach. Write an in-depth article analyzing industry problems, and at the end invite those with similar troubles to contact you; this often attracts high-quality conversations. Even if you don't have fame, consistently outputting professional insights can gradually accumulate attention, making you someone worth talking to in the circle.

• Get clever: Above are conventional tactics. The author encourages finding some unconventional "hacking" methods to reach users based on your field. For example, he once organized a phone exchange for university department heads, using industry knowledge exchange as a pretext to gather many potential customers (university decision-makers) to discuss, while absorbing information and building relationships on the side. This method seems indirect but works well because you provide value (opportunity for peers to communicate) while gaining direct access to target users. In short, design valuable activities or resources around your target user group that both help them and make them notice you, naturally making them willing to communicate.

• Creating warm intros: The concept of "six degrees of separation" indicates the world is small; through a few referrals, you can meet almost anyone. Compared to cold contact, using existing networks for introductions has a much higher success rate. Channels mentioned by the author include:

  • Industry advisors: Find senior industry professionals to be your advisors or mentors; they're usually happy to introduce you to relevant contacts. Some entrepreneurs even give advisors a small percentage of equity in exchange for their ongoing network support.
  • Academic circles: University professors often have connections with industry, especially in specific professional fields. If your product is relevant, consider contacting related professors or researchers; they might be willing to introduce your ideas to industry partners.
  • Investors: If you have investors or know people in investment circles, their networks are also treasures. Top investors are usually willing to connect portfolio companies, and even for non-portfolio companies, sometimes an introduction letter from an investment circle VIP is much stronger than your own exploration.
  • Cashing in on favors: Those friends or former colleagues who said "let me know if you need anything" in the past—now is the time to use them. Don't be shy; email them saying you're now doing X and need to contact certain types of customers, and see if they know people they can introduce. Many requests might be ignored or politely declined, but even a few leads can bring valuable conversations.

  Using warm introductions requires moderation: don't abuse friendships by frantically harassing your entire friend circle. When asking for help, make the other person feel the matter is meaningful and not too troublesome. For example, clearly write who you'd like to be introduced to and why you're contacting them. When you really need to break through, all these relationships are resources that can be activated.

6.3 Framing the meeting: When you schedule meetings with potential customers, how you word your invitation and how you start the conversation directly affects the other person's attitude. The author provides a "five-element" framework to help you effectively set expectations when requesting and beginning meetings:

• Vision: Start by stating the macro problem you're trying to solve or the vision you want to achieve, letting the other person perceive the importance of this topic and your passion. For example: "Hi, I'm trying to make office leasing simpler for startups..."
• Framing: Explain the stage you're currently at, emphasizing you have nothing to sell (if that's indeed the case). For instance: "We're just starting, don't have a formal product yet, just want to ensure what we're building is truly useful." This way the other person lowers their guard, not worrying about being sold to.
• Weakness: Acknowledge your limitations in certain areas, giving the other person an opportunity to teach you. For example: "I've only seen this issue from a tenant's perspective before, don't quite understand how things work on the landlord's side, feeling a bit lost." This shows humility and a learning attitude.
• Pedestal: Elevate the other person, emphasizing that their experience is very helpful to you. Like: "Your extensive experience in this field is exactly what I need guidance on; your pointers can help me avoid many detours." This will make them feel flattered and willing to help.
• Ask: Clearly make the meeting request. For example: "Do you have time for a face-to-face chat in the next two weeks? I'd really like to hear your thoughts." Express that you're seeking help, not selling.

Combining these, an example email/opening might look like this:

"Hi Pete, I'm working hard to solve the problem of how complicated it is for startups to rent offices (Vision). We're still in the very early stages, no product to sell, just want to ensure we're on the right track (Framing). Since I've always been a tenant myself, I don't understand much about the landlord side's needs, feeling a bit confused now (Weakness). You have a lot of experience in renting office space and could definitely help me see many issues clearly (Pedestal). I wonder if you have time to chat and give me some guidance in the next two weeks? (Ask)"

This wording concisely explains your intentions while lowering the other person's guard, greatly increasing the likelihood of them agreeing to meet. Once the meeting begins, the author suggests you control the pace, not allowing the other person to drag you into discussing product ideas in detail. After pleasantries, repeat the background from your email (emphasizing you're here to learn), then immediately jump into your first question, guiding the conversation to revolve around their pain points. If you don't seize the initiative, curiosity might drive the other person to question your product details, leading to you being interviewed, defeating the purpose of the interview.

6.4 To commute or to call: The author personally prefers face-to-face communication because it allows observation of body language and emotions, making it more personal. Phone calls are considered too rigid. However, in modern environments, video conferences (like Zoom) have made remote communication close to in-person effects. The important thing is to choose an effective and efficient method for you: if video allows you to talk to 5 people in a day, that's better than visiting in person and only meeting 1 person. In short, being there in person usually works best, but don't be bound by form; being able to converse is the key.

6.5 The advisory flip: An interesting approach is to convert some customer interviews into opportunities to recruit advisors. That is, when you meet an interviewee who really understands the industry, try to establish a long-term relationship, making them your "advisor" or "mentor." This way, you can consult them regularly in the future, or even invite them to join the company as a formal advisor, rewarding them with a small equity stake or compensation. This transformation makes the other person more invested in helping you and is like having an "insider" with an internal perspective. Of course, this should be carefully chosen, attempting only with truly enthusiastic people who are domain experts.

6.6 How many meetings?: How many customers should you talk to before it's enough? The author quotes user research experience: "Keep interviewing until you stop hearing new things." Many UX researchers find that around 5 interviews often reveal the main problem patterns. For simple, clear markets, 3-5 conversations might be enough to lock down key requirements; if interviews exceed 10 and still lack clear commonalities, it's likely your targeted user group is too broad and needs to be segmented before further discussion. Therefore, don't be obsessed with "large samples"; "information saturation" is the signal that you can stop for now. Proceed to product development or the next validation step promptly, don't get stuck in endless "let's talk and then decide."

Chapter 7: Choosing Your Customers​

Chapter theme: Emphasizes the importance of focusing on market segments and provides methods to divide the complex potential user base into manageable small groups for validation. As an old saying goes: "A product trying to serve everyone ends up serving no one." Excellent startups often start from extremely narrow entry points, gradually expanding their results.

• Segmentation: The author mentions examples of companies that had to narrow down their target users at the beginning. When the user group is too diverse, the feedback you receive will be conflicting and chaotic, making product direction difficult to decide. By focusing on specific groups, you can:

  1. Custom-tailor products and marketing messages that better fit that group;
  2. Get consistent, clear feedback from them to rapidly improve your product.

• Customer slicing: The author provides a set of sequential questions to continually divide a broad user group, finding the most core early target users:

  • Among this large group, which type of people most need my product?
  • Will everyone in this group buy my product? Or just a subset?
  • Why does that subset need it? What are their specific pain points or goals?
  • Does the entire large group have this motivation, or just part of it?
  • What other motivations can my product satisfy?
  • Are there other types of people who also have these motivations?

  Keep asking, and you can gradually narrow vague large circles into clearer small circles. For example, initially you might think "students" are all your users, but after slicing you might discover that "soon-to-graduate non-local PhD students" is a small group with more urgent needs and higher willingness to pay. After identifying several possible segments, you can choose the most ideal one as your initial entry market based on (profit potential, reachability, fit with your expertise). Then, put all your effort into talking with these people and making products, temporarily setting aside other groups.

• Talking to the wrong people: If you haven't done good segmentation, you might spend a lot of time talking to non-target users without realizing it. Common errors include:

  1. Too broad a target: Trying to be a catch-all, resulting in listening to everyone, with chaotic feedback that's hard to act on.
  2. Missing key groups: Your product involves multiple different user roles, but you might have only talked to one type. For example, a social platform making money from ads needs to talk to both users and advertisers; similarly, software sold to businesses might have different users and purchasing decision-makers, and you need to cover both.
  3. Ignoring secondary users: Sometimes we focus too much on "big customers" or "heavy users," ignoring the voices of long-tail or grassroots users. The needs of each type of user can affect product success, so consider all aspects, but prioritize. You can first focus on one core group, but don't forget to validate the ideas of other related groups, especially when they play different roles in the usage and purchasing process.

In summary, this chapter reminds entrepreneurs: finding the right "who" is more fundamental than figuring out "what they want." Only by targeting a clear user group can you effectively execute the interview and validation methods discussed in previous chapters. If you find the feedback in your conversations all over the place, you might need to stop and redefine your target customers.

Chapter 8: Running the Process​

Chapter theme: Emphasizes that interviews are not just about conversation skills, but also preparation before and organization after, as well as the importance of team collaboration. Even if you follow all the previous advice, if you don't manage the process well, the results might still be poor.

• Avoiding learning bottlenecks: The author warns that if only the founder goes to talk to users and then just verbally relays the information, the information becomes distorted and delayed, and the entire team becomes bottlenecked by one person's brain capacity. Typical negative examples include: "Development colleagues just write code without participating in interviews, with product decisions based entirely on the founder saying 'users need this,'" or interview records scattered and unread. To avoid this information blockage, you need to do "three things: preparation, review, and recording."

• 8.1 Prepping: Before starting a round of interviews, work with your team to clarify learning goals. That is, the aforementioned "three questions"; here it's emphasized again that the team must reach consensus: everyone agrees on what three things need to be validated most urgently. At the same time, envision what commitments you hope to get from users (such as willingness to try or refer others), so you know what to aim for. Also, research the interviewee's background: for instance, browse their company website, LinkedIn profile, etc. Avoid asking questions during the interview that could be answered with a web search, as that would make you appear unprofessional. Finally, adjust your mindset: anticipate the worst answers, so you can calmly accept sharp feedback when faced with it. Rule of thumb: If before meeting you don't know what you want to learn, then it's not worth going. The purpose of preparation is to ensure each conversation has a clear purpose, rather than just chatting for the sake of chatting.

• 8.2 Reviewing: After each interview, quickly share notes and insights with your team. Ideally, immediately call a small review meeting to go through the 3 big questions you asked and the answers you got, letting everyone understand the user feedback. Discuss as a team which findings were unexpected, which assumptions were confirmed/disproven, and how to adjust upcoming plans. This kind of review both solidifies information and helps the team reach consensus on future direction. If you can't meet immediately, at least organize and share the records with relevant members; don't keep information locked in personal notebooks.

• 8.3 Who should show up: The author advocates that important decision-makers in the team should participate in some interviews. Especially co-founders, regardless of whether they're responsible for technology or business, should ideally hear users discuss problems firsthand. Because the impact of firsthand information cannot be matched by secondhand reports. Hearing users describe pain points in their own words gives engineers a deeper understanding and acceptance of product direction. Of course, not everyone needs to attend every time; usually two people as a group is most effective: one leading the conversation, the other taking notes. This avoids a single person being overwhelmed while not creating a crowd that makes users nervous.

• 8.4 How to write it down: Interview records are the basis for subsequent decisions and should be both detailed and efficient. The author suggests:

  • Try to record direct quotes: Especially when users express strong emotions or key viewpoints, write them down as direct quotes. These golden sentences are very powerful when later explaining problems to the team or investors.
  • Capture emotions and key points: Use symbols or emoticons to mark the other person's tone, such as 😃 for excitement, 😕 for confusion, etc. Emotions often reflect the depth of pain points.
  • Use concise shorthand: No need to record verbatim (except for key sentences); you can use abbreviations, bullet points, etc. to record quickly. Recording too much detail on the spot might distract attention.
  • Record audio if necessary: If the other person allows, recording and then organizing afterward ensures nothing is missed. However, recording slightly affects the casual atmosphere and should be used judiciously.

• 8.5 Where to write it down: It's suggested to use electronic, shareable methods for recording. For example, directly record in note-taking software or online documents, making it easy to share with the team afterward. If handwriting is faster, you should immediately type the content into the computer after the meeting and add details. The key is that records shouldn't lie dormant unexamined. If you don't plan to review them, recording no matter how much is meaningless. Therefore, choose a storage method that both you and your team will look at, and establish a review habit.

• 8.6 The process: At the end, the author provides a concise process checklist, connecting all the key points of the book:

  • Before a batch of interviews: Define clear user segments; have the team jointly decide on 3 main learning objectives; if commitment validation is needed, think about the desired form of commitment; find out where target users are and who can introduce them; do necessary desk research.
  • During the interview: Use the "five-element" framework in the opening to set the right communication tone; keep the conversation relaxed and natural; ask questions following Mom Test principles (don't ask for opinions, ask for facts); redirect compliments, follow up on assumptions with factual inquiries, dig into motivations behind ideas; listen carefully and take notes; if the situation is appropriate, bravely propose next steps or request commitments.
  • After a batch of interviews: Organize notes and key quotes; evaluate results with the team (new insights, corrected assumptions); archive important findings (for future product design reference); update your action plan based on the information obtained; then identify new 3 questions and enter the next cycle.

  The author finally reminds: All of this is to make your business run faster, not slower. Don't over-prepare for interviews, nor endlessly interview without action. Generally speaking, spend a week or two intensively talking to customers, then go build something based on feedback (like a prototype) to give customers something they can commit to/use, and iterate repeatedly. Rule of thumb: Don't get stuck in theoretical discussions; when it's time to act, act, because ultimately products and business performance validate everything.

Above are the detailed summaries of each chapter. From questioning techniques, to analyzing feedback, to advancing relationships, finding customers, focusing on users, and executing the entire interview process, the book coherently teaches readers how to conduct effective customer development conversations.

Summary of Methodologies and Practical Principles​

Synthesizing the entire book, to successfully apply "The Mom Test" philosophy, you need to master a series of methods and principles. Below, from six aspects—questioning techniques, identifying feedback, communication strategies, advancing commitments, obtaining customers, and team processes—we organize the specific methodologies, practical suggestions, and important principles from the book.

Golden Rules of Questioning (Three Mom Test Principles)​

• Focus on the user, not on yourself: Talk about the user's current life situation and problems, don't immediately present your product idea. Let the user be the teacher and you the student, avoiding self-promotion.
• Focus on the past, not hypothetical futures: Ask users about behaviors and experiences that actually happened in the past, don't ask "would you in the future...". Past facts are objective, while promises about the future are often distorted.
• Listen more, talk less: The principle of 80% listening + 20% questioning. Control your desire to speak, don't interrupt or defend, leave more time for the other person to output information. Your role is more like a reporter, not a salesperson.

Techniques for Avoiding Ineffective Feedback​

• Don't let compliments go to your head: Be wary of praise like "good" or "like." Politely respond and immediately guide back to practical issues, for example: "Thanks for the support! But what I'd like to understand more is your experience last time with...?" Compliments don't equal demand.
• Anchor vague talk: When you hear vague statements like "always/never/maybe/will in the future," immediately ask for specific examples: "When was the last time? What was the specific situation then?" Use details to bring empty talk back to real scenarios. As long as the other person starts telling concrete stories, you've moved from assumptions to facts.
• Dig into the motivations behind user ideas: When users suggest product improvements, don't immediately agree to implement them; first ask "Why do you want this? What benefit would this bring you?" to understand the real needs behind it. If you discover this is a core pain point, it's worth considering; otherwise, record the idea but defer action.
• Eliminate the mentality of seeking approval: Constantly remind yourself: I want facts, not agreement. Avoid asking "Do you think my idea is good?" type questions seeking affirmation. Focus your attention on the user's problems, don't try to gain confidence from users.

Effective Communication and Interview Strategies​

• Keep conversations casual and natural: Try to chat in relaxed environments rather than formal meeting rooms. Even in formal meetings, use a conversational tone. Avoid questionnaire-style questioning or making the other person feel interrogated. Casual doesn't mean purposeless, but letting the other person comfortably share.
• Control time, short and focused: 5-15 minutes is enough for early exploratory conversations. After confirming a problem exists and is important, then invest more time in detailed discussion. Better to have multiple short talks than one long one, as each conversation yields insights and quickly validates assumptions.
• Conceal your solution bias: In initial conversations, try not to reveal your specific solution concept. This prevents the other person from politely praising along with your solution or proposing a bunch of ideas targeted at your solution. This allows you to objectively understand their original problems and behaviors.
• Master the opening framework: When inviting and starting, use the "vision-framing-weakness-pedestal-ask" five elements to set correct expectations. State the problem you want to solve, explain you currently have nothing to sell and are just learning, humbly ask for the other person's experience, and request some time. This improves response rates and conversation quality.
• Cleverly ask sensitive questions: For questions you fear bad answers to most (like "Would you really pay for this?"), don't avoid them; design your approach in advance and gather the courage to ask. Bad news = valuable information; don't avoid asking just because you fear rejection.

Advancing Commitments and Validating Needs​

• Look for commitment signals: When evaluating conversation outcomes, focus on whether the other person is willing to pay some price to show interest: willing to spend more time talking/testing (time commitment), willing to refer you to others (reputation commitment), willing to pay deposits or sign intentions (monetary commitment), etc. These commitments are signs they truly value your product; pure verbal praise doesn't count.
• Always seek the next step: Before the end of each interaction, make a specific request that advances the relationship (such as scheduling the next demo, introducing potential users, joining a waitlist, etc.). Give the other person a chance to state their position. If they agree, you've made progress; if they refuse, there's no loss and you get a clear signal.
• Measure the credibility of words: The more the other person gives up/invests, the more credible their words. If someone says "I will absolutely buy" but is unwilling to pay a small deposit or sign, then discount that statement. Conversely, if someone doesn't praise you but directly says "I can buy right now," they're serious.
• Identify early enthusiastic users: Pay special attention to those interviewees who seem emotionally excited, eager to solve a problem. They might say "This problem is giving me such a headache, I'm willing to pay to solve it right now!" Such people are characterized by being deeply immersed in the problem, aware of the pain points, having a budget, and having tried alternative solutions. They are the "angel users" worth prioritizing your service for, even if they propose many demanding requirements; listen to them carefully. They're likely to become your first paying customers, helping you refine your product.

Strategies for Obtaining User Conversations​

• Don't fear rejection in cold starts: When just beginning, don't be afraid to send cold emails or make cold calls. Even with a 99% rejection rate, you only need that 1% of responses to get started. Prepare mentally, treat it as practice. Once you have a few seed users, open up further through them or other methods.
• Stake out user gathering places: Actively appear in environments where target users gather, such as industry conferences, forums, group activities, etc. Integrate into their communities, listen to their discussions, seek opportunities to enter conversations from there.
• Learn to find excuses and get close: For stranger potential users, first chat about topics of interest to them. For example, shared appreciation of a setting, asking professional questions, etc., lowering defenses before gradually moving to issues you care about. Avoid self-promotion right from the start.
• Organize events, let users come to you: If conditions allow, host an event or gathering in a niche field. Attract target users to participate; during the event, you naturally gain opportunities to communicate with them, while also establishing your image in the circle. One-to-many format is highly efficient.
• Provide value to attract attention: Through writing professional blogs, sharing tips and resources, small salons, etc., first provide useful information to target user groups. When you're viewed as someone knowledgeable and willing to share, potential customers are more willing to discuss their problems with you. Often in this process, the other party initiates consultation with you, naturally leading into "The Mom Test" style questioning.
• Utilize relationship networks for introductions: Maximize use of your connections. Tell friends, mentors, investors, etc. that you're looking for certain types of users, asking them for introductions. Conversation partners introduced this way will take the meeting more seriously due to the mutual acquaintance. When sending introduction requests, clearly explain your vision and reasons for wanting to meet, making it easier for the intermediary to convey and facilitate.

Interview Process and Team Collaboration​

• Clarify learning objectives: Before conducting a round of interviews, have the team together determine the 3 assumptions/questions you most want to validate at this stage. Design questions around these goals, so each conversation is targeted and effectiveness can be evaluated later. If questions can be answered first through online research, don't waste interview opportunities asking them.
• Team participation: Core members should take turns participating in some interviews, listening to users firsthand. Especially technology or product leaders, this helps avoid information barriers, synchronizing everyone's understanding of user needs. During interviews, it's best to work in pairs (one asking, one recording), ensuring both complete records and smooth communication.
• Timely recording and sharing: Take good notes during interviews, highlighting golden quotes and key points. Immediately organize and share with relevant team members afterward. You can call quick sharing sessions or list key points and quotes in Slack/documents. Process information without overnight or weekly delays, ensuring team decisions are based on the latest user feedback.
• Regular reviews and adjustments: After several interviews, sit down with the team to analyze common conclusions: What are the users' universal pain points? Which of our original assumptions were disproven? Does the product direction need adjustment? Update product plans and questions to validate next accordingly. Then enter the next Build-Measure-Learn cycle.
• Don't rely excessively on interviews: Although the book emphasizes the importance of conversations, it also reminds not to endlessly interview without taking action. At the appropriate time, stop talking and start developing prototypes or features to further test (for example, see if users will actually use it, will pay for it). Interviews are tools, not goals; ultimately you need to deliver products that solve problems. If a conversation doesn't yield much (e.g., repetitive information or deviation from core issues), consider reducing such interviews or changing direction.

These key points condense the principles and techniques repeatedly mentioned in "The Mom Test." Following these methodologies, entrepreneurs can systematically develop customers: ask the right questions, hear the real answers, quickly validate and iterate. Avoid typical traps (such as only listening to good words, having too mixed a user group, not sharing information, etc.), thereby more efficiently refining products and finding Product-Market Fit.

Practical Application Cases​

To better understand the principles above, here are several real-world application cases from the book and reality, illustrating how "The Mom Test" method works in practice.

• Case 1: Validating a Recipe App Idea with Mom – Tom planned to develop a premium recipe app. Following the book's methodology, instead of directly asking his mom "What do you think of my idea?", he had her talk about her daily iPad usage habits. She mentioned mainly using her iPad for news and games, with no mention of cooking-related needs. Tom further asked, "When was the last time you used your iPad for something recipe-related?" She couldn't recall because she simply doesn't use her iPad for recipes, preferring her physical cookbooks. Through this conversation, Tom discovered that target users (everyday home cooks) might not have the pain point he assumed, and the likelihood of them willing to pay $40 for a recipe app was probably low. This case shows how "The Mom Test" helped him adjust direction early, avoiding market misinterpretation due to his mom's polite encouragement.

• Case 2: Inspiration for a Dropbox-Style Solution – The author mentions an entrepreneurial team's experience interviewing finance professionals. Initially, these finance workers complained about spending significant time synchronizing Excel spreadsheets via email, seemingly seeking more efficient communication tools. They even explicitly requested "better messaging tools" to save time. However, the startup team didn't stop at surface requirements and instead asked: "Why do you spend so much time sending spreadsheet emails back and forth?" The answer: "Because we need to ensure everyone sees the latest version." This insight was a revelation: the fundamental problem wasn't communication efficiency but file version synchronization. Consequently, they pivoted from building a chat tool to creating cloud sharing functionality (similar to Dropbox), successfully addressing the customer's true pain point. This case demonstrates the insight gained by asking "why do you do this," and the importance of not being misled by surface requirements, but instead digging deeper into motivations.

• Case 3: Identifying Early Evangelists – A startup developed collaboration software for designers. During interviews, they encountered two types of feedback:

  • Most designers said: "Sounds good, let us know when you launch." But when asked if they'd be willing to try it or schedule a demo, they typically responded with "We'll see then."
  • A few designers excitedly said: "This is exactly what I urgently need! Our team constantly has collaboration problems. If you have this, I'm willing to pay for it right now!" They readily signed up for trials and even offered to bring colleagues to test.

  The team recognized the second group as their target seed users. They prioritized meeting the needs of these "enthusiasts," inviting them to deeply participate in product refinement. Sure enough, this group later became paying customers and advocates. The first group proved to be merely offering polite support, with many never converting. This real-world example shows how requesting small commitments (like signing up for a trial) can effectively distinguish those with genuine needs. Those who only verbally support but take no action can be deprioritized for the time being.

• Case 4: Buffer's Landing Page Test – In this famous case, social media scheduling tool Buffer was still in the concept stage when founder Joel created a simple webpage describing the product with a "pricing" button. Clicking this button revealed a message: "Product not yet available, leave your email for updates." Within days, they collected numerous emails (demonstrating interest). Joel then proactively emailed these potential users to deeply understand their social media pain points. This was essentially a variation of "The Mom Test" strategy: using an MVP (Minimum Viable Product) to filter out users with genuine needs, then conducting qualitative interviews with them. Through these conversations, the Buffer team identified the features users needed most and acceptable price ranges, then rapidly developed the product. Buffer ultimately achieved great success. This case demonstrates: finding users and validating needs through creative methods, combining interviews and data, can greatly increase the probability of addressing real pain points.

• Case 5: Quickly Gathering Feedback at an HR Meetup – An entrepreneur wanted to develop HR software but found traditional cold starts difficult. Following the book's suggestions, he organized a small meetup for HR professionals. He invited about a dozen HR managers he had contacted through friends and LinkedIn, providing free venue and refreshments. During the meetup, everyone freely discussed challenges in their work. As the host, he naturally joined the discussions and posed several questions he was interested in (such as "What do you all think is the biggest difficulty in talent recruitment?"). As a result, he collected valuable firsthand feedback, and several HR managers expressed interest in further discussions about his product concept afterward. This event allowed him to quickly build connections and gain deep insights, much more efficiently than scheduling cold interviews one by one. Lesson learned: By providing a valuable platform, you can establish connections with multiple target users simultaneously and understand their genuine needs.

These cases demonstrate that whether testing ideas with family and friends, pivoting early product positioning, identifying initial seed customers, or creating opportunities to reach users, "The Mom Test" principles are genuinely effective. The key is flexible application: designing appropriate outreach methods for your specific field, while always maintaining the core focus of asking the right questions and hearing genuine feedback. When you truly make an effort to understand your users rather than rushing to validate your own ideas, you can often avoid major pitfalls and discover the path to success.

About Author Rob Fitzpatrick​

Rob Fitzpatrick is a seasoned entrepreneur and author whose background and experience provided the practical wisdom for writing "The Mom Test":

• Entrepreneurial Experience: Rob has over 10 years of entrepreneurial experience, having founded and participated in multiple startups, including both bootstrapped projects and venture-backed companies. He was part of Y Combinator's Summer 2007 batch, has successfully raised funds for startups in the US and UK, and has built products serving international brands like Sony and MTV. These experiences gave him profound insights into the importance and difficulties of communicating with customers during the entrepreneurial process, and taught him many valuable lessons.

• Transition to Customer Development Expert: Rob started as a programmer, but in his first startup, he was forced to take the lead in customer interactions. He discovered that marketing or user research books on the market were mostly theoretical and didn't teach him specifically how to talk to customers to obtain genuine insights. To fill this gap, he compiled practical interview techniques based on personal experience, eventually organizing them into "The Mom Test." The book can be considered the crystallization of his experiences after "stumbling" on the entrepreneurial path, making it particularly relevant to the real needs of startup teams.

• Work and Influence: Since its publication in 2013, "The Mom Test" has received excellent reviews and is considered one of the most valuable entrepreneurial guides "per ounce." It's concise and practical, avoiding abstract theory and offering only actionable methods, earning praise from numerous entrepreneurs. The book is now used as course material in entrepreneurship programs at institutions like Harvard Business School and University College London (UCL), and has been listed as required reading by several European startup accelerators (such as Seedcamp and Microsoft Ventures Accelerator). Several well-known entrepreneurs and investors have publicly recommended it.

• Other Works: Besides "The Mom Test," Rob Fitzpatrick has authored other practical entrepreneurship books, such as "The Workshop Survival Guide" and "Write Useful Books," the latter sharing his experience in non-fiction writing and publishing. These books continue his practical-first style, covering areas like entrepreneurial education and content creation. Additionally, he regularly writes blog posts and participates in podcasts and startup training, sharing insights on entrepreneurial methodologies.

• Professional Role: Rob is now a startup mentor and speaker, frequently invited to share Customer Development experiences at entrepreneurial events worldwide. He has also created online courses teaching the practical application of "The Mom Test" principles. As a serial entrepreneur, Rob remains active in the startup ecosystem, using his knowledge to help more teams avoid detours.

In summary, Rob Fitzpatrick has contributed valuable methodologies to the entrepreneurial community from the perspective of a technical entrepreneur who has lived through the experience. "The Mom Test" is authentic and useful precisely because the author himself encountered pitfalls, derived patterns, and passed them on to others in plain language. Rob's background gives him a deep understanding of startup teams' pain points, and his guidance has both theoretical foundations and practical verification—a rare combination. This explains why his work has broadly influenced entrepreneurial education and practice, becoming essential reading for many entrepreneurs seeking product-market fit (PMF).

Feedback on Features and Usability​

Many users find Bench’s interface intuitive and user-friendly, with clear information layout. As a cloud-based service, users appreciate being able to access their books anytime, anywhere to stay on top of their company’s financial status. However, several functional limitations are frequently mentioned. For example, Bench lacks mobile support: users are unable to upload receipts and other financial documents via mobile devices, which is considered a major shortcoming. Additionally, Bench only supports cash-based accounting and does not provide accrual-based accounting, which frustrates businesses with more complex accounting needs. While Bench connects to bank accounts for automatic transaction imports, some users complain that the automation is insufficient—they still need to manually upload transaction documentation and categorize each entry. On the reporting side, Bench offers only a limited selection of reports. Users noted the absence of key financial reports (such as payroll summaries or vendor expense breakdowns), receiving only profit and loss statements and year-end summaries, with mixed categories making it hard to verify accuracy. These issues suggest that although Bench provides a decent basic experience, there is significant room for improvement in advanced functionality and usability details.

Data Accuracy, Delays, and Errors​

In terms of data accuracy, some users express concern over the reliability of the books provided by Bench. Clients report receiving books with numerous misclassifications and errors. For instance, one user submitted all required documents, but two months later, the books were still incomplete, and the completed portions contained hundreds of classification errors. This user received inaccurate monthly reports for two consecutive months, risking significant overpayment of taxes. Another user stated they had “lost confidence” in Bench’s bookkeeping over the past three years due to repeated misclassifications, requiring constant self-checking and adjustments. Overall, delayed deliveries and frequent errors are recurring pain points. Although Bench promises to complete historical bookkeeping within a specific timeframe (e.g., 10–15 days), users report serious delays: in one case, a two-week promise turned into nearly two months with no update. These delays also impact tax filing—some users complain that Bench only informed them shortly before the tax deadline that bookkeeping couldn’t be completed on time, forcing them to apply for extensions. During tax season, heavy workloads slow down communication—one G2 user noted that Bench’s response times worsen during tax season. Beyond bookkeeping errors, Bench’s professional support has also faltered. For example, some users reported multiple technical inaccuracies regarding PPP loan forgiveness, indicating a lack of claimed expertise. The shortcomings in data and professionalism have reduced customer trust in Bench, with some users saying they must invest extra effort verifying Bench’s outputs.

Customer Service and Communication​

Bench’s customer support and communication have declined significantly in recent years and are among the most frequently criticized aspects. Many users complain about poor communication, including frequent changes in bookkeeping team members, insufficient handovers, and new staff being unfamiliar with client accounts. When issues arise, users often struggle to reach customer support or their assigned bookkeeper. Multiple clients reported that their messages went unanswered for weeks. Some even booked support calls that were missed without notice. Moreover, several users said they were bounced between different support staff who provided conflicting responses, leaving problems unresolved. One user stated that Bench had become “almost impossible to contact”, making them feel like their annual fees were wasted. Another reported a worse experience: over three weeks, they spoke with nine different people and still couldn’t resolve a basic issue, experiencing multiple missed calls and broken appointments. When this user expressed dissatisfaction strongly, Bench’s manager not only failed to apologize but criticized the user’s tone instead. Overall, many long-time customers observed that Bench’s service quality and responsiveness have deteriorated significantly in the past two years, shifting from early-stage attentiveness to current indifference. This decline in service experience is eroding customer loyalty.

Pricing and Value for Money​

Pricing and value are also major concerns for users. Bench’s basic plan starts at around $299 per month, placing it at the high end of similar bookkeeping services. Many users feel that Bench offers poor value for money, citing high fees for subpar service. Some compare Bench to competitors charging a third of the price with better service. A notable example involved a small business earning only $15,000 a year being charged$7,500 for tax filing through Bench—this was deemed unacceptable. The user said they had “paid a premium for poor service.” On social media, others described Bench as “not worth it”, noting that even a low price is wasted if the work isn’t done right. Complaints about billing practices also surfaced: some users continued to be charged after cancelling the service, encountering double billing. Others were asked to continue paying installment contracts after Bench shut down operations, even though services had stopped—this led users to feel deceived. Some even used terms like “scam” to describe their experience. Beyond pricing, users are annoyed by frequent upselling and price hikes. They reported that Bench often raised subscription fees or pushed add-on services aggressively, which was off-putting. Overall, the disconnect between high fees and lackluster service quality has caused users to question Bench’s value proposition.

Third-Party Integration and Automation​

Bench claims to combine software automation with human bookkeeping. On the integration front, it can connect to users’ bank accounts to automatically import transactions. This works for most major banks, but users note poor support for smaller banks—certain accounts cannot be linked successfully. Even when linked, data syncing is unreliable. Users complain that bank connections frequently drop, requiring repeated password entries—an inconvenience. As for automation, many users find Bench’s promises overblown. Ideally, the system should auto-categorize transactions after linking accounts, but in practice, manual intervention is still needed. One customer quipped: “All accounts are connected, but I still have to upload every receipt and manually classify each transaction; QuickBooks would be just as much work.” This suggests that Bench’s algorithms aren’t intelligent enough to deliver the promised efficiency gains. In terms of third-party service integration, Bench previously outsourced tax services to Taxfyle, and some long-term users found that setup worked well. However, since switching to an in-house tax team, the quality has dropped. A 6-year user said the new team was slow and error-prone, causing severe tax delays. Moreover, Bench does not support direct integration with other accounting platforms (since it competes with software like QuickBooks), making data migration difficult for users wanting to switch. The limitations of cash-based accounting further constrain functionality. As previously mentioned, the lack of accrual support makes Bench unsuitable for businesses with complex financial reporting needs. In summary, Bench’s automation and integration features fall short: while bank connection helps with basic automation, users still need to do a lot manually. The lack of integration with payroll or inventory systems and limited reporting capabilities remain significant pain points.

Desired New Features and Improvements​

Based on the above feedback, Bench users share several expectations for future improvements:

• Support for accrual-based accounting: Bench currently only offers cash-based bookkeeping. Users with professional accounting needs hope it expands to include accrual-based methods to handle more complex financial scenarios.
• More detailed reports and analytics: Users want more customized reports such as payroll summaries, vendor expense analysis, and project profitability breakdowns—not just standard profit and loss or balance sheets. These are crucial for business decision-making.
• Enhanced mobile application: Modern users want to handle financial tasks on the go. Bench’s mobile offering is insufficient, especially in receipt uploads and report viewing. Users strongly desire a comprehensive mobile app.
• Consistent team service: Clients are frustrated by frequent bookkeeper changes. They hope Bench will assign dedicated account managers or improve internal handover processes so new staff are fully briefed on each client, reducing repetitive communication.
• Faster delivery timelines: Users urge Bench to shorten processing cycles for bookkeeping and tax prep. This may require more staff or better workflows to ensure monthly closeouts and annual tax filings are completed on time.
• Smarter automation: Users want smarter software that can auto-identify common transaction types and maintain stable bank connections without frequent re-authentication.
• Transparency and stable operations: Bench’s sudden shutdown in late 2024 damaged user trust. Going forward, users want to be notified in advance of major changes and be provided with data export options and refund mechanisms in case of service disruption.
• Reduced sales pressure: Users are frustrated by excessive upselling. They want Bench to focus on improving core bookkeeping quality rather than pushing extra services. Once the basics are flawless, users will naturally be more open to upgrades.

Key Negative Reviews from Various Platforms​

User reviews from multiple platforms further validate these issues:

• Review platforms (Trustpilot/BBB): In 2024–2025, Bench received many 1-star reviews on Trustpilot and BBB. Complaints focused on poor communication and delays. One user missed the tax deadline due to Bench and was “unable to reach anyone” for resolution. A 6-year customer was furious with the internal tax team, reporting a $5,000+ error in a tax draft after three weeks with no response. Many reviews used strong terms like “deception” and “scam”, especially regarding the shutdown and acquisition—users who paid for a full year lost access when Bench closed.
• Reddit forums: On platforms like r/Bookkeeping, professionals have called Bench a “terrible company,” saying service quality has declined sharply over three years. One accountant said Bench’s staff disappeared for three weeks, halting tax filing. On r/smallbusiness, users warn others to avoid Bench at all costs due to high prices and unreliable delivery.
• Twitter (X): Entrepreneurs have tweeted about their disappointment with Bench. One user called it the “worst service I’ve ever experienced,” citing a six-month delay in year-end books.
• App store reviews: While Bench’s mobile app is not yet widely adopted, existing reviews mention unstable bank connections and frequent re-authentication issues—matching integration problems noted elsewhere. Across platforms, users consistently cite delays, miscommunication, and recurring errors, with a sharp decline in service quality in recent years.

Conclusion: Key Pain Points and Product Improvement Directions​

Synthesizing user feedback, Bench.co’s core pain points lie in the following areas, along with suggested improvements:

• Service timeliness and reliability: Bench repeatedly fails to meet delivery timelines for bookkeeping and tax filings. In severe cases, this results in missed legal deadlines and penalties. Improvement: Optimize workflows, add progress tracking tools, set clear SLAs, and notify users promptly of delays with solutions.

• Poor communication and support: Users are frustrated by unresponsive customer service, inconsistent responses, and lack of familiarity from support staff. Improvement: Assign dedicated account managers, enforce 24-hour response times, improve internal knowledge-sharing, and train staff in empathetic communication.

• Data accuracy and professionalism: Clients question the reliability of Bench’s books due to frequent misclassifications and tax-related errors. Improvement: Implement strict review processes, enhance automatic categorization using machine learning, and limit advice on sensitive tax topics to avoid misguidance.

• Pricing does not match value: Many users feel overcharged given the subpar service quality. Improvement: Offer more flexible pricing tiers, especially for startups, and include added-value services like quarterly reviews or annual consultations for higher plans.

• Limited product functionality: Bench doesn’t meet certain user needs such as accrual-based accounting, mobile usage, or robust automation. Improvement: Expand to include accrual-based options, accelerate mobile app development, improve API integrations, and support third-party tools.

• Trust and transparency: The abrupt 2024 shutdown shook user confidence. Improvement: Provide timely notice of major changes, guarantee data export, and include refund clauses in service contracts to protect prepaid users.

In conclusion, Bench.co must improve both its product and service dimensions. By transforming pain points into actionable upgrades—from system stability and richer functionality to customer support and pricing models—Bench can rebuild user trust. In today’s competitive digital bookkeeping market, user experience is key. Only by addressing these issues can Bench regain its position and maintain customer loyalty in the long term.

User interview is a comprehensive process to find out and understand users, their problems, and potential areas for product improvement.

• Objectives of User Interviews:
  • Refine hypotheses about the user: Understand their profile, motivations, and relationship with the product.
  • Clarify the user's problem: Grasp the problem in the user's words, its severity, and their current solutions or workarounds.
  • Identify potentially more valuable problems: Explore if other issues might be more critical to address.
• Focus of Interviews:
  • Interviews should center on understanding problems from the user's perspective.
  • Avoid exploring potential solutions to prevent bias and leading the user.
• Common Pitfalls:
  • Insufficient warm-up, leading to missed insights.
  • Leading questions that bias towards preconceived hypotheses.
  • Strict adherence to a script, missing new and valuable information.
• Interview Trail Guide Framework:
  • Warm-up Phase: Build rapport and foundational understanding of the user. Small talks to introduce the team and the research. Ask for approval for recording. Emphasize that there are no right or wrong answers.
  • Build Phase: Gradually approach the problem hypothesis, allowing users to express their views, from general experiences to specific experiences.
  • Peak Phase (2/3 of the time): Deep dive into specific problem-related questions. Are we disucssing the right problem? Are users approaching the problem with any alternative ways? How painful is the problem?
• Conducting the Interview:
  • Start with rapport-building questions.
  • Gradually narrow down to the specific problem.
  • Allow space for unexpected insights and follow up on them.
  • Spend substantial interview time in the peak phase, focusing on the hypothesized problem.
• Final Steps:
  • Prioritize emerging problems during the interview.
  • Structure interviews to adapt to new insights and user feedback.

Examples​

1. Doordash:

   • Warm-up Phase: Questions might start broadly, touching on general lifestyle and habits, such as weekend routines and eating habits.
   • Build Phase: Narrowing down to food delivery experiences, with questions like why and how users order food delivery, their typical order times, and their general experience with food delivery.
   • Peak Phase: Specific questions about Doordash’s service, such as frequency of use, user experience with Doordash’s delivery time, and alternatives they resort to when delivery times are long. The goal is to assess whether their hypothesis about delivery time being a pain point is accurate.

2. Rippling Employee Onboarding:

   • Build Phase: Questions might start with general feelings about onboarding new employees, tools or systems currently used, and issues faced with these tools.
   • Peak Phase: Focus on specific problems identified, like steps taken to onboard a new employee, tracking various requirements and deadlines, and the impact of current practices on the onboarding experience.

A deep dive into the business model powering blockchain's infrastructure leader

Web3 infrastructure company QuickNode recently raised $60M in Series B funding at an$800M valuation, continuing its impressive growth trajectory even through crypto's notorious bear market. But while most discussions focus on their technology and market position, a critical question remains: how exactly does QuickNode make money?

Let's break down their revenue model, pricing strategy, and how they've managed to achieve 4x year-over-year growth during one of crypto's most challenging periods.

The Four Revenue Pillars​

QuickNode has built a diversified business with four distinct revenue streams:

1. Core Business: Node Management Platform (80-90% of revenue)​

The foundation of QuickNode's business is its node-as-a-service platform, which comes in two flavors:

Self-Service Plans

• Users sign up directly through QuickNode.com
• Select from tiered subscription plans based on needs
• Pay via credit card or crypto for monthly access
• Pricing scales based on request volume, compute resources, and features

Enterprise Contracts

• Custom contracts negotiated for larger clients
• Typically 6-12 month commitments
• Premium support and SLA guarantees
• Tailored for high-volume customers like Coinbase, OpenSea, and Adobe

This core business operates similar to cloud infrastructure providers like AWS or DigitalOcean, but specialized for blockchain networks. The pricing model follows a familiar pattern: start cheap (or free) for developers, then scale up as usage grows.

2. 'Icy' NFT Tools (5-10% of revenue)​

In May 2022, QuickNode acquired Icy Tools, an NFT analytics platform. This acquisition:

• Added premium NFT data and analytics services
• Created a new subscription revenue stream
• Leverages QuickNode's differentiated off-chain indexer
• Provides enhanced APIs for NFT developers

This strategic acquisition shows how QuickNode is expanding beyond raw infrastructure into higher-level services.

3. App Marketplace (Emerging revenue stream)​

Taking a page from cloud platforms, QuickNode has launched a marketplace where:

• Third-party developers can build and sell add-ons
• Revenue is shared between developers and QuickNode
• Customers can extend functionality without switching platforms

While still in early stages, this platform play follows the successful model pioneered by Salesforce, AWS, and other cloud leaders - creating an ecosystem where developers extend the platform's value.

4. Blockchain Integration Fees (Strategic revenue)​

An often overlooked but strategically valuable revenue source:

• Blockchain foundations pay QuickNode to integrate their networks
• Helps new blockchains quickly access developer ecosystems
• Provides QuickNode early-mover advantage on emerging chains

This clever business development strategy effectively has blockchain networks subsidizing QuickNode's expansion to their platforms, creating a win-win for both parties.

The Economics Behind the Model​

QuickNode's business model combines several characteristics of highly profitable software companies:

Infrastructure Economies of Scale​

Like all infrastructure businesses, QuickNode benefits from significant economies of scale:

• Fixed costs are spread across growing customer base
• Bulk hardware and bandwidth procurement reduces per-unit costs
• Operational efficiency improves with scale
• Multi-tenant architecture optimizes resource utilization

Recurring Revenue + Expansion​

The subscription model creates predictable, recurring revenue while usage-based components drive natural expansion:

• Base subscriptions provide stable monthly recurring revenue (MRR)
• As customers grow, they automatically move to higher tiers
• Enterprise contracts lock in 6-12 months of guaranteed revenue
• High switching costs create strong customer retention

Developer-Led Growth Model​

QuickNode follows the modern developer tools playbook:

• Free tier and documentation attract individual developers
• Developers bring QuickNode into their organizations
• Bottom-up adoption reduces customer acquisition costs
• Technical credibility drives organic growth through word-of-mouth

Pricing Strategy: Transparency + Value-Based Tiers​

QuickNode's pricing page reveals a sophisticated approach:

Developer Tier (Free)

• Limited requests per second and compute
• Perfect for small projects and experimentation
• Creates top-of-funnel for future paying customers

Growth Tier ($49/month)

• Increased performance and request limits
• Monitoring and basic support
• Targets startups and early-stage projects

Professional Tier ($99/month)

• Enterprise-grade reliability
• Advanced features and higher limits
• Targets serious projects with production needs

Enterprise Tier (Custom pricing)

• Dedicated infrastructure options
• Premium support with SLAs
• Custom contracts and features

This tiered approach demonstrates a classic "good, better, best" SaaS pricing strategy, with clear value steps as customers scale.

The Numbers Behind the Growth​

QuickNode reported several impressive growth metrics that shed light on their revenue model:

• 4.1x year-over-year revenue growth from 2021 to 2022
• 3.7x growth in gross revenue from H2-2021 to H2-2022
• >40% quarter-over-quarter growth in enterprise revenue in 2022
• 90 enterprise customers closed in 2022
• 177% growth in new accounts
• 264% growth in endpoints deployed

Most telling is that QuickNode maintained this growth trajectory through the crypto bear market - suggesting their revenue is tied more to infrastructure usage than speculative activity.

Future Revenue Expansion​

Looking ahead, QuickNode has several clear paths to revenue growth:

Vertical Expansion

• More premium services beyond basic node access
• Higher-level abstractions and APIs
• Developer tooling that commands higher margins

Enterprise Penetration

• Deepening relationships with Fortune 500 clients
• Expansion from pilot projects to production systems
• Cross-selling additional services to existing customers

Geographic Expansion

• Building regional presence in Asia and Europe
• Supporting regulatory-compliant infrastructure in various jurisdictions
• Catering to local blockchain ecosystems

Comparing to Cloud Infrastructure Economics​

To put QuickNode's model in perspective, it helps to compare to established cloud infrastructure companies:

While QuickNode's exact margins aren't public, their business model most closely resembles high-margin infrastructure-as-a-service companies. The lack of hardware management (compared to traditional hosting) suggests margins similar to software-defined infrastructure providers like Cloudflare.

The Economics of Durability​

Perhaps most impressive about QuickNode's business model is its ability to weather market cycles. Even as NFT trading volumes and token prices crashed in 2022, QuickNode continued growing. This suggests:

1. Their revenue is tied more to infrastructure usage than transaction value
2. Development activity continues even in bear markets
3. Enterprise adoption provides stability beyond crypto-native customers
4. Their multi-chain approach diversifies risk across blockchain ecosystems

Conclusion: A Sustainable Infrastructure Play​

QuickNode's multi-faceted revenue model showcases the maturation of blockchain infrastructure. By focusing on the fundamentals - reliable service, multiple revenue streams, tiered pricing, and enterprise relationships - they've built a business that can thrive regardless of market conditions.

As blockchain technology continues moving from speculation to utility, companies like QuickNode that provide essential infrastructure stand to benefit from increasing real-world adoption. Their ability to generate revenue from both crypto-native companies and mainstream enterprises positions them as a bridge between these two worlds - and a potentially sustainable business for the long term.

PRFAQ means press release and frequently asked questions. People at Amazon adopt it to write down requirements and important features of yet to be developed products.

Why does it matter?

1. it is customer-centric - Starting with the customer and working backward.
2. it clarifies uncertainties early on and simplifies the following-up work of engineering, product, design, marketing, and sales.
3. it tests people's excitement of the product.

Press Release​

Copied and modified from this article.

Heading: short name for the product that the target customers will understand​

Subheading: One sentence saying who the market is and what the benefit is

Summary: 2–4 sentences that gives a summary of the product and the benefits. Should start with customer and be self-contained so that a person could read only this paragraph and still understand the new product/feature.

Problem : 2–4 sentences describing the problem that a customer faces, which this product solves. Tests your assumptions about the pain-points that you are addressing.

Solution : 2–4 sentences, describing how the new product/feature addresses this problem. Tests your assumptions about how you are solving the pain-points.

Getting started: 1–3 sentences describing how someone can start using this product/feature (if it’s baked into the existing product, say this explicitly). Tests your assumptions about how easy the ramp-up is for your customers to take advantage of the new product/feature.

Internal quote: Someone within your company being quoted about what they like about the product/feature. Tests your assumptions about the value you are creating for your customers and how you position this product within your broader product offerings.

Customer Quote(s): a hypothetical customer saying what they like about the new product/feature. Tests your assumptions about how you want your customers to react to the new product/feature and your ideal customer profile. They should be doing something that they couldn’t do before, doing something much quicker and easier, saving time and effort, or in some other way making their life better. Whatever the benefit is, their delight in the benefit(s) should be exhibited in the quote. This should be multiple quotes from different customers if you have multiple profiles of ideal customers, example: mid-market and F50 customers.

Call to action: 1–2 sentences telling the reader where they can go next to start using the product/feature. Tests your assumptions about whether this is a feature that is automatically on, something they need to turn on, a beta-release, etc.

FAQs​

A set of public frequently-asked questions and their answers. This should be a comprehensive list of everything that a customer might want to know about the product. It should include any reasonable question that comes up when discussing the new product/feature with customers and customer-facing teams during the development of the product/feature.

Internal FAQs​

A set of private, internal frequently-asked questions and their answers in a format that can be understood by every other stakeholder. An FAQ might include wireframes of a product with a strong UX component, or a link to separate wireframe documents, but the PR should rely on text alone. This will allow all internal stakeholders to get clarity on the product/feature.

What success looks like?​

Why is [this product] important to us?​

What are the objectives [this product] trying to achieve?​

How can [this product] fail? Would it cause customer dislikes?​

How much does this work cost?​

• What are the estimated engineering/design/infra hours?
• Are there any external vendor, infrastructure, or ongoing support costs?
• What is the total cost to deliver this feature, including launch and maintenance?

What is the 4P marketing plan?​

• [Product Name] is a [short description of the product/feature] designed for [target user]. It helps them [key benefit or solve a specific problem]. Unlike [existing alternatives], it offers [unique selling point].
• [Product Name] is available on a [pricing model], with plans starting at [$X]. It's [cheaper/more flexible/fairer] than [competitor or traditional approach], especially for [specific use case].
• Customers can access [Product Name] directly through [platform/interface]. It’s fully integrated with [tool or ecosystem] and available globally to [customer segment].
• We’re promoting [Product Name] through [channels like social media, newsletters, PR]. Our messaging focuses on [main customer benefit]. To drive adoption, we’re offering [beta access, early adopter incentives, community rewards, etc.].

What are the dependencies?​

What are the risks?​

Customer FAQ​

Why does [this product] matter to me?​

How to [use this product]?​

How do I know if [this product] is a right solution to my problem?​

Guiding Policies​

1. Keep it simple, easy to be refer to, and easy to be measured.
2. Separate core objectives from stretch objectives.
3. At least 60% of them should be defined by the executors.

OKR Template​

20XX Yearly OKRs

* Core Objective 1:
* Core Objective 2:
* Core Objective 3:
* Stretch Objective 1:
* Stretch Objective 2:

20XXQX OKRs

* Core Objective 1:
  * KR:
  * KR:
* Core Objective 2:
* Stretch Objective 1:

Templates make it easy to think and design clearly and rule out blind spots. (Though it may also introduce blind spots...) Here is a collection of templates that help you build better products.

1. PRFAQ - Press release and frequently asked questions
2. ADR - Architecture decision record
3. OKR - Objectives and key results
4. Eng Design Doc
5. Github Issue and PR
6. Investment Memo

• Listen to customers

  • Continuously communicate with customers
    • Making friends with customers is the simplest strategy: once they become your friends, you can bother them for feedback frequently. To a certain extent, sending chat messages is easier than emails and meetings.
  • Pick customers you serve
    • Exclude customers who are not painful about the problem you are solving
    • Exclude customers who want features that you haven't made yet

• Fast execution

  • Define just the right scope
    • Usually, satisfy the simplest use case and wait to see what else people want. You will naturally know what to do next.
  • Develop an intuition for problem-solving
    • The product is a combination of art and science. Too data-driven products lack soul and surprise. How to practice intuition? Try to validate ideas without code.
  • Maximize autonomy and promote a culture of prioritization by persuasion. At the same time, allow teams to choose their work based on their emotions, lives, and interests. Use persuasiveness and dynamic adjustment to drive progress.

• Listen to Your Customers

  • Continuously communicate with customers
    • Making friends with customers is the simplest strategy: once you become friends, you can easily and casually ask for their feedback. At a certain point, sending a short message is easier than emailing or having meetings.
  • Selectively choose your customers
    • Eliminate customers who do not feel the pain of the problems you solve
    • Remove customers who want features that you have not yet developed

• Execute Quickly

  • Define the right scope
    • Generally, meet the most basic use case, and then wait to see what else people want. You will naturally know what to do next.
  • Cultivate a good intuition for problem-solving
    • Product is a blend of art and science. Overly data-driven products lack soul and surprise. How to practice intuition? Validate ideas without using code as much as possible.
  • Maximize autonomy and promote a culture of prioritization by persuasion. At the same time, allow teams to choose their work based on their emotions, lives, and interests. Drive progress through persuasion and dynamic adjustments.

There are billions of mediocre products in the world, and no one can experience them all in a lifetime. The vast majority of these are subpar; people don't need mediocre products. What people need are a few truly excellent ones. Creating excellence requires focus, and focus means saying no to good things because they hinder your ability to create something great.