This is an excerpt from a post I wrote for the Automattic Product Design blog:
At Automattic we use customer research to help improve our offering. We employ a variety of different methods to study and learn from our customers so we can build better products for them. Some of the approaches we use include conducting customer interviews, running surveys and polls, doing user tests, and offering customer support.
In this post, I’m going to focus on one of my favorite methods: the ol’ customer interview. They have become a great source of inspiration and understanding since I started using them. Talking with our customers has given me a valuable perspective that helps me work on things that are good for them and our company.