I started out in PR at Freshworks. I rarely spoke to customers when I was in PR, except when I worked on doing some case studies of how people used Freshdesk. It’s something I regret now – I should have used the first two years of my career to get in front of more customers. The fact that I didn’t start out in support or presales was a big disadvantage for me when I moved to product management.
But when I did move, the first thing I wanted to do was talk to our users and get a mental model of a typical business that used Freshdesk. We didn’t have a user research team back then, and I’ve never liked waiting, so this is how I rolled up my sleeves and got some work done, to start talking to several customers.
I’m sharing these three ideas, because they will help you quash blockers to user research in your organization. Let’s go.