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Over the last few months, we've written a lot about user research and it's importance. But many people have asked us how to do user research when you don't have many or any customers.

Thomas Carney, Head of Marketing at Planio, reached out to us with a post on this exact topic. In this post he shares:

  • His process of finding prospects (that fit a profile) to interview via LinkedIn
  • His email template and super simple spreadsheet CRM for tracking who he’s reached out to.
  • Why he records, transcribes and highlights interviews instead of taking notes
  • Some clever ways he analyzes responses with tables
  • DS

    Danavir Sarria

    almost 3 years ago #

    Great post!

  • ML

    Michael Lambourne

    almost 3 years ago #

    Very informational post, thanks!

    • BH

      Benji Hyam

      almost 3 years ago #

      Thanks Michael - we thought so too. There's a ton of great lessons to learn from Thomas's post.

      The process around coming up with a hypothesis about who your best customers are, then reaching out to potential prospects on LinkedIn using that hypothesis and running customer interviews with them is important.

      I did this early on when I was at Thinkapps to get to know what pain points people had in the industry and that information helped us focus our product and messaging.

  • JM

    Jacob McMillen

    almost 3 years ago #

    Love this! Great stuff as usual guys.

  • almost 3 years ago #

    Great tips. I especially enjoyed the tip on recording/documenting the interviews. It really helps to be in the moment without having to scribble comments down frantically.

    • BH

      Benji Hyam

      almost 3 years ago #


      This is key. What you're trying to capture is how your customer (or prospect in this case) describes things in their own words. When you try to take notes, you often interpret things differently than your customer. The subtleties in the way they describe and say things are often the key to the big breakthroughs.

  • PM

    Piotr Maksymowicz

    almost 3 years ago #

    Great post, thanks!

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