How product managers can get more out of user calls

Product managers at GitLab engage in three primary types of user calls—discovery, roadmap discussions, and solution validation—to better understand user needs and improve product offerings. Discovery calls focus on understanding user pain points and require a structured yet flexible approach, often involving scripts and targeting both active GitLab users and potential users from relevant communities. Roadmap discussions, initiated by sales or account teams, aim to strengthen customer relationships by transparently discussing product development plans, though they offer limited insights into user needs. Solution validation calls, which are more focused than discovery calls, involve testing specific prototypes with users to gather feedback, requiring minimal guidance from product managers to accurately assess user interaction with the product. Regular engagement with users through these calls, alongside asynchronous feedback, is crucial for continuous learning and refining product strategies.

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