Something that jumped into my brain this weekend: if you’re a product owner of SaaS tool, talk to your support people to see what canned replies they have saved in their support tool. That’s basically free pain point discovery from your customers because your support people have had to reply with the solution so many times they automated it.

Hopefully you don’t have many of these, but I’ve been surprised by how a big pile of these things can accrete over time because “well, that’s just how it works.” Maybe it doesn’t have to, though?