User empathy, feedback loops, and what not to build - product engineering with Jack Ryan

Kent talks with Jack Ryan, Principal Engineer at Intercom, about product engineering at scale: why implementation is only part of the job, how to broaden what you measure as success beyond shipping tickets, and why customer feedback is an input, not a product roadmap. They cover startup lessons from property tech, metrics vs. conversation, AI-era decision-making, performance trade-offs, PM/engineering overlap, and practical ways engineers can tighten feedback loops without outsourcing judgment to users. Jack brings a useful split perspective: early UK proptech startup experience where engineering success and company success were basically the same thing, followed by years of technical leadership at Intercom without people management. That combination shows up throughout the episode in how he talks about responsibility, ambiguity, and what still matters when agents can generate more code faster. A big theme is reframing success. Instead of celebrating "I shipped the ticket on time," Jack argues product engineers look back at whether the thing they shipped is being used, whether customers are happy, and whether the work connected to business outcomes. Metrics help start those conversations, but he is skeptical of sweating small week-to-week movements on a single number when qualitative signals and customer conversations often tell you more. The close is especially practical: engineers can use their craft to improve product judgment, not only implementation - by wiring up real customer feedback channels (Slack feeds, sales-call snippets, forward-deployed engineer patterns) and learning to ask *why* people want something before deciding what to build. Homework Find good sources of customer feedback in your org (support, sales, success, research, or forward-deployed engineers).Use engineering to put that feedback somewhere you will actually see it regularly - wire up a Slack channel, dashboard, or digest so the signal can "wash over you" the way Jack describes.Practice asking *why* a customer wants something before treating their feature request as the spec. Resources Jack Ryan - Intercom BlogIntercomrequisite (Intercom open source) Guest: Jack Ryan Company: IntercomGitHub: @jmfryan𝕏: @jmfryan Host: Kent C. Dodds Website: kentcdodds.com𝕏: @kentcdoddsGitHub: @kentcdoddsYouTube: kentcdodds-plusPodcast: epicproduct.engineer See on Epic Product Engineer