Founder intuition comes from thousands of customer touches

Dylan is very based on intuition and instinct. That intuition is actually built off of thousands and hundreds of thousands of customer interactions where he might look at something and be like, 'This isn't going to land well.' Part of my job is to build out that logic for him so people can understand that at scale.

Dylan actually really cares very deeply about any given user and how they're feeling about Figma. He met my partner and immediately wanted to ask what the biggest problems were. That's the level of customer obsession that he exhibits and then informs his intuitions.

I think that it's just by having this insatiable curiosity and talking to users at every chance you get. So, I would go to dinners and grill the people around me on how they use Figma and how they use FigJam.

I was not allowed to take the product manager role until I had visited 30 customers in person, 15 in the US, 15 in Europe. That was just the person who was coaching me. That was their rule. And all I know is those 30 customers changed my life because I thought I knew our customers and I really didn't.