Involving Communities in Product Development with Jake McKee

Involving Communities in Product Development with Jake McKee

Author: PM Power Consulting May 30, 2025 Duration: 54:32

My guest today is Jake McKee, a pioneer in the modern customer community movement.

In this conversation, he shares:

  • Hiss Origin Story: His unique career bridging product design, engineering, and community strategy.
  • Community-Driven Product Development: How companies can embed passionate customers in the development cycle.
  • Empathy & Relationship Building: The importance of emotional connection between brands, engineers, and users.
  • Community Across Industries: From B2B to B2C, physical products to software, communities play a crucial role in success.
  • Brand Strength vs. Community Engagement: Why brand prestige isn’t necessary—what matters is purpose and connection.
  • Breaking Silos Within Organizations: How community initiatives foster collaboration across different departments.
  • Harnessing Collective Knowledge: Using communities to gather insights, troubleshoot issues, and enhance product adoption.
  • Leading Indicators vs. Reactive Responses: Using community feedback to detect trends before they become business problems.
  • AI in Community Management: How AI can augment but not replace human relationships in communities.
  • What Makes a Great Community Manager? Perseverance, empathy, and communication are key traits for success.


Jake McKee is one of the founders of the modern customer community movement. He led Apple’s famed Global Support Communities. He pioneered efforts at LEGO to engage its adult users in a community - which spawned breakthrough innovations such as the Mindstorms Community Driven Product Development (which landed on the cover of Wired Magazine). 

For more than 10 years, Jake has been a leading industry community consultant working with clients like Cancer Treatment Centers of America, EA Games, Southwest Airlines, and Outdoorsy. His consulting practice, Jake McKee Consulting focuses on helping organizations of all sizes design, execute, and grow Community Driven Product Development programs that bring the Community Voice into the product development lifecycle.

Jake also manages the CX Sessions project, an invitation-only monthly dinner series that brings senior online community, CX, and product management leaders together for conversation, connection, and camaraderie. And just for laughs, he created a web comic for community managers called Confessions of a Community Manager. 

https://jakemckee.com/

https://www.linkedin.com/in/jakemckee/



Behind every line of code, there's a person with a story. Software People Stories, from PM Power Consulting, moves beyond abstract theory and polished case studies to explore the real, human experience of building technology. This isn't about hypotheticals; it's a collection of candid conversations with the practitioners themselves-developers, designers, product managers, and architects-who share firsthand accounts from the trenches. They talk about the paths that led to success and, just as importantly, the unexpected detours and failures that provided the most valuable lessons. Each episode delves into the nuanced journey of discovering what users need, designing elegant systems, navigating complex development, and ultimately delivering solutions that matter. By focusing on these personal narratives, the podcast reveals the core of software creation: a blend of technical skill, creative problem-solving, and team dynamics. Listeners gain practical wisdom and relatable perspectives on the challenges and triumphs inherent in the tech industry. Tune in for an honest look at the craft, where the stories of people are just as crucial as the software they build. You'll find this podcast a refreshing source of insight for anyone involved in or curious about the technology and business landscapes, offering career lessons learned the hard way.
Author: Language: English Episodes: 100

Software People Stories
Podcast Episodes
Reviving Developer Passion with Paramu Kurumathur [not-audio_url] [/not-audio_url]

Duration: 33:39
My guest today is a good friend and colleague - and not to forget with whom I was a co-author for a book, Paramu Kurumathur.In this episode, Paramu discusses how his recent development work evolved from small Google Apps…
From Gaming to Global Efficiency with Evan J Schwartz [not-audio_url] [/not-audio_url]

Duration: 52:05
My guest today is Evan J. Schwartz, the COO of AMCS Group North America, a global leader in sustainable cloud technology. He also serves as an Adjunct Professor and Board Advisor at Jacksonville University, mentoring gra…
Navigating Career Curves and Breaks with Chaitra Rao [not-audio_url] [/not-audio_url]

Duration: 54:10
My guest today is Chaitra Partha Rao, Vice President at Daimler Truck Innovation Center India – Manufacturing , Sales & Aftersales.Chaitra shares how her childhood aspirations to become a neurosurgeon shifted to commerce…
Navigating Tech and Chaos with Tyler Wells [not-audio_url] [/not-audio_url]

Duration: 50:24
My guest today is Tyler Wells, co-founder of Brain Grid.Tyler recounts 25+ years in software, from an early IBM XT to work across military communications, startups, Skype/Microsoft, and seven and a half years at Twilio b…
Building a Business Dream with L A Balamurugan [not-audio_url] [/not-audio_url]

Duration: 51:59
My guest today is L.A. Balamurugan, known as Bala. With extensive experience in software development, he now plays the role of a delivery coach.In this conversation filled with nuggets from his experience, Bala shares hi…
Unleashing Potential with Rajesh Sharma [not-audio_url] [/not-audio_url]

Duration: 54:07
In this episode, I am in conversation with Rajesh Sharma, co-founder and chief product officer of ProHance. Rajesh covers a lot of ground starting from his move from Public Sector to SaaS Founder.Rajesh describes his pat…
A real natural with Arundathi Rao [not-audio_url] [/not-audio_url]

Duration: 52:41
Host: Chitra Gurjar4 decades and counting, always energized to do something, work is my DNAFrom post and telegraph to giving tuitions to creating her own agency to studyAn advocate for herself, nurturing her desire to se…
Bits, Banking & Business Analytics with Muthusamy Vetrivel [not-audio_url] [/not-audio_url]

Duration: 32:45
In this episode of Software People Stories, Gayatri speaks with Muthusamy Vetrivel, Manager – Business Analytics at Saudi National Bank (formerly Saudi French Bank), about a career that spans over four decades of technol…
Belong, Don't Blur with Dr. Vaijayanthi Srinivasaraghavan (Viji) [not-audio_url] [/not-audio_url]

Duration: 38:52
In this deeply personal and inspiring episode of Software People Stories, Gayatri speaks with Dr. Vaijayanthi Srinivasaraghavan (Viji) — a seasoned technology leader, Senior Director at UPS, and a resilient voice for wom…