REWORK

Customer feedback is valuable, but not all of it deserves a spot on your to-do list. In this episode, Jason Fried and David Heinemeier Hansson revisit a chapter from their book REWORK, sharing how 37signals filters feedback, why roadmaps can do more harm than good, and what happens when companies let fear drive their product decisions.
Key Takeaways
00:40 – Why writing down every customer request can work against you
03:08 – Handling feedback on the technical and open source side
07:37 – Why 37signals doesn't really use time specific roadmaps
09:54 – How vague promises set customers up for disappointment
13:33 – Avoiding promised feature regret
16:10 – Don't let the fear of losing customers steer your decisions
19:29 – Resisting the pressure to just "do something”
Links and Resources
Record a video question for the podcast
Watch The REWORK podcast on YouTube
Basecamp is the no-nonsense project management system. Sign up for free at Basecamp.com
HEY is a fresh take on email. Sign up for a 30-day free trial at HEY.com
Fizzy is a modern spin on kanban. Sign up for free at fizzy.do
Books by 37signals
Jason Fried on X
David Heinemeier Hansson on X

AI didn't just speed up the development of Basecamp 5, it changed how it was built. This week, Jason Fried and David Heinemeier Hansson break down how much of a role AI played in building their latest product, where it shines, and how 37signals had to adjust its process to keep their code base clean.
Key Takeaways
00:11 – How much of a role AI played in building Basecamp 5
09:55 – Where the intelligence technology truly excels
14:42 – The new challenge of saying no when features become easier to build
16:19 – Why a leaner product roadmap still matters
18:32 – Staying "easy to use" while competitors focus on AI features
20:44 – Why AI deserves both the hype and the skepticism
25:12 – Token spend, productivity, and staying profitable
Links and Resources
AI Agents welcome in Basecamp
Record a video question for the podcast
Watch The REWORK podcast on YouTube
Basecamp is the no-nonsense project management system. Sign up for free at Basecamp.com
HEY is a fresh take on email. Sign up for a 30-day free trial at HEY.com
Fizzy is a modern spin on kanban. Sign up for free at fizzy.do
Books by 37signals
Jason Fried on X
David Heinemeier Hansson on X

Basecamp 5 is out in the world! In this episode, Jason Fried and David Heinemeier Hansson sit down with host Kimberly Rhodes to talk about some of the details of the launch and the big decisions that went into it. They discuss what went smoothly, what only a live rollout could reveal, and the response from current customers.
Key Takeaways
00:34 – How this launch compared to previous Basecamp versions
03:50 – Setting (and moving) the launch date
06:45 – How the mobile apps equaled a point of no return
13:07 – Going live is when things get real
16:31 – The decision to move all customers to Basecamp 5 at once
19:52 – Handling the customers who push back hardest
21:11 – How a great support team makes or breaks a major product transition
Links and Resources
See where Basecamp is being used right now – basecamp.com/live
If Your Product Is Great, It Doesn't Need to Be Good by Paul Buchheit
Record a video question for the podcast
Watch The REWORK podcast on YouTube
Basecamp is the no-nonsense project management system. Sign up for free at Basecamp.com
HEY is a fresh take on email. Sign up for a 30-day free trial at HEY.com
Fizzy is a modern spin on kanban. Sign up for free at fizzy.do
Books by 37signals
Jason Fried on X
David Heinemeier Hansson on X

With the launch of Basecamp 5 approaching, 37signals co-founders Jason Fried and David Heinemeier Hansson discuss what happens inside their company when it enters “launch mode.” They talk about temporarily shifting priorities, the difference between routine operations and launch periods, and why putting lower-priority tasks on hold is often necessary to make meaningful progress. Plus, Jason and David share their favorite aspects of the newest version of Basecamp.
Key Takeaways
00:00 – Introduction
00:10 – Pausing processes and the power of “not now”
03:41 – Moving quickly and deciding to just build it
08:38 – Pressing pause on routines to stay focused on the goal
11:20 – Staying flexible while working through the chaos
13:54 – What life after launch will look like
20:54 – Jason and David share their favorite Basecamp 5 updates
Links and Resources
Record a video question for the podcast
Watch The REWORK podcast on YouTube
Basecamp is the no-nonsense project management system. Sign up for free at Basecamp.com
HEY is a fresh take on email. Sign up for a 30-day free trial at HEY.com
Fizzy is a modern spin on kanban. Sign up for free at fizzy.do
Books by 37signals
Jason Fried on X
David Heinemeier Hansson on X

Making it easy for customers to leave might sound like the wrong move, but it's actually a sign of confidence. This week, Jason Fried and David Heinemeier Hansson talk about why removing friction, especially on the way out, builds more trust. They get into cancellation flows, keeping customers by choice instead of pressure, and why people are more likely to share their positive experience when you don't make it hard to go.
Key Takeaways
00:11 – Leaving should be just as easy as signing up
03:23 – Offering a pause instead of forcing a full cancellation
11:00 – Simplifying the buying experience from the start
14:07 – How transparency builds long-term loyalty
17:05 – Creating experiences that make people want to come back
Links and Resources
Record a video question for the podcast
Watch The REWORK podcast on YouTube
Basecamp is the no-nonsense project management system. Sign up for free at Basecamp.com
HEY is a fresh take on email. Sign up for a 30-day free trial at HEY.com
Fizzy is a modern spin on kanban. Sign up for free at fizzy.do
Books by 37signals
Jason Fried on X
David Heinemeier Hansson on X