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Teeba shared how she applied continuous discovery ideas and frameworks to her job search. I made sure to think about both the end customer experience and the tax expert experience,” says Teeba. This one focuses on customer support within the platform. Teeba recently joined Lightspeed Commerce as a Senior Product Manager.
In an era defined by relentless innovation and unprecedented customer expectations, the nature of financial services marketing has changed. Todays customers expect financial brands to deliver deeply personalized, seamless digital experiences at every touchpoint, consistently reinforcing what they stand for.
I was asked to give a ten-minute overview of my continuous discovery framework and then participated in a fireside chat where the host, Cecilie Smedstad , asked me to go deeper in a few areas. I did classic web development before there were frameworks back in the ’90s. What I saw was they were talking to customers periodically.
Career Transition Compound Effect Framework At the heart of successful career transitions lies what I call the Career Transition Compound Effect (CTCE). Be Open to Adjacent Roles : Starting in CRM account management gave me invaluable customer insights to share with the product team.
Lets explore using atomic notes gathered into the wall-to-wall exercise of affinity diagrams with exploratory research scenario as the focus. Finally, revisit and refine clusters with your team by conducting a “walk the wall” exercise, gathering input from teammates who have worked on the data.
How product managers can understand their customers better than anyone else. If you have listened to me before, there is a good chance you’ve heard me say we need to fall in love with the customer’s problem, not our solution. Getting enamored with our solution can distract us from the customer experience.
Good product discovery includes the customer throughout the decision-making process. Good product discovery includes the customer throughout the decision-making process. Good product discovery includes the customer throughout that process. If we are lucky, we might do some customer research at the beginning of the project.
Moving from product concepts to execution requires the steady guidance of a product manager to listen and understand the needs and wants of the organization, the teams involved, and the users for whom the product is being built. Communication starts with listening. The cycle of creating a great product begins with listening.
Also, in various organizations which have grown in product maturity, customer base etc., This role also focuses on increasing the retention rate for existing customers. There are many frameworks available on building products and the approach varies individual to individual. Hard Skills Required for the Role. Product Strategy.
When it came to defining their work in terms of user problems, the trivago team already had good habits in place. First, product work is informed by foundational research done by the trivago UX research team based on the Jobs To Be Done (JTBD) framework. Users don’t usually express their needs directly.
I think there’s a whole bunch of stuff around trends, where we’re now saying, “If we’re going to make good decisions about what to build, let’s include the customer in the process. It’s just, how do we make better decisions about what to build, and include the customer in the process? Lots of that.
Customer journey maps, story mapping, impact mapping—there are lots of ways to externalize your thinking. Principle 1: Encourage Teams to Discover Opportunities through Continuous Customer Touch Points. Discovering opportunities through continuous customer touch points is one of the guiding principles of continuous discovery.
But are you solving for actual customer problems? The danger, however, lies in mistaking new functionality for actually adding meaningful value to the customer experience. To reframe things, only about one out of three feature ideas actually come directly from customers… you know, the people who are paying money to use your products.
Interviewing customers , building opportunity solution trees , running assumption tests —these are all activities that take your attention away from delivery. They’re spending a lot of their time really helping educate or react to questions from other customer-facing teams. It’s true that discovery takes time.
Customer feedback is the lifeblood of customer-centricity. It’s impossible to create and improve products without understanding customers’ experience, especially when customers have unengaged and do not provide feedback. While some customers may be quite vocal, sometimes customers aren’t engaged.
In doing so I hope to help demystify what you actually do in the role, provide a framework for assessing what dimensions of the role you are already good at delivering against, and opportunities for improvement on each. Design: Customer Discovery Insights. Scott Cook, founder of Intuit, has the best perspective on customer discovery.
But there’s more power behind this exercise. But Bernie’s exercise is about more than multitracking. If your team doesn’t use OKRs, you can use any single metric that you want to improve—metrics like engagement, retention, revenue, customer satisfaction, NPS, etc. – Tweet This. Product Managers are Problem Solvers.
To make these sessions most valuable we mixed in some blue-sky brainstorming with some themed discussions and group exercises to generate ideas in a certain area. It is otherwise very easy to fall into a trap of coming up with ideas that are based on personal preferences and likely not relevant to our customers. Test everything!
However, the scoring and weighting are still subject to bias, and the process doesn’t always reflect customer needs. These could come from your organization or you can use a ready framework like RICE or ICE. What is the difference between the unweighted and weighted scoring framework? Next, define the relevant criteria.
An effective customer activation funnel can be an extremely powerful way to channel new customers through your product and get them to experience value fast. In this article, we’ll explore what customer activation is, how to unlock it within your own product, and the best tactics, techniques, and onboarding tools for the job.
A flexible framework for one of today’s most important business documents “A great product manager has the brain of an engineer, the heart of a designer, and the speech of a diplomat.”?—?Deep Audience User personas and stories are other useful ways to provide helpful background context for your team.
TL;DR Usability focuses on the ease of use, efficiency, and effectiveness of a product, while user experience encompasses the overall satisfaction, joy, and value that users derive from their interactions with a brand. Start improving user experience and usability with user research.
It helps organizations focus on the Determining which features to include in a product roadmap can be challenging with constantly evolving customer needs and several opportunities chasing scarce resources. This article will dive deep into the concept of feature prioritization and introduce the top frameworks for successful product management.
TL;DR Data-driven analytics describes the process of collecting, analyzing , and interpreting customer data to help organizations make better-informed product and strategic business decisions. By understanding how users behave inside the product and their goals and problems, you can reduce time to value. Data collection comes next.
We recently had the opportunity to join Gainsight for a webinar about Finding Friction in Your User Journey and How to Fix It. One of the key aspects of fixing userfriction is understanding how to prioritize that work along with things like new feature development. And by how much ? And by how much?
Was it customer interviews? Target product-led growth companies which have direct customer engagement. Here is an exercise I did which really helped me. What do you know about your target’s needs, painpoints, and preferences? My point being, you are passionate about something. Was it data?
It’s become clear to me that everyone should be playing with GPTs (custom versions of ChatGTP) right now. He shared a few examples of how people at top-tier tech companies are using custom GPTs to help their non-eng teams be more productive, while also taking a load off their eng teams. But you’re wrong. What are GPTs?
User data analysis helps: Provide direction for product development , allowing for effective resource allocation. Create impactful product enhancements, boosting user engagement. Improve the user experience and increase customer loyalty. Collect user behavior data from multiple sources.
Giving users a great first impression is critically important, so defining an effective SaaS onboarding funnel has got to be a priority for any product manager. In this article, we’re going to dig deep into the world of customer onboarding. Start with mapping the customer journey. What is a SaaS onboarding funnel?
And if a team is familiar with today’s best-practice frameworks, they’ll begin to ask questions such as: What is the customer ultimately looking to achieve? How else can customers achieve the same goals, and what are the painpoints? Who feels this pain the most? What jobs are they looking to get done?)
Concept testing helps SaaS businesses validate ideas , make the product development process customer-centric, and detect potential issues early, reducing the risk of product failure. Validation from your target audience Concept testing allows SaaS businesses to validate early-stage ideas through the prism of customer needs and preferences.
Behavioral targeting and automation is a rapidly evolving space that brings several key benefits: to name a few, you can boost customer engagement, drive loyalty , and increase retention. This helps because it’s a way of directly appealing to customers based on where they’re at in a journey (i.e. Drive customer loyalty.
You can get an accurate picture of your ideal user just by asking three questions: Who are they? What is their main painpoint in achieving this goal? These questions have a lot to do with Tony Ulwick’s Jobs-To-Be-Done-Framework. In a nutshell: You are building a product that your users need to do a specific job.
An impact map is a visual representation of the connections between the goals you want to achieve, the customers, and solutions. While impact mapping focuses on the interdependencies between the three, a customer journey map is a step-by-step breakdown of the actions your customers need to complete to experience value.
This guide will introduce you to the best resources available for customer onboarding managers, providing you with a curated selection of valuable materials to enhance your skills and knowledge. Looking to enhance your customer onboarding process and drive product adoption? What does a customer onboarding manager do?
The pressure to ship fast turns discovery into a checkbox exercise rushed, inconsistent, and disconnected from the broader product development lifecycle (PDLC). A culture of continuous discovery is essential for staying aligned with both user needs and business goals throughout the PDLC. Read about each discovery technique 1.
Decide what method to use, what framework to use & how to find the right participants? ii) Interviews : One-on-one discussions with users with the primary focus on the hypothesis. ix) Card Sorting: A quantitative or qualitative method that asks users to organize items into groups and assign categories to each group.
Embarking on a career as a customer onboarding manager involves a combination of education, skills development, and practical experience. This guide will provide you with a comprehensive overview of the path to becoming a successful customer onboarding manager. Customer onboarding managers utilize various tools to enhance their work.
Faced with that challenge, one exercise can be extremely helpful: a product deep dive. Each deep dive is a little different, but this five-step framework will give you a solid starting point: Use the product. Talk to customers. Talk to customers. What’s your biggest painpoint with this product?
Using too many (or too few) prioritization frameworks. There are dozens and dozens of prioritization frameworks at the ready. You can get a little overzealous and churn through frameworks too often. The issue with this is you can get stuck in a rut and rely on the same frameworks. This isn’t the best use of your time.
That includes employees across the company, as well as strategic partners and even customers. The exercise might uncover potential unintended consequences. Ideally, present tailored messaging for different audiences to connect with their painpoints and address their concerns. I use the Insights method.
So we’ve summarized all of our key learnings about new user onboarding in one place so you don’t have to re-invent the wheel. Onboarding is the process of educating your customers so that they get the most out of your product. This is when you know the exact steps a user needs to take in order to activate.
When put together, you not only make sure all stakeholders understand the product mission and strategic objectives, but it enables you to come up with a solution customers love that also works for the business — a solution that is valuable, usable, feasible and viable. In discussing and disputing with others, you discover collectively.
Product Vision puts a company’s Vision and Mission into action The Product Vision ensures the Roadmap reflects the priorities which matter the most to the company’s customers and to the company. Here are some tips to keep in mind as you go through the exercise: Every product vision derives from the the organization’s vision.
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