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Triggers might include: If a customer calls to cancel their subscription, schedule an interview. If a customer has a question about feature x, schedule an interview. If a customer requests a customization, schedule an interview. Triggers can change week over week. The key is to clearly communicate to your customer-facing team who you would like to interview and to make it easy for them to schedule the interview. Give them a script to follow. It might be as simple as this: If the customer trigger occurs, then say: “I’d love for you to share your feedback with our product team. Can we schedule 20 minutes for you to talk with them?” If they say “Yes,” have your colleague schedule the interview.
Continuous Discovery Habits
Teresa Torres
“Work backwards from the narrative.”
That's the key to not shipping the org chart.
Here's Sanchan (ex-head of product at Airbnb) on how narrative-led product development works:
1. Create a narrative of what you want the customer to experience and feel
2. Challenge each team to work together to deliver the narrative
3. Deliver all features that bring the narrative to life at once
This way, teams are encouraged to work together to create a compelling customer journey instead of building in their own silos.
Note by Peter Yang on Substack
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Product Metrics Instrumentation
The first step is to analyze the current state of your product’s engagement data. You’ll want to assess the following:
- Is engagement data enabled today?
- Which tool(s) are we using?
- When were the event tags implemented?
- What kind of metrics are we able to see?
- Can we measure engagement on all of our products and/or features?
- What would we want the optimal state to look like, in terms of data captured?
Product Operations
Melissa Perri and Denise Tilles
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