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Usability Testing and VoC
One thing I’ve learned about Voice of Customer research is that customers don’t always have the right words to describe what is wrong. They might say a workflow is confusing. They might ask for a new button. They might say a feature is difficult to use. But sometimes the most useful insight comes from simply…
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VoC in Early-Stage Product Discovery
Early in a product’s life, there is a temptation to start building as soon as you identify a problem. You talk to a few potential customers, hear an interesting idea, and suddenly the roadmap starts taking shape. But one of the biggest advantages of Voice of Customer research is that it can help you slow…
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Should the Loudest Customer Get the Loudest Voice?
One of the hardest things for Product Managers is deciding what to do when a customer is very vocal about a problem. They send emails. They join calls. They escalate issues. They repeatedly ask for the same feature. And because they’re persistent, their request starts getting a lot of attention internally. But there’s an important…
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How to Investigate an Unexpected Metric Change
One of the most uncomfortable moments for a Product Manager is opening a dashboard and seeing a metric suddenly move. Conversion is down 12%. Retention is up 8%. Usage has doubled overnight. The first instinct is usually to explain it. “What happened?” But I’ve learned that the first question should be slightly different: “Can I…
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Time to Value Across Multiple Stakeholders
One thing I’ve learned from working on B2B products is that the person who buys a product isn’t always the person who uses it. And the person who uses it isn’t necessarily the person who decides whether the product is successful. This creates an interesting Product Management challenge. When multiple stakeholders are involved, whose Time…