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How Onboarding Influences Time to Value
I used to think of onboarding mainly as the process of helping users understand a product. Over time, I started looking at it differently. Onboarding is really about helping users reach value. A product can have excellent features, but if users have to spend too much time figuring out what to do before experiencing those…
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Time to Value vs Time to First Value
One mistake I see product teams make is treating Time to Value and Time to First Value as the same metric. They are related, but they answer different questions. A user can experience value quickly and still take a long time to get the full value they came for. Understanding the difference can change how…
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Centralizing Customer Feedback
Early in my product career, customer feedback came from everywhere. A customer would mention something during a call. Support would raise a ticket. Sales would send a message in Slack. Someone from Customer Success would mention a recurring complaint in a meeting. The problem wasn’t a lack of feedback. The problem was that nobody had…
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Customer Feedback and Product Roadmap Prioritization
One of the easiest ways for a Product Manager to build a roadmap is to look at customer requests and count how often each request appears. Ten customers want Feature A. Three customers want Feature B. Feature A goes to the top of the roadmap. It sounds logical. But product prioritization is rarely that simple.…
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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…