A couple of weeks ago I explored the idea of when work is done. This week, I’d like to extend this idea to product management. We have all seen too many products where they promote they do X, but once you start using it you realize that it doesn’t quite do X, or X is so complicated to execute that it defeats the purpose. But how do we really get here? It’s unlikely that a product manager simply decided to push out a bad product. Or that the quality assurance team didn’t actually QA it.
I think there are probably 3 contributing factors:
- Lack of customer feedback – Sometimes businesses truly are on the cutting edge in the development of something new and therefore there is no way to get the feedback needed on your new product (think iPod). However, this is usually not the case. We all need to make sure that we are engaging with customers and getting feedback on the products we are developing otherwise we pose serious risk to missing the mark.
- Misunderstanding of the business context – A common factor that occurs as a result of the lack of customer feedback is missing out on the customer context. You can think you know what problem you are trying to solve, and develop a product that solves that problem, but you’ll still have adoption issues if the workflow or functional assumptions don’t align to the business context of how the users will engage with it.
- Making assumptions about whether it will work without actually vetting the assumed changes – Too many times we get in trouble for being wrong based on an “I think” rather than an “I think, but I’ll verify and get back to you.” All products are built based on a set of assumptions. It’s usually these assumptions that drive how it gets QA’d. We can’t then assume that because the assumptions change (no matter how small they are), that all will work well. These new assumptions need to be vetted as well.
Product management and project management aren’t exact sciences. They do take a level of art and skill to be able to navigate the chaos and deliver on the business value. However, we can take steps to mitigate these factors, ultimately increasing our probability of success with our customers.