I interview world-class product leaders and growth experts to uncover tactical, actionable, and practical advice to help listeners build, launch, and scale their businesses. Many of these incredible builders have one thing in common and that’s a strong “product sense.”
What do I mean by product sense? Product sense is the skill of consistently being able to craft products (or change existing products) that have the intended impact on their users. Of all the essential product skills (communication, execution, collaboration, strategic thinking) product sense is consistently rated as one of the most important but it’s vague and hard to learn. It requires empathy and creativity to hone and develop over time.
With each of my guests I dig into their decision making process which ultimately leads to how they have developed their own product sense. Here are a few templates that I built based on their experience and my own as a PM at Airbnb that you can use to develop your own product sense.
1. Ask Your Users Critiquing Questions
Sprig study template: Ask Critiquing Questions
Insights gathered: Collecting emotional feedback during critical user journeys will give you insight into how your product integrates into your users experience. When you align in-product surveys with critical moments in your user flows like onboarding, taking a critical action, or checkout you can get insight into the emotional moments associated
Actions: The insights that you capture here will give you valuable information on how to iterate on those critical user journeys. These are the moments that have the biggest potential impact on the rest of your product experience.
2. Observe your Users Async
Sprig study template: Capture Session Experiences
Insights gathered: Asynchronous session replays tied with surveys are the best way to develop empathy for people using your product. Collecting these insights shouldn’t take you hours each week and it isn’t something you can outsource to your research team. You need to observe the subtle cues that your users give you as they use your product in real time. Observe users' actions as they try various aspects of your product, look for moments of confusion and then immediately ask open-ended survey questions to gauge how they feel about their experience.
Actions: Use these insights to come up with experiment ideas for removing friction and increasing retention.
3. Measure Your Product Sense
Sprig study template: Measure Customer Satisfaction
Insights gathered: There are lots of ways to measure your product sense. Are you better at seeing micro frustrations and delights? Do you anticipate more non-obvious user problems before you present at product reviews? Is your design partner surprised and delighted by the level of detail you notice? These are all important measures, but the true measure of your product sense is the level of customer/user satisfaction with your product. As your product sense gets stronger the user experience will improve and your CSAT will shift.
Actions: Use these CSAT questions as users have completed both happy and unhappy paths to get a full understanding of the product experience.