{"id":29136,"date":"2024-02-27T05:54:37","date_gmt":"2024-02-27T05:54:37","guid":{"rendered":"\/en\/?p=29136"},"modified":"2024-03-10T12:36:17","modified_gmt":"2024-03-10T12:36:17","slug":"product-kills-product-silently","status":"publish","type":"post","link":"\/en\/product-kills-product-silently\/","title":{"rendered":"Product KILLS Product [Silently]"},"content":{"rendered":"\n

But how? <\/strong><\/p>\n\n\n\n

<\/p>\n\n\n\n

As you build more product, it will start overwhelming the users, and then two things might start to happen:<\/p>\n\n\n\n

<\/p>\n\n\n\n

1. Increase in support calls\/tickets
2. Drop in the usage (this is a silent killer, even in a best case scenario if you could identify this drop\u2026 many customers might have already started leaving)<\/p>\n\n\n\n

<\/p>\n\n\n\n

I’m sure you’re thinking:<\/p>\n\n\n\n

<\/p>\n\n\n\n

“Sachin, the product needs to be continuously evolved. There is SO MUCH more to do.”<\/p>\n\n\n\n

<\/p>\n\n\n\n

True, but…<\/p>\n\n\n\n

<\/p>\n\n\n\n

The more we do, the worse we also seem to get at it!<\/p>\n\n\n\n

<\/p>\n\n\n\n

That’s NOT how it should work.<\/p>\n\n\n\n

<\/p>\n\n\n\n

More product objectively solves a wider range of use cases.<\/p>\n\n\n\n

<\/p>\n\n\n\n

Yet,  2 out of 5 users are a flight risk<\/p>\n\n\n\n

<\/div>\n\n\n\n

Why?<\/strong><\/p>\n\n\n\n

Because companies are addicted to build more.<\/p>\n\n\n\n

They\u2019ve forgotten that \u201cproduct usage and habit formation\u201d is everything.<\/p>\n\n\n\n

<\/div>\n\n\n\n

Here\u2019s how we fight\u00a0 back:<\/strong><\/p>\n\n\n\n

We have to create a product-help that is so good that it works across a broad spectrum of user-personas.<\/p>\n\n\n\n

<\/div>\n\n\n\n

What does that mean?<\/strong><\/p>\n\n\n\n

We need to start building a multi-modal help system based on distinct user personas\u2019 learning styles.<\/p>\n\n\n\n

<\/div>\n\n\n\n

Next steps:<\/strong><\/p>\n\n\n\n

1. Start with your most promising product\/feature
– Break down the entire user journey into a clickstream-style sequence
– Identify the probable friction points at every step
– Start creating answers for each of the friction point 
– Adapt these answers for multi-modal content formats like FAQs, training videos, in-line tips, product tours, task lists, nudges.
– Make these messages user-segment based.<\/p>\n\n\n\n

2. Iterate
– Forever
– Never stop
– Keep testing<\/p>\n\n\n\n

3. Repeat it for other products\/features<\/p>\n\n\n\n

<\/div>\n\n\n\n

The Bottomline is:<\/strong><\/p>\n\n\n\n

If you\u2019re a product leader (or a founder), you should know product usage is a symptom.. that might not surface quickly on your radar.<\/p>\n\n\n\n

That doesn\u2019t mean it\u2019s not the ONLY WAY to scale your retention and sustainable growth.<\/p>\n\n\n\n

We must fight back against this silent killer.<\/p>\n\n\n\n

We have to create better help system to increase product usage in the least amount of time without any extra coding or new development<\/p>\n\n\n\n

We have to build a multi-modal based product help manifestation.<\/p>\n\n\n\n

It\u2019s time to have your users addicted to your product. It should be the only thing that matters.<\/p>\n\n\n\n

I hope it helps.<\/p>\n","protected":false},"excerpt":{"rendered":"

Discover why product usage is crucial for retention and growth. Multi-modal help system personalised to your user personas can help combat drop-offs and churn. <\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1507],"tags":[1505],"class_list":["post-29136","post","type-post","status-publish","format-standard","hentry","category-newsletter","tag-newsletter","entry"],"_links":{"self":[{"href":"\/en\/wp-json\/wp\/v2\/posts\/29136"}],"collection":[{"href":"\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"\/en\/wp-json\/wp\/v2\/comments?post=29136"}],"version-history":[{"count":11,"href":"\/en\/wp-json\/wp\/v2\/posts\/29136\/revisions"}],"predecessor-version":[{"id":29151,"href":"\/en\/wp-json\/wp\/v2\/posts\/29136\/revisions\/29151"}],"wp:attachment":[{"href":"\/en\/wp-json\/wp\/v2\/media?parent=29136"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"\/en\/wp-json\/wp\/v2\/categories?post=29136"},{"taxonomy":"post_tag","embeddable":true,"href":"\/en\/wp-json\/wp\/v2\/tags?post=29136"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}