PM Interview: How would you handle a situation if a feature didn't meet your user expectations?

Hey Impactful PM! It’s Aneesha :)

I’m excited to dive into a topic that every product manager inevitably faces: handling situations where a feature you launched doesn’t meet user expectations.

It can be disheartening to see a product you’ve worked hard on not resonate with users, but it’s also an incredible opportunity for growth and improvement.

In today’s post, I’ll walk you through a realistic interview scenario where I share my approach to navigating such challenges, from collecting user feedback to implementing effective solutions.

Let’s jump in and explore how to turn setbacks into stepping stones for success! 🚀

PM Interview Scenario

Interviewer: How would you handle a situation where a feature you launched did not meet user expectations?

Interviewee (You): Thank you for the question! I appreciate the opportunity to discuss this. Before I dive into my approach, could I ask a couple of preliminary questions to understand the context better?

Interviewer: Absolutely! What would you like to know?

Interviewee (You): Great! First, can you share more about the specific feedback or metrics that indicate the feature isn’t meeting user expectations?

Interviewer: Sure! The feedback suggests that users find the feature less user-friendly than anticipated. Since the launch, we’ve also seen a significant drop in user engagement metrics.

Interviewee (You): That’s helpful, thank you. Was there a particular target audience or user segment most affected by this issue, or is the feedback coming from users across the board?

Interviewer: The feedback is quite broad and spans multiple user segments, which makes it a bit challenging to pinpoint.

Interviewee (You): Thank you for clarifying. With that context, here's how I would handle the situation:

Step-by-Step Approach to Address the Issue

1. Collect and Analyze User Feedback

Interviewee (You): The first step would be to gather all the feedback regarding the feature. I would look at data from various channels, such as customer support interactions, social media comments, in-app feedback, and user reviews. This will provide a comprehensive view of user sentiments.

Interviewer: That makes sense. How would you ensure that the feedback is actionable?

Interviewee (You): I would categorize the feedback into themes to identify common pain points. For example, if multiple users mention that a particular workflow in the feature is confusing, this would signal a need for improvement. Additionally, I'd look at quantitative data—like user engagement metrics and drop-off rates—to understand where users are struggling.

2. Engage with Users

Interviewee (You): Next, I would actively engage with users to get deeper insights. This could involve conducting user interviews and surveys. Open-ended questions can be particularly useful here.

Interviewer: That’s a great idea! Can you give an example of the types of questions you’d ask?

Interviewee (You): Absolutely! I might ask, “What specific aspects of the feature did you find confusing?” or “Can you describe your experience when using the feature?” I’d also conduct user testing sessions to observe how users interact with the feature in real-time, which often uncovers issues that users may not articulate.

3. Internal Review and Hypothesis Formation

Interviewee (You): After gathering user feedback, I would conduct an internal review with the product, design, and development teams. It’s essential to understand the decisions made during the development process.

Interviewer: That’s insightful. How do you think this internal review can help?

Interviewee (You): This helps us identify any assumptions we made that might not align with user needs. For instance, if the team prioritized speed over usability, that could explain why users are struggling. Based on this analysis, I would formulate hypotheses about why the feature is underperforming. For example, if users find the feature confusing, it may be due to a non-intuitive user interface.

4. Prioritize Issues and Solutions

Interviewee (You): The next step is to prioritize the issues identified based on their impact. I would focus on high-impact areas first. For instance, if user drop-off rates are highest during a specific step in the feature, that would be my priority.

Interviewer: Once you’ve identified the key issues, what’s your next move?

Interviewee (You): I would collaborate with the design and development teams to brainstorm potential solutions. This might involve simplifying the user interface, adding tooltips for guidance, or redesigning workflows to enhance user experience.

5. Iterate and Test Solutions

Interviewee (You): After proposing changes, I would implement them in a controlled manner through A/B testing. For example, if we decide to simplify a complex workflow, we could create two versions: one with the original flow and one with the simplified version.

Interviewer: How would you evaluate the effectiveness of these changes?

Interviewee (You): By analyzing user engagement metrics, such as completion rates and user satisfaction scores, we can determine which version performs better. Additionally, I would continue to gather user feedback to ensure that the changes are positively received.

6. Communicate with Stakeholders

Interviewee (You): Throughout this process, I would keep all stakeholders informed about our findings, progress, and changes being implemented. Transparency is key in managing expectations and gaining support.

Interviewer: That’s a good point. How would you document everything for future reference?

Interviewee (You): I would maintain thorough documentation of the entire process, including the feedback collected, hypotheses formed, solutions tested, and results achieved. This serves not only as a valuable reference for future projects but also helps the team learn and improve.

Conclusion

Interviewer: That’s a comprehensive approach! Can you summarize the key steps you would take in handling this situation?

Interviewee (You): Certainly! To handle a feature that doesn’t meet user expectations, I would:

1. Collect and analyze user feedback to identify common themes and pain points.

2. Engage directly with users through interviews and testing to gain deeper insights.

3. Conduct an internal review to understand the development decisions and assumptions.

4. Prioritize the identified issues and collaborate with the team to develop solutions.

5. Implement changes and test their effectiveness using A/B testing.

6. Communicate transparently with stakeholders and document the process for future reference.

Interviewer: Thank you for sharing your thought process! You have a user-centric approach, which is crucial in product management.

Interviewee (You): Thank you for the opportunity to discuss this. I believe that a thorough, user-focused approach is essential in turning challenges into opportunities for improvement. 🌟

That’s all for today !

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Cya!
Aneesha ❤️ 

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• Aneesha S

• Twice the Impact PM