19d • 📝 Portfolio & Interview Prep
📋 This Week’s Case Study: The Complaint Everyone’s Ignoring
The Scenario:
You’re the PM for a project management tool used by small agencies. Over the past three weeks, support tickets mentioning “can’t find my old files” have quadrupled. Nobody flagged it as urgent because each ticket gets resolved individually (a support rep manually helps the user search). Churn hasn’t moved. NPS hasn’t moved. But your Head of Support pulls you aside and says “something’s off, I just can’t prove it yet.”
The Prompt:
What do you do in your first week with this signal? Walk through how you’d investigate it, what you’d look for, and what “worth building something” would actually look like versus “not yet.”
How to Approach It:
- Clarify the signal. What’s actually being reported? Don’t assume “search is broken.” Find the pattern underneath the pattern.
- Size it. A quadrupling of a small number can still be a small number. What would make this matter?
- Decide, don’t default. Not every spike needs a roadmap slot. What’s the smallest next step that tells you more?
What a Strong Reply Includes:
- A guess at what you’d actually go look at first (tickets, session recordings, a specific report)
- One hypothesis for what’s really going on, not five
- One honest answer to “and if it turns out to be nothing?”
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📋 This Week’s Case Study: The Complaint Everyone’s Ignoring
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