How can Starry enhance its Internet Pro plan to better serve high-bandwidth users?

Introduction

To enhance Starry's Internet Pro plan for high-bandwidth users, we need to deeply understand their needs, pain points, and usage patterns. I'll analyze the current offering, identify key user segments, and propose targeted improvements that align with both user needs and Starry's business objectives. Let's begin by clarifying some crucial aspects of the product and its context.

Step 1

Clarifying Questions (5 mins)

• Looking at the product context, I'm thinking Starry's Internet Pro plan might be targeting a specific subset of power users. Could you help me understand who our primary target audience is for this plan and what their key use cases are?

Why it matters: Determines the focus of our improvements and ensures we're addressing the right user needs. Expected answer: Primarily tech-savvy professionals, gamers, and households with multiple high-bandwidth users. Impact on approach: Would tailor solutions to specific use cases like gaming, streaming, or remote work.

• Considering user behavior, I'm curious about the current usage patterns. Can you share any data on peak usage times, average data consumption, or common activities that strain the network?

Why it matters: Helps identify specific areas where the plan might be falling short. Expected answer: Peak usage during evenings, weekends, with average consumption of 1TB/month. Impact on approach: Would focus on optimizing performance during high-traffic periods and for data-intensive activities.

• Regarding Starry's position in the market, I'm wondering how the Internet Pro plan compares to competitors' offerings. What are our key differentiators, and where do we see room for improvement?

Why it matters: Identifies areas where we can further distinguish ourselves and address competitive gaps. Expected answer: Competitive on speed, but lagging in additional features or customer service. Impact on approach: Would explore unique value-adds or service enhancements to strengthen our position.

• Thinking about the product lifecycle, where does the Internet Pro plan currently stand? Are we looking to expand our user base, improve retention, or both?

Why it matters: Determines whether to focus on acquisition features or loyalty-building improvements. Expected answer: Mature product with stable user base, focusing on retention and upselling. Impact on approach: Would prioritize enhancements that increase satisfaction and reduce churn among existing users.