How would you measure the success of General Motors's OnStar connected services?

Introduction

Measuring the success of General Motors's OnStar connected services requires a comprehensive approach that considers multiple stakeholders and the evolving automotive technology landscape. To address this product success metrics challenge, I'll follow a structured framework covering core metrics, supporting indicators, and risk factors while considering all key stakeholders.

Step 1

Product Context

OnStar is a subscription-based connected vehicle service offered by General Motors. It provides a range of features including emergency services, navigation, remote vehicle access, and diagnostics. Key stakeholders include:

1. Vehicle owners: Seeking safety, convenience, and vehicle optimization
2. General Motors: Aiming to differentiate vehicles, generate recurring revenue, and gather data
3. Emergency services: Relying on accurate information for rapid response
4. Dealerships: Using diagnostics for proactive maintenance

User flow typically involves:

1. Vehicle purchase and OnStar activation
2. Daily use of features like navigation and remote start
3. Occasional use of emergency services or diagnostics

OnStar fits into GM's broader strategy of transitioning from a traditional automaker to a technology-driven mobility company. Compared to competitors like Ford's SYNC or BMW's ConnectedDrive, OnStar has a longer history and stronger focus on safety features.

In terms of product lifecycle, OnStar is in the maturity stage, having been introduced in 1996. However, it continues to evolve with new technologies and features.

Hardware considerations:

• Integration with vehicle systems
• Cellular network connectivity
• GPS technology

Software considerations:

• Mobile app development
• Cloud-based services
• Data security and privacy