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Introduction
Evaluating REI's online gear rental service requires a comprehensive approach to product success metrics. To address this challenge effectively, I'll follow a structured framework that covers core metrics, supporting indicators, and risk factors while considering all key stakeholders. This approach will help us gain a holistic view of the service's performance and identify areas for improvement.
Framework Overview
I'll follow a simple success metrics framework covering product context, success metrics hierarchy, and strategic initiatives.
Step 1
Product Context
REI's online gear rental service allows customers to rent outdoor equipment for activities like camping, hiking, and skiing. This service aligns with REI's broader strategy of promoting outdoor recreation while offering a more sustainable and cost-effective alternative to purchasing gear.
Key stakeholders include:
- Customers: Seeking affordable access to high-quality outdoor gear
- REI: Aiming to diversify revenue streams and increase customer engagement
- Manufacturers: Partnering with REI to showcase their products
- Store staff: Managing inventory and facilitating rentals
User flow:
- Browse available gear on REI's website
- Select items and rental dates
- Complete reservation and payment
- Pick up gear from local REI store or receive via shipping
- Use gear for the rental period
- Return gear to store or ship back
Competitors like Outdoors Geek and Xscape Pod offer similar services, but REI's extensive brick-and-mortar presence gives it a unique advantage in terms of convenience and brand recognition.
Product Lifecycle Stage: Growth - The online rental service is gaining traction but still has significant room for expansion and optimization.
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