As PM for Messenger Business, would you add more customer tagging options or improve existing classification?

Introduction

The trade-off we're considering for Messenger Business is whether to add more customer tagging options or improve existing classification. This decision impacts how businesses categorize and interact with their customers on the platform. I'll analyze this trade-off by examining the current product state, potential impacts, and experimental approaches to guide our decision-making process.

Step 1

Clarifying Questions (3 minutes)

• Context: I'm thinking about the current state of our customer tagging system. Could you give me an overview of how many tagging options we currently offer and their adoption rates among businesses?

Why it matters: Helps understand the baseline and potential for improvement Expected answer: We have 10-15 tags with varying adoption rates Impact on approach: Low adoption might suggest focusing on improving existing tags

• Business Context: Based on our revenue model, I assume customer tagging impacts our ability to serve targeted ads. How critical is this feature to our current monetization strategy?

Why it matters: Aligns solution with business priorities Expected answer: It's a significant factor in ad targeting and customer segmentation Impact on approach: High importance would justify more resources for improvement

• User Impact: I'm curious about the feedback from businesses using our platform. What are the most common pain points they express regarding customer classification?

Why it matters: Identifies key areas for improvement Expected answer: Businesses want more granular classification options Impact on approach: Could lean towards adding more tagging options

• Technical Feasibility: Considering our current architecture, how complex would it be to add new tagging options versus refining existing classification algorithms?

Why it matters: Assesses technical constraints and effort required Expected answer: Adding tags is simpler, improving algorithms is more complex but scalable Impact on approach: Might favor improving existing classification if technically feasible

• Timeline and Resources: Given our current roadmap, what's the expected timeline and resource availability for this project?

Why it matters: Helps prioritize and scope the solution Expected answer: 3-month timeline with a dedicated team of 5 Impact on approach: Short timeline might favor incremental improvements over major overhauls