Should ConnectWise prioritize adding new features to its Manage PSA platform or focus on improving the user interface for existing functionality?

Introduction

The trade-off we're examining today is whether ConnectWise should prioritize adding new features to its Manage PSA platform or focus on improving the user interface for existing functionality. This decision is crucial for ConnectWise's product strategy and will significantly impact user satisfaction, market competitiveness, and resource allocation. I'll analyze this trade-off by considering various factors including user needs, business goals, and technical feasibility.

Step 1

Clarifying Questions (3 minutes)

• Based on recent market feedback, I'm thinking user satisfaction might be a key driver here. Could you share any recent NPS scores or user feedback trends for the Manage PSA platform?

Why it matters: Helps prioritize between new features and UI improvements Expected answer: NPS has been declining, with users complaining about UI complexity Impact on approach: Would lean towards prioritizing UI improvements if user satisfaction is low

• Considering our competitive landscape, I'm assuming we're facing pressure from other PSA providers. How does our feature set currently compare to our top competitors?

Why it matters: Informs whether new features or UI improvements are more urgent for market positioning Expected answer: We're feature-rich but lag in user experience Impact on approach: Might prioritize UI if we're already feature-competitive

• Looking at our development resources, I'm thinking we might have constraints. What's our current team capacity and how is it split between new feature development and UI/UX work?

Why it matters: Helps understand feasibility and potential trade-offs in resource allocation Expected answer: Team is stretched thin, primarily focused on new features Impact on approach: Might need to consider reallocation of resources or phased approach

• Considering our revenue model, I'm curious about the impact on our bottom line. How do new features typically affect our pricing structure or customer acquisition/retention compared to UI improvements?

Why it matters: Helps align decision with business goals and revenue strategy Expected answer: New features often justify price increases, while UI improvements boost retention Impact on approach: Would need to balance short-term revenue potential with long-term customer satisfaction

• Given the potential scope of either option, I'm wondering about our timeline constraints. Is there a specific market event or customer commitment driving urgency for either new features or UI improvements?

Why it matters: Helps prioritize based on external pressures or opportunities Expected answer: Major industry conference in 6 months where we typically showcase new capabilities Impact on approach: Might influence whether to pursue a quick win or a more comprehensive solution