For GoTo's remote access solution, should we emphasize expanding device compatibility or improving connection speed and reliability?

Introduction

For GoTo's remote access solution, we're facing a critical trade-off between expanding device compatibility and improving connection speed and reliability. This decision will significantly impact our product strategy, user experience, and market position. I'll analyze this trade-off by examining our product ecosystem, key metrics, and potential experiments to inform our decision.

Step 1

Clarifying Questions (3 minutes)

• Context: I'm assuming GoTo's remote access solution is a core product offering. Could you confirm if this is a standalone product or part of a larger suite? Why it matters: This impacts how we prioritize resources and align with overall company strategy. Expected answer: Part of a larger suite. Impact: We'd need to consider integration and cross-product effects.

• Business Context: Based on the market trends, I'm thinking this decision might be driven by competitive pressure. How does our current market share compare to our main competitors? Why it matters: Helps determine if we're playing offense or defense. Expected answer: We're a strong player but facing increased competition. Impact: Would influence whether we prioritize retention or acquisition.

• User Impact: Considering user behavior, I'm curious about our current user satisfaction scores. Are there any particular pain points related to device compatibility or connection quality? Why it matters: Identifies which aspect is more critical to address. Expected answer: Mixed feedback, with some users frustrated by limited device support. Impact: Would help prioritize which aspect to focus on first.

• Technical: Looking at our infrastructure, I'm wondering about the technical feasibility of significantly improving connection speed. What's our current backend architecture like? Why it matters: Determines if speed improvements are a realistic option. Expected answer: Some room for optimization, but major overhaul would be needed for significant gains. Impact: Could shift focus towards device compatibility if speed improvements are too resource-intensive.

• Resource: Considering our team structure, how are our engineering resources currently allocated between frontend (device support) and backend (connection quality) work? Why it matters: Helps understand our capacity to execute on either option. Expected answer: Roughly equal split. Impact: Might influence which option is more achievable in the short term.