Should Ribbon Home prioritize expanding its Cash Offer program to more markets or focus on improving the user experience for existing customers?

Introduction

The trade-off question at hand is whether Ribbon Home should prioritize expanding its Cash Offer program to more markets or focus on improving the user experience for existing customers. This scenario involves balancing growth with customer satisfaction, a common challenge in the proptech industry. I'll analyze this trade-off by examining the business context, user impact, technical feasibility, and resource allocation.

Step 1

Clarifying Questions (3 minutes)

• Context: I'm assuming Ribbon Home's Cash Offer program is a key differentiator in the market. Could you provide more details on its current performance and market share?

Why it matters: Helps assess the growth potential and competitive advantage Expected answer: Moderate market share with strong growth in existing markets Impact on approach: Would influence the balance between expansion and improvement

• Business Context: Based on the current market conditions, I'm thinking expansion might be critical for capturing market share. How does this align with Ribbon Home's current strategic priorities and revenue targets?

Why it matters: Aligns solution with overall business strategy Expected answer: Expansion is a priority, but not at the expense of customer satisfaction Impact on approach: Would require a balanced strategy considering both options

• User Impact: Considering the importance of user experience in proptech, I'm curious about the current customer satisfaction levels. What feedback have we received from existing customers regarding the Cash Offer program?

Why it matters: Identifies potential pain points and improvement areas Expected answer: Generally positive, but with some areas for improvement Impact on approach: Would help prioritize specific UX enhancements

• Technical Feasibility: I'm assuming the Cash Offer program relies on a scalable technical infrastructure. What are the current technical limitations or challenges for expansion or UX improvements?

Why it matters: Determines the feasibility and effort required for each option Expected answer: Scalable infrastructure, but some UX improvements require significant development Impact on approach: Would influence the timeline and resource allocation for each option

• Resource Allocation: Considering the potential scope of both options, I'm wondering about our current team capacity and budget. What resources are available for either expansion or UX improvements?

Why it matters: Helps determine the feasibility and timeline for each option Expected answer: Limited resources that need to be allocated strategically Impact on approach: Would require prioritization and phased implementation