You are about to launch a new app that is of strategic importance for the company. 1 month out from launch internal dogfood suggests that the app isn't ready (you are below target on several key metrics including CSAT). What do you do?

Introduction

The launch of a strategically important app is at risk due to below-target metrics in internal dogfooding, particularly CSAT, with only one month remaining before the scheduled release. This scenario presents a critical product trade-off between maintaining the launch timeline and ensuring product quality. I'll analyze this situation, considering various factors and potential outcomes to determine the best course of action.

Step 1

Clarifying Questions (3 minutes)

• What specific metrics are below target, and by how much?

• Why it matters: Understanding the severity of the issues helps prioritize actions.
• Hypothetical answer: CSAT is at 65% vs. 80% target, with user engagement 20% below expectations.
• Impact: If metrics are only slightly off, we might consider a phased rollout. If severely off, we may need to delay.

• Is this app a standalone product or integrated with existing offerings?

• Why it matters: Integration complexity could affect the feasibility of partial launches or quick fixes.
• Hypothetical answer: It's integrated with our main platform but has standalone functionality.
• Impact: We might consider launching certain features while holding back others that are more tightly integrated.

• What are the financial or strategic implications of delaying the launch?

• Why it matters: Helps weigh the cost of delay against the risk of a poor launch.
• Hypothetical answer: The app is tied to a major marketing campaign and Q4 revenue projections.
• Impact: A delay could have significant financial repercussions, pushing us to explore creative solutions.

• What specific user pain points or bugs have been identified in dogfooding?

• Why it matters: Determines if issues are critical flaws or minor inconveniences.
• Hypothetical answer: There are performance issues on certain devices and some UI/UX confusion.
• Impact: If issues are mainly UI-related, we might prioritize fixes or consider a soft launch with limited users.

• What resources (engineering, design, QA) are available to address issues in the next month?

• Why it matters: Determines our capacity to make significant improvements before launch.
• Hypothetical answer: We have a dedicated team, but they're at capacity with current workload.
• Impact: Limited resources might push us towards a phased rollout or targeted fixes for critical issues only.