They need to press pause and consider the organizational people and processes that support their retail service. Unfortunately, they also start to experience serious customer service and organizational issues - late deliveries, inaccurate inventory, mispacks. They add curbside pickup as a feature and hire additional staff to meet demand. Online ordering takes off! It’s so successful that the business grows to include a second location and additional warehouse space. Their MVP’s critical path looks like this: Let’s take a look at a representative use case:Ī local outdoor goods retailer thinks they could increase revenue if they add online ordering and delivery by mail.
As such, the product design tools with which you’re familiar may not be able to identify and help resolve these issues. These are issues that adversely affect your product’s ability to deliver value, but they’re not endemic to the product, itself. You’re reacting to user feedback instead of actively seeking it out. Customer service inquiries are increasing, and it’s taking longer to resolve them. Your product is delivering massive value to your customers, but cracks are starting to show You’re not as fast to market with new features as you used to be. To support those features, your organization has added processes and people. To meet their needs, you’ve rapidly released new features. Your understanding of the market was dead-on, and now you have a substantial, growing user base.
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