Tell me about a time you overcame a difficult challenge.

Situation- Early in my career I was responsible for launching a news app for a US based media brand. After launching the product, the product was plagued with poor feedback on the App store and low app downloads. Being a product manager, my credibility and career was at stake

Task- I started with reviewing the product blueprints,  feature prioritization process, user group analysis. There didnt seem to be obvious mistake with working of key features of product.  Hence, I decided to hear from customers as to what did they think about the product

Action- I started with trying to contact the customer by sending emails, setting up a discussion, conducting a survey. I learnt that customers had several grouses that we have never considered as part of product design e.g. the session loss after watching content, layout of the app, close button very close to expand button, video becoming unresponsive after app play back.

Result: Once these customer issues were addressed as part of future releases, the app ratings improved. For all future product launches, we made customer feedback an essential part of product design using A/B testing, experimentation, focus group discussions etc.