How can the service of Facebook Messenger be improved?

What is my goal? Engagement (Retention), new customer, monetization…

Interviewer: Consider you are a CEO

Picking Goal: I think I will pick retention due to the fact that New customer isn’t that big of a problem as 45% world’s population using Facebook, Monetization was never the first priority for Facebook. Retention means: Engagement, so I would probably define my success metrics first, Success metrics will include- 1) DAU with engagement with Messenger, read a message/Send a message or Upgrade the app.

Now Customer segmentation: 1) WORKING PROFESSIONAL 2) STUDENTS 3) CUSTOMER SERVICEs (MESSENGER CHAT), I think a huge group of Facebook customer are working professional but they keep juggling between WhatsApp and messenger or any other chat platform. I would like to focus on this segment for engagement. Also I think once the engagement is taken care of, retention will be higher cause due to lack of time of working prof. people, once this segment gets used to with any platform, it is difficult for them to change. others.

Peter:

·        is a mid-aged consultant travels a lot

·        Prefers connecting with friends and family via messenger due to odd timing

·        Juggles between diff chatting platform, uses an iPhone

Thomas:

·        Who is an engineer, prefers calling people than chatting as it involved lot of time to type

·        Thomas also doesn’t do upgrades as he is tired of upgrading other things an engineer

Ji Young:

·        Is PM and very social person

·        Changed country multiple times

·        Not very comfortable with many languages, especially when it comes to Grammar; but at the same time doesn’t prefer calling people

Overall Pain points:

1)     Typing is a huge pain

2)     Language and grammar could be a barrier

3)     Settings could be a barrier too

4)     Latency and App upgrade is a major concern for tech savvy people

Feature Recommendation:

1)Urgent Tagged Messages: Ability to give user send urgent message which will overrule the notification settings and make sure the message is popped up in the phone or with different alert system

2)Auto prediction of answers: Ability to recommend sentences to previous chat-such as “Sounds good”, Looking forward to it” so that use can one click and send reply

3)Language: Ability to convert any message to user preferred language and also ability for users to type reply and own language and select which translation language to pick before sending

4)Latency: Auto upgrade, less frequent upgrade and improve latency without upgrade also

Prioritization:

1)Urgent Tagged Messages: Dev estimation- Low, Easy to implement, Business Impact: Medium (8, 5) =13 score (explain how I am scoring)

2)Auto prediction of answers: Dev estimation- High and Business Impact: High (3,9) =12

3)Language: Dev estimation: Medium and Business Impact Medium (6,5) =11

4)Latency: Dev-medium, Business Impact high, (5,9) =14

Prioritize, #4, #1, #2 and backlog #3

Summary: Give a quick brief and tieback to success metrics of how you can attribute these features to business goal defined.