While most product managers understand the concept of outcomes over output, I still see a lot of roadmaps that outline the output instead of the outcome.

It got me wondering why there was so much contradiction here — if we all “get it”, why are we still presenting the incorrect information?

I decided to do a little bit of research on this.

Running discovery on solutions

When asking product managers why they’re outlining solutions on their roadmap, the answer I get is they’ve already done the research.

But how can you have done the research for your “Next” and “Later” lanes? With what time?

…

Ensuring you have a webinar email strategy in place can completely change the way that attendees engage with your brand and product. It can set the tone that you‘re a leader in your space, while enticing the user to want to connect to your brand and explore what you have to offer, driving product growth while connecting to your audience.

I decided to do a little write-up based on previous experience, with templates to help convert users, all while keeping in mind how you might measure success along the way.

TLDR

In case you’re short in time, here’s a quick TLDR…

A few months ago I decided to tap into the Twitterverse and ask what my next topic to write about should be.

Lots of interesting thoughts came through, but the one that caught my attention was Josh Pitzalis’ answer:

For those that know me, you know that I love product roadmaps.

I’m a very outcome-oriented person. I like to ask questions and understand why and how decisions are made. I suppose that’s why I fit in product really well, because I’m always asking why things work the way that they do.

Having been part of product for over 10 years and having experienced the massive evolution and transformation it has gone through, there still seems to be a great divide as to what is a product roadmap.

Some people still use the concept of timelines, while others have moved…

Including a template

As the product world has evolved over the last few years, outcome focus and idea discovery have taken over the way product managers lead their work. Heavily written product requirement documents have become a thing of the past, and a new way of outlining problem statements has emerged.

They key to a good problem outline is to make it easy to for everyone to understand. It shouldn’t require several pages to get to the point of what has to be done, and most important, why the decision was made in the first place.

Problem Outline Template

Below is a template…

I want to start off this blog post by addressing the wording of the question itself.

Should you be using NPS to measure customer loyalty?

Let’s take a step back here…

Do you measure loyalty in your life? Do you have a board of leaders and laggers to see who are the most loyal people and see who will do things for you in the future?

Yeah, didn’t think so.

So why would you take the same approach with your customers?

NPS (Net Promoter Score) is an outdated metric, particularly for SaaS businesses.

Let’s take a deep dive into it…

It goes beyond just having copywriting guidelines and a brand personality. Really good UX copy draws knowledge from the product research you have done and applies that learning to drive users to interactions that create better habits.

I’ve been writing UX copy for a very long time, and I thought I’d write down some of my top tips when writing copy for your product.

TLDR

• Context is important: know what, why, how, for whom and what the expected outcome is in order to provide the proper guidance.
• Consistency is key. Words have implications.
• People don’t read, but people do skim read.
• …

It’s true when they say people don’t read.

People are busy, they don’t have time to read through hundreds of pages of how-to’s in your knowledge base, no matter how many you’ve written for them.

I don’t even read IKEA user manuals (and as my father would say, read the f*cking manual!)

Over the years I have created various product help resources, so I thought I’d write a little something about how to optimize your own documentation so that it’s actually helpful (and hopefully, people will actually start reading!)

If you want your docs to get read, here’s how to…