Think Beyond the App

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Think Beyond the App

Why should I care?

When Uber launched its ride-sharing, the buzz was real.

Everywhere I looked, fellow product folks were talking about the new offering on their social feeds.

But here’s a thought: are we talking about a product or a service?

Truth is, for us as PMs delivering value, the line between product and service blurs. Customers don’t think in categories—they want results.

They care less about a slick app if it doesn’t solve real-life issues.

Whether it’s a product or a service, a holistic approach is key. Real problems cross from digital space into everyday life, and our vision for the offering should follow suit.

So, to make an impact, always remember: embrace a holistic view, focus on customer needs, and deliver true value.

Let’s dive in.

1- What is your product boundary?

The answer depends on how you look at it.

If you start from the technology side, you see that the nuts and bolts – like a strong algorithm, a slick rider app, a driver app, and even in-car screens – are essential.

For example, when Uber launched its ride-share service, everyone talked about these high-tech pieces.

To many, a product manager is all about making sure these elements work smoothly.

However, stopping at just the tech parts leaves a lot on the table. Many companies only focus on the digital side. While this is important, it doesn’t give you the complete picture.

In my early days as Product Lead at a tech company, my main goal was to achieve product-market fit.

And guess what? Even the coolest technology doesn't hit the mark if it doesn’t solve a customer problem completely.

Think of it like this: imagine if a genie could fix any problem.

What would your customer wish for?

This little exercise helps you see that end-to-end value isn’t just about an app or a feature, it’s about the whole experience—from waiting time to ride comfort and even how the service communicates with its users.

In short, while the tech part is a critical start, it’s just the beginning.

True success comes when you consider the entire journey and focus on delivering real value that truly meets your customer’s needs.

2- Delivering End-To-End Value for Your Customers

It all starts with you. Everything you do shapes the whole experience. As a product leader, you’re not just in charge of the product’s features; you own the entire journey.

Think of it like making a perfect sandwich: it's not just about the bread, but every ingredient that comes together. I see leaders taking full charge at three different levels of this big picture. So, where do you fit in?

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