To explore a pivot without alarming existing customers, Eve's founders framed discovery calls as "product roadmap brainstorming." This allowed them to validate new, high-value problems with their best clients without disrupting current operations or revealing their pivot intentions.
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When pivoting from a product with existing revenue, avoid the binary choice of killing it or splitting focus. Blue Jay successfully transitioned by putting their V1 product into "maintenance mode"—servicing existing customers but halting all new feature development—and committing the entire team to building the V2 for a defined six-month period.
True product intuition isn't just from standard discovery calls. It's forged by directly engaging with customers' most urgent problems on escalation calls. This unfiltered feedback provides conviction and data-backed confidence for decision-making.
Go beyond inviting your best customers to workshops. Intentionally include mid-tier or even dissatisfied customers. Giving them a forum to solve problems makes them feel heard, often turning them into loyal advocates, while providing the company with ideas grounded in real, urgent needs.
At the end of customer conversations, asking this simple, open-ended question can reveal larger, more urgent problems than the one you initially intended to solve. For MobileIron, it led to focusing on the iPhone; for BlueRock, it pointed them toward AI security, proving its power in finding true market needs.
To manage the psychological difficulty of abandoning a working product with paying customers, Fal's founders convinced themselves their pivot wasn't a drastic change but just a shift in workload. This mental reframing helped them overcome the inertia and social pressure associated with a major strategic change, allowing them to pursue the much larger opportunity in AI inference.
To get buy-in from skeptical, business-focused stakeholders, avoid jargon about user needs. Instead, frame discovery as a method to protect the company's investment in the product team, ensuring you don't build things nobody uses and burn money. This aligns product work with financial prudence.
Instead of pitching a solution, create a presentation deck that outlines your core assumptions as bold statements. Use this "story deck" to facilitate a conversation, not a presentation. This prompts customers to agree or disagree, revealing their true pain points and validating your hypothesis more effectively.
Rather than making an abrupt turn, Sure managed its pivot from a B2C app to a B2B platform gradually. They kept the original mobile app running while they built and validated the new B2B distribution model, only sunsetting the app once the new strategy proved viable and began to ramp up.
Your audience will dictate your product roadmap if you listen. Porterfield's evolution was a direct response to customer feedback. They finished her webinar course and asked what to sell. They finished her product course and asked how to market it. The path to her flagship product was paved with their questions.
Executives often see "discovery" as a slow, academic exercise. To overcome this, reframe the process as "derisking" the initiative. By referencing past projects that failed due to unvetted assumptions, you can position research not as a delay, but as a crucial step to prevent costly mistakes.
