Figma learned that removing issues preventing users from adopting the product was as important as adding new features. They systematically tackled these blockers—often table stakes features—and saw a direct, measurable improvement in retention and activation after fixing each one.
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When facing a "brick wall" where user perception contradicts data (e.g., feeling ad load is high when it's low), incremental changes fail. The solution is to re-architect the experience from first principles. This can unlock growth in key metrics like ad load while simultaneously improving user satisfaction.
A product roadmap's value is in the planning process and aligning the team on a vision, not in rigidly adhering to a delivery schedule. The co-founder of Artist argues that becoming a feature factory focused on checking boxes off a roadmap is a dangerous trap that distracts from solving real customer problems.
Allocate 50% of your roadmap to core functionality ('low delight'), 40% to features blending function and emotion ('deep delight'), and 10% to purely joyful features ('surface delight'). This model ensures you deliver core value while strategically investing in a superior user experience.
For a mature product, a key growth lever can be removing identity friction. By allowing users to bring their existing accounts (e.g., Gmail) instead of forcing a new one (e.g., Yahoo.com), you lower barriers, solve the 'cold start' problem, and can dramatically increase adoption by delivering immediate value.
Early user research showed designers did not want a collaborative, multiplayer tool. However, Figma's web-based architecture made a single-player experience technically terrible (e.g., tabs constantly reloading). They were forced by the technology to build multiplayer functionality, which ultimately became their key differentiator, proving the platform's needs can override initial user requests.
Early versions of Figma failed to gain traction because designers, its target users, fundamentally didn't trust the tool's own subpar visual design. This meta-problem highlights that for a tool to be credible to its expert users, its own execution must embody the principles it espouses. A redesign was the key to unlocking user trust and adoption.
Historically, resource-intensive prototyping (requiring designers and tools like Figma) was reserved for major features. AI tools reduce prototype creation time to minutes, allowing PMs to de-risk even minor features with user testing and solution discovery, improving the entire product's success rate.
Avoid the trap of building features for a single customer, which grinds products to a halt. When a high-stakes customer makes a specific request, the goal is to reframe and build it in a way that benefits the entire customer base, turning a one-off demand into a strategic win-win.
To cut through MVP debates, apply a simple test: What is the problem? What is its cause? What solution addresses it? If you can remove a feature component and the core problem is still solved, it is not part of the MVP. If not, it is essential.
To create transformational enterprise solutions, focus on the core problems of the key buyers, not just the feature requests of technical users. For healthcare payers, this meant solving strategic issues like care management and risk management, which led to stickier, higher-value products than simply delivering another tool.