Online Store – Reflection – Learning Launch

Challenge

I am from the product department of my organization and has been tasked to improve the current

platform. The platform is a self-service online store that sells credit report. Recently, the platform is

facing a usage drop, slower sign up and churn rate increased. We need to discover what is the current

issue and how to improve the platform.

Selection

We had gone through a few design thinking processes, and we are implementing the learning launch

tool with an experiment idea with a prototype then build a minimum viable product (MVP).

Application

The first step, we get information from the expert like IT, Sales, Contact Centre and Customer

Experience department for the list of problem and feedback from customer. We collected many

constructive ideas and feedback because those departments are the first liner who deal with the

customer directly. Then we gather a few representatives from those departments to brainstorm to

resolve those issues based on the curated feedback. After that, we group the collected ideas based on

their similarity and prepare a list of MVPs to address those defined problem in the first step.

Next, we build a prototype to test the market based on the few ideas generated through the

brainstorm session. Customer experience and sales help demo the prototype and survey with the

actual user to get feedback to refine the idea. Once we collected user feedback, we finetune the

prototype to retest the market again and again.

Once we confirm the few MVPs with a high acceptance level from the user, we measure those MVPs

based on the level of effort required and financial return. Due to limited resources, we will prioritize

those ideas that have high acceptance, lower effort, and high financial return.

Therefore, the first MVP we focus on improve platform speed performance, refine the user journey

to become more user friendly and add in more explanation to guide the user to understand the

information in the report.

Insight

Applying the learning launch tool allows us to pinpoint the current problem. Due to limited resources,

we can focus on those critical problems and act on them. We can test the market and respond fast

instead of develop a system that required changes in future. Besides that, user feedback allows us to

refine our target market group to achieve a higher success rate.

Approach

We are able to launch the MVP in a shorter time and hit the market fast and on target. Many other

great ideas will be rolled out in sequence or by phases based on the three factors considered earlier

(acceptance, effort and revenue). At the same time, we develop a feedback system to collect user

feedback to refine the platform continuously.

