Redesign of a Product Area
With the goal to increase NPS and reduce the workload of Customer Support, I managed the redesign of the Reclamation Process of home24, an important product area inside the My Account section.
Quite an interesting project, which required almost the full skillset of a PM:
- Market Research and benchmarking;
- Quantitative analysis of internal data;
- Qualitative analysis with a week spent on-site with CS;
- Design Thinking Process;
- Prototype testing and further iterations;
- MVP definition and project Kick-off;
- Product Requirement Documentation;
- Product Development cycle;
- User Scenarios & User Stories;
- Definition of Success and Behavioral metrics;
- AB testing;
- Data analysis;
- Communication with stakeholders and management of expectations;
- Deployment and Go-to-market.