Your customers are calling for a major product revamp. How will you meet their expectations?

A major product revamp requires careful alignment with the business vision, allocation of resources, and consideration of product identity. It is crucial to reassess each aspect and evaluate the potential impact on the product's value. It is important to consider whether the product is a key element of the brand, as changes could significantly affect the business. In the case of diversified product lines, modifying one product can present an opportunity for success rather than introducing risk. Additionally, the client's influence is a factor that deserves consideration. In my business consulting services, I provide a framework for risk assessment that streamlines the decision-making process and clarifies the factors influencing the outcome

Gather insights by conducting surveys, focus groups, and analyzing feedback to understand customer needs. Use this data to guide the product revamp, ensuring it addresses their concerns and aligns with their expectations for a successful update.

If you do not update/upgrade, you will be left behind. Gather the idea behind the customer's expectation to revamp, to understand what do they really want and is it really an upgrade. Gather data as much as you can from clients and then pitch a solutions that would work for next 5 years, hence thinking and understanding vision of customer of their business is crucial, to predict the need that might arise 5 years from now, and prepare for that.

Understanding the reason for revamp requests and the customer's requirements. Based on the information do the market research and see what changing the market needs and business goals. Identify what’s working Focus on the trivial things first Take a holistic approach (check for the wide range of factors and data for a more creative solution) Decide how you will measure success (Set matrix to fulfill the success) Follow and maintain a design system Finalize and launch the redesign Continue usability testing and gathering feedback

- Analice comentarios a través de rese?as, encuestas y grupos de discusión - Identifique los aspectos más demandados que alineen con la visión del producto - Evalúe la viabilidad técnica y de recursos para asegurar una renovación efectiva

- Priorice cambios con mayor impacto en la experiencia del cliente - Evalúe viabilidad y recursos necesarios para cada modificación - Desarrolle una hoja de ruta clara para guiar al equipo durante la renovación

Don't just create every feature every customer asks for. Think about the underlying need customers express with feature requests, and align those to as few features as possible, that are robust, and are easy to use.

Involving customers goes beyond simple consultations or beta testing. The key is to create a community around your brand, where customers feel not only heard but also like co-creators of the product. An effective approach is to implement "customer committees" with key users. These committees not only provide ongoing feedback but also act as change ambassadors within their networks. Transparency in communication is essential. It's not just about updating, but explaining the why behind each change, even if it means being honest about challenges or limitations.

- Mantenga comunicación constante con los clientes durante la renovación - Ofrezca pruebas beta o adelantos de nuevas funciones - Refuerce el valor de los comentarios del cliente en el desarrollo del producto

Excelente ponto! A cocria??o com o cliente vai além de ouvir o feedback; é sobre convidá-los a participar ativamente na constru??o do futuro da marca. Isso n?o só fortalece a confian?a, mas também gera insights valiosos que talvez nunca surgissem apenas dentro das paredes da empresa.

When gathering feedback from your customers, make sure you use it. Take credit as well, by which I mean, when you take an advisory board's feedback, show them in the next meeting what you heard, and how you implemented it.

Impact monitoring is essential but must be proactive and multifaceted to be effective. It’s not just about measuring satisfaction or engagement but anticipating needs and adjusting strategies in real time. Implementing dynamic dashboards that integrate qualitative and quantitative data allows for real-time visualization of customer experience, combining traditional indicators (NPS, CES...) and sentiment analysis from social media and surveys. Additionally, establishing a continuous feedback loop where customers receive responses on how their feedback influences the product strengthens the customer-brand relationship and ensures tangible impact.

Feedback should be ongoing, not just during a big revamp. Consider quarterly user groups, and at least annual customer advisory board. The more you can do in person the better for engagement and loyalty.