Navigating “One to Ten”: How we do Product Discovery at Enterpret

Vivek Kaushal
Product
June 11, 2024

I have always found the journey from "zero to one" to "one to ten" to be a fascinating one in the startup world. The challenges shift from finding market fit to managing and prioritizing a multitude of ideas and scaling the business. At Enterpret, this transition to the one to ten phase marked a critical juncture that demanded a structured approach to our product discovery and prioritization.

I recently shared our Product Discovery Template to share how we facilitate product discovery at Enterpret. After putting this together I wanted to share some thoughts and reflections in a post to provide a glimpse into how we are navigating this phase and some insight into how we’re using the template.

Note: I am a long time fan of Teresa Torres who’s advice and Continuous Discovery framework has helped shape my perspectives as a PM!

From Zero to One, to One to Ten

When we first hit broad market fit, the game changed. During the zero-to-one phase, the biggest problem is usually glaringly obvious. All your resources are laser-focused on solving that singular issue. But once you move past that milestone, you’re suddenly juggling multiple promising ideas. The challenge is to prioritize effectively. This is where a structured approach to discovery becomes crucial. It’s not just about growing financially; it’s about strategically allocating resources to maximize impact.

The Objective: Building Impactful Features

The primary objective behind developing our Product Discovery Template was to ensure we were building the most impactful features. The template helps operationalize this by enabling us to quickly identify and prioritize the right things to build. In essence, it’s about speed and efficiency in decision-making. You need a process that cuts through the noise and focuses on what truly matters.

And, of course we dogfood our own product at Enterpret, using insights on top themes to tackle we gather to help inform prioritization. See this example in the template:

The Iterative Process of Creation

Creating the template was far from straightforward. It involved a lot of iteration, experimentation, and adaptation. There isn’t a one-size-fits-all approach to product discovery; it depends heavily on your team, market, and business context. We tried multiple strategies, and while some worked, others didn’t. It took time to refine a process that fit our needs. The key lesson here is that product discovery is inherently fuzzy. The best approach is to take elements from various methodologies and refine them to suit your specific context.

Tackling Key Challenges

One of the primary challenges we encountered was keeping “solutioning” out of the picture until we had prioritized the right problems. It’s all too easy to start with solutions and then look for problems that fit. To combat this, we actively and consciously focused on consuming customer feedback. This practice helped us stay grounded in real problems and avoid the trap of fitting problems to pre-conceived solutions. Here's an example of how we present our hypotheses and evidence:

Aligning Stakeholders as Part of the Product Discovery Process

Coordinating various stakeholders, such as product managers, UX designers, and data analysts, posed its own challenges. Often, different perceptions of the core problem made alignment difficult. Grounding the problem in customer feedback helped resolve these differences. Nothing builds empathy like actual user words expressing their pain points or requirements. Making customer feedback a cornerstone of the discovery template has been immensely helpful in aligning our team.

The reception of the product discovery process and template within Enterpret was overwhelmingly positive. Our CTO, Arnav, found it particularly useful as it streamlined communication and alignment across the team. The visual nature of the template made it easier to convey complex problems, investigations, and potential solutions. This clarity facilitated better discussions and more informed decision-making. It’s a win when your tools make life easier for everyone involved.

Impact of the Product Discovery Process

The insights and methodologies from this template have significantly influenced subsequent projects and initiatives within Enterpret. The process has helped us articulate the value of different parts of a solution and prioritize accordingly. By streamlining the discovery process, we’ve saved a lot of time. Previously, we’d draft lengthy documents and hold discussions to decide on prioritization. Now, with a more structured approach, we can quickly iterate on core problems and solutions. It’s about moving faster and being more efficient.

Advice for Implementing a Similar Template

If you’re considering undertaking a similar project for your organization, don’t expect a one-size-fits-all solution. This template won’t solve all your problems, but it has elements that can be incredibly useful. Take the best parts from various methodologies and adapt them to your context. The goal is to discover and prioritize effectively. Remember, the best process is the one that helps you identify and take the next steps. Be flexible, iterate, and apply what works best for your unique situation. That’s how you’ll get the most value.

Embracing Iteration and Flexibility

Navigating the “one to ten” phase is about strategic prioritization and efficient resource allocation and of course insights 🙂.  At Enterpret, our Product Discovery Template has been instrumental in our journey. By embracing an iterative approach and remaining flexible, we’ve been able to streamline our discovery process and build impactful features. If you’re on a similar path, I hope our experiences offer some valuable insights. If you’d like to chat more reach out at vivek@enterpret.com or tweet me at @vi_kaushal - I would love to hear from you!

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We are laser-focused on giving customers more than they expect through a hospitality-first, individualized approach to drive retention and loyalty. Enterpret has allowed us to stitch together a full picture of the customer, including feedback and reviews from multiple data points. We now can super-serve our loyal customers in a way that we have never been able to before.
Anna Esrov
Vice President of Customer Experience & Loyalty
Enterpret allowed us to listen to specific issues and come closer to our Members - prioritizing feedback which needed immediate attention, when it came to monitoring reception of new releases: Enterpret picked up insights for new updates and became the eyes of whether new systems and functionality were working well or not.
Louise Sellars
Analyst, Customer Insights
Enterpret is one of the most powerful tools in our toolkit. It's very Member-friendly. We've been able to share how other teams can modify and self-serve in Enterpret. It's bridged a gap to getting access to Member feedback, and I see all our teams finding ways to use Enterpret to answer Member-related questions.
Dina Mohammad-Laity
VP of Data
The big win-win is our VoC program enabled us to leverage our engineering resources to ship significantly awesome and valuable features while minimizing bug fixes and" keep the lights on" work. Magnifying and focusing on the 20% that causes the impact is like finding the needle in a haystack, especially when you have issues coming from all over the place
Abishek Viswanathan
CPO, Apollo.io
Since launching our Voice of Customer program six months ago, our team has dropped our human inquiry rate by over 40%, improved customer satisfaction, and enabled our team to allocate resources to building features that increase LTV and revenue.
Abishek Viswanathan
CPO, Apollo.io
Enterpret's Gong Integration is a game changer on so many levels. The automated labeling of feedback saves dozens of hours per week. This is essential in creating a customer feedback database for analytics.
Michael Bartimer
Revenue Operations Lead
Enterpret has made it so much easier to understand our customer feedback. Every month I put together a Voice of Customer report on feedback trends. Before Enterpret it would take me two weeks - with Enterpret I can get it done in 3 days.
Maya Bakir
Product Operations, Notion
The Enterpret platform is like the hero team of data analysts you always wanted - the ability to consolidate customer feedback from diverse touch points and identify both ongoing and emerging trends to ensure we focus on and build the right things has been amazing. We love the tools and support to help us train the results to our unique business and users and the Enterpret team is outstanding in every way.
Larisa Sheckler
COO, Samsung Food
Enterpret makes it easy to understand and prioritize the most important feedback themes. Having data organized in one place, make it easy to dig into the associated feedback to deeply understand the voice of customer so we can delight users, solve issues, and deliver on the most important requests.
Lauren Cunningham
Head of Support and Ops
With Enterpret powering Voice of Customer we're democratizing feedback and making it accessible for everyone across product, customer success, marketing, and leadership to provide evidence and add credibility to their strategies and roadmaps.
Michael Nguyen
Head of Research Ops and Insights, Figma
Boll & Branch takes pride in being a data driven company and Enterpret is helping us unlock an entirely new source of data. Enterpret quantifies our qualitative data while still keeping customer voice just a click away, adding valuable context and helping us get a more complete view of our customers.
Matheson Kuo
Senior Product Analyst, Boll & Branch
Enterpret has transformed our ability to use feedback to prioritize customers and drive product innovation. By using Enterpret to centralize our data, it saves us time, eliminates manual tagging, and boosts accuracy. We now gain near real-time insights, measure product success, and easily merge feedback categories. Enterpret's generative AI technology has streamlined our processes, improved decision-making, and elevated customer satisfaction
Nathan Yoon
Business Operations, Apollo.io
Enterpret helps us have a holistic view from our social media coverage, to our support tickets, to every single interaction that we're plugging into it. Beyond just keywords, we can actually understand: what are the broader sentiments? What are our users saying?
Emma Auscher
Global VP of Customer Experience, Notion
The advantage of Enterpret is that we’re not relying entirely on human categorization. Enterpret is like a second brain that is looking out for themes and trends that I might not be thinking about.
Misty Smith
Head of Product Operations, Notion
As a PM, I want to prioritize work that benefits as many of our customers as possible. It can be too easy to prioritize based on the loudest customer or the flavor of the moment. Because Enterpret is able to compress information across all of our qualitative feedback sources, I can make decisions that are more likely to result in positive outcomes for the customer and our business.
Duncan Stewart
Product Manager
We use Enterpret for our VoC & Root Cause Elimination Program - Solving the issues of aggregating disparate sources of feedback (often tens of thousands per month) and distilling it into specific reasons, with trends, so we can see if our product fixes are reducing reasons.
Nathan Yoon
Business Operations, Apollo.io