-
Your Payment Flow Is Costing You Money (And Maybe Even a Pizza)
I recently ordered a pizza from Domino’s. Their checkout flow is one of the best in the industry — simple, fast, and frictionless from UX standpoint. There’s a reason why their Pizza Tracker™️ is famous. But something weird happened. After placing my order, I got stuck on a never-ending loading screen. Did my payment go…
-
Personalising Notifications and Emails to Retain News Readers
This blog post was co-written with Trent Woodbury, a Data Scientist at Pagos. Specifically, it focuses on the unique challenges news organisations face in engaging readers through push notifications and emails. This is the first in a series exploring these challenges. Future posts will focus on specific use cases with actionable strategies to improve personalisation…
-
Product-Led Growth in Action: How The New York Times Applies PLG Principles
Executive Summary This blog post explores how The New York Times applies Product-Led Growth (PLG) to attract, retain, and grow its audience. It looks at how the company uses freemium models, personalisation, and referrals to deliver value and drive engagement. Setting The Stage Product-Led Growth (PLG) isn’t just a buzzword. It’s redefining business strategies and…
-
Work Product: Advanced Features for FigJam’s Growth
Note: This Work Product assumes the problem statement has been validated through extensive data and user research. In other words, the problem is actually worth solving. The focus is to highlight two potential features, how they solve the problem, and how to effectively communicate their value to senior leadership and engineering teams. Executive Summary Develop…
-
Work Product: Preparing Australian Community Banks for myID Integration in the Private Sector
Executive Summary Community banks face rising fraud risks with outdated logins. Adopting myID as an authentication method strengthens security, prevents fraud, and positions them as leaders in safe, modern banking. Problem Statement Community banks risk falling behind in security and fraud prevention as private sector authentication evolves. A quick look at some community banks’ login…
-
Build Better Products with McKinsey’s Problem-Solving Framework
Have you ever faced a product problem so messy it felt impossible to solve? Do you jump to solutions, only to realise later you didn’t fully understand the problem? I see many product people struggle with this. I did too. But then I started approaching discovery more systematically. After graduating, I joined a Big 4…
-
Work Product: Streaming Personalisation
Personalised Disney+ Viewing Onboarding A work product showing how I would improve content discovery on Disney+ by solving a common user problem. Executive Summary Context and Problem Understanding the Disney+ viewer Disney+ attracts a diverse audience, with Millennials and Gen Z making up a large portion of users. In the US, 55% are male, 45%…
-
Taking the First Step into Continuous Discovery
Note: Specific details about the actual onboarding flow and its implementation have been left out for confidentiality, so this post focuses on the approach and lessons learned. The Painful Product Onboarding About a year ago, we faced a major issue. One of our product’s onboarding flows was driving users away. Nearly 70% of them were dropping off before…
