Process Optimization for Customer Suggestions

Context:

The company (Weduka) had a slow process for evaluating new customer requests, with feature discussions happening only twice a year, slowing product evolution.

The problem

Slow evaluation of customer suggestions, delaying product improvements and evolution. NPS ans other satisfaction numbers were getting lower.

How we indentified

Feedback from customer success, low time-to-value indicator and analysis of feature request cycles.

Discoveries

• The existing process took up to 6 months just for feature discussion.

• We dont need to discuss to much with simple implementations in our platform.

• The high management dont need to be involved in every product evolution.

Action / Solution

I led an OKR initiative with stakeholders to optimize the suggestion and improvement flow. We mapped the current funnel, restructured the process, and created a rapid-value delivery queue for smaller enhancements, bypassing the extensive roadmap evaluation.

Result

Features that previously took 6 months just to be discussed were evaluated and delivered in an average of 15 days, significantly accelerating product iterations and customer satisfaction.

Learnings

Not all improvements need a complex evaluation — quick wins build customer trust.