Company Context

FitTrack is a mid-stage consumer fitness app with 4 million monthly active users and a freemium subscription model. It competes with Strava, Nike Training Club, and MyFitnessPal by combining workout plans, progress tracking, and social accountability features.

Problem

Over the last 4 months, FitTrack's iOS and Android app ratings have fallen from 4.4 to 3.2. NPS dropped from 31 to 12, and customer support tickets are up 45% quarter over quarter. Review analysis shows recurring complaints around confusing navigation after a recent redesign, irrelevant workout recommendations, and buggy workout logging. Paid subscriber churn has increased from 4.8% to 6.5% monthly.

The CEO wants a recovery plan within one quarter. You are the PM responsible for the core app experience and need to determine whether this is primarily a usability issue, a product-market fit issue for certain segments, or a quality/reliability issue.

Deliverables

1. Diagnose the root causes of the negative feedback and explain how you would separate signal from noise.
2. Identify which user segments and use cases to prioritize first.
3. Propose a product improvement plan, including what you would fix immediately versus later.
4. Define success metrics and how you would know the product is recovering.
5. Explain key trade-offs you would make across speed, scope, and user impact.

Constraints

• You have 1 quarter to show measurable improvement.
• Engineering capacity is limited to 6 engineers, 1 designer, and shared data science support.
• You cannot fully roll back the redesign because marketing has already aligned new brand campaigns to it.
• The team can ship at most 3 major user-facing changes and 2 reliability improvements in the quarter.