You are the PM for a consumer subscription messaging product where users can send paid messages and manage ongoing conversations with creators. One existing feature was launched to help users continue conversations more easily, but adoption has stalled: only 14% of eligible users try it, and just 32% of those users come back to use it again within 30 days. Support tickets mentioning confusion around the feature have increased 18% quarter over quarter, and leadership believes improving this experience could increase payer retention and average revenue per user.
How would you approach improving this feature, and how would you decide what to change first? Walk through how you would understand the user problem, evaluate opportunities, and determine whether your improvements are actually working.
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