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Customer Journey & Feature Adoption Improvement
Role
Independent Product Owner
Client
SaaS Product Company
The Challenge
The product had strong features but low adoption rates. Customers weren’t engaging with new releases, and churn began to increase. Leadership needed to understand why adoption was lagging and how to improve the customer journey.
My Role as Product Owner
Customer Research: Conducted user interviews and analyzed product usage data to identify friction points.
Journey Mapping: Mapped the end-to-end customer journey to highlight drop-offs and underused features.
Feature Redesign: Collaborated with design and dev teams to simplify user flows and highlight value-add features.
Release Strategy: Defined adoption-focused release notes and in-app education prompts.
The Outcome
Feature adoption increased by 50% within two quarters.
Customer churn reduced by 18%.
NPS (Net Promoter Score) improved significantly after adoption initiatives.
Impact
By aligning product development with real customer journeys, the company increased engagement, strengthened customer loyalty, and drove revenue growth.