Every product manager better have the answer to this question chambered. Start with your assumption of the site’s business goals and frame your improvements around that. If you are too close to the site, interview some friends to get a fresh perspective. I have provided my sample answer below –
My favorite product is Ola. It has made a very complicated problems of finding taxis pretty simple for all customers. Some of the features which standout for Ola are –
- Their icons – the best product is the one a dumbest person can use. The icons of different kind of cabs are so well made that a person who doesn’t even know how to read can understand what it really means and use the Ola app easily.
- Their products – they have cracked the Indian market well. They have come up with a product for every type of customer requirement e.g. out station, book cab for a day etc.
- Pass concept – for a customer regularly using Ola/Uber for their travel to office one of the most painful task is to make sure that he has enough money in his digital/physical wallet to pay. With the pass, I don’t need to worry about it anymore. I can just buy a pass and then be relaxed for a week.
If I have to improve 1 thing in Ola then it would be the review system. Currently, every time i have to book the next ride, i have to first complete the review of the previous ride. This makes it painful for me as a customer as i might be in a hurry. At the same time the review i fill might not be the best representation of the feedback. Therefore, maybe this can be made optional. An additional push can be sent to the user while they have booked their next ride to provide the feedback. At that moment i am relieved and will be ready to provide the right review.