Behavioural preparation 1

Question 1

Human-Centered

Describe a situation where you had to present customer insights to stakeholders who disagreed with your proposed solution. How did you navigate this disagreement and ultimately gain buy-in for your vision?

Situation | Action | Result

Answer 1

In CPD one of the goto frontend solution was a a standard HPP. Customers wanted bespoke. Sometime’s we willingly went along with building bespoke. Not good for CPD, and ultimately not good for customers as it resulted in overload for the dev team. My suggestion was 2 fold - build a better, more capable HPP and also a Web SDK. Thereby we had all bases covered. Buy in because it makes sense and I proved the HPP by creating a PoC. Secondly, the Web SDK is how ALL good competitors do it so easy to sell to the stakeholders.

Question 2

Human-Centered

Can you share an instance where you identified an unmet customer need that wasn’t readily apparent? How did you uncover this need and use it to inform your product strategy?

Situation | Action | Result

Answer 2

Internal customer need - to be able to onboard customers I identified the need to empower the Delivery team to onboard without the Dev team. This is standard practice. Hence, was a glaring hole in our solution. Alot can be drawn from past experience.

Question 3

Business-Focused

Share an example of how you tracked and adjusted your product roadmap based on changing market conditions or business needs. What specific metrics did you use to make these adjustments?

Situation | Action | Result

Answer 3

The key metric for a payment step is the conversion rate. That’s the guiding star. Fairly simple. Providing the option to choose additional data on the HPP was one that led me to prioritise this aspect. e.g. display order details, a price summary breakdown.

Question 4

Human-Centered

Tell me about a time you conducted customer research or interviews that led to a significant product improvement. How did you gather the insights, synthesize them, and translate them into action?

Situation | Action | Result

Answer 4

I gathered insights into a potential product for the airline industry to improve just an IBE. I used linkedin and personal contacts to send questionaires asking about painpoints with the existing solution airlines were using. The results fed into the ecommerce platform proposal to replicate SAP/Hybris, Salesforce cloud commerce.

Question 5

Business-Focused

Describe a situation where you had to make a tough decision about prioritizing product features based on conflicting business objectives. How did you approach this decision, and what was the outcome?

Situation | Action | Result

Answer 5

conflicting business priorities were often a consideration at CPD due to the way we built - lots of bespoke UIs. One example, Oman Air - creating a new payment step, integrating multiple new payment options vs fixing issues on a launched customer. The new HPP was less valuable than the existing customers defects and less time critical.

Question 6

Business-Focused

Tell me about a time you successfully measured the impact of a product launch or feature release using key performance indicators (KPIs). How did you define the KPIs and use the data to inform future iterations?

Situation | Action | Result

Answer 6

Conversion rate of any payment step is the main metric. If it’s low then we dig deeper to understand why. It could be - performance, payment options, acceptance rates.

Question 7

Technology-Driven

Describe a situation where you had to collaborate with engineering or technology teams to overcome a technical challenge impacting your product. How did you ensure your understanding of the technical constraints and work effectively with the team to find a solution?

Answer 7

Performance - web booking flow, heavy JS and slow UI. Worked with tech and QA to pay attention to this aspect, retrospectively and going forward.

Question 8

Technology-Driven

Tell me about a time you had to stay up-to-date on emerging technologies relevant to your product area. How did you stay informed and assess the potential impact of these technologies on your product roadmap?

Answer 8

The trend to use device finger printing to implement 3DS2

Question 9

Technology-Driven

Walk through a full product launch you have done, and talk through the technical aspects of it.

Answer 9

IBE - Gulf Air

Question 10

Integrated Problem Solving

Describe a complex problem you tackled in a previous role. How did you define the problem, brainstorm potential solutions, and ultimately arrive at the best course of action?

Answer 10

How to provide a white label HPP that wasn’t a one size fits all.

Question 11

Integrated Problem Solving

Share an example of how you used data and analysis to solve a non-technical problem, such as understanding user behavior or optimizing marketing campaigns.

Answer 11

GF - google analytics - funnel analysis

Question 12

Transformational Leadership

Describe a time you rallied your team or stakeholders around a challenging product vision. How did you communicate your vision effectively and motivate everyone to achieve the desired outcome?

Answer 12

HPP - non bespoke

Question 13

Transformational Leadership

Tell me about a situation where you mentored or coached a junior team member and helped them develop their product management skills. What were the key learnings you shared, and how did you measure their progress?

Answer 13

Vishal - UX

Question 14

Transformational Leadership

Share an example of how you built strong relationships with other teams or departments to facilitate collaboration and achieve shared goals. How did you overcome any communication or alignment challenges?

Answer 14

Ensured that we touched base regularly, understood each others areas and challenges. The key is being respectful understanding. Working as a team.

Question 15

Tell me about how you went about Customer engagement in your last role.

Answer 15

My immediate customers within the organisation were Delivery. My goal was to ensure they had the tools to do their job with respect to the HPP. I had a vested interest in this as without these tools it was left to the Development team to do the work, which reduced capacity from Sprints. I regularly worked with the the team lead to work through improvements.

With respect to actual customers using the HPP, I had regular interaction with Delivery’s customer facing resources and the analytics to help guide the product development. Customer engagement of an HPP is about providing a payment step which gives customers a frictionless experience, with a feeling that it is safe. Hence, best practices such as giving assuarnce that the page is secure, data is encrypted. If we’re replicating the styling of the customers site then we need to have a very good match so the customer doesn’t have a jarring UX.

Question 16

Tell me about Product Discovery for your HPP

Answer 16

The HPP is relatively simple product. KPIs are speed or the solution (non functional) and speed of checkout. The main challenges are creating a whitelabel that supports multiple uses cases in terms of payment option flows and merchant expectations. This is where most of my research time was spent to result in a highlevel product scope. i.e. lots of benchmarking and competitor analysis and ideation. I believe my solution was a market differentiator.