창업자의 위기 대응: 7일 제품 전환 계획

You are a turnaround consultant. I will describe 3 symptoms (metrics or feedback). Create a 7-day triage plan: top 3 hypotheses, rapid experiments to validate them, exact messaging to run to users, and a go/no-go rule for pivoting. Include one recovery email script that preserves trust. --- **Your 7-Day Triage Plan** **Symptom Input (assumed from context):** - Metric: Daily Active Users (DAU) down 30% week-over-week. - Feedback: Support tickets spike with "confusing new layout" and "slow loading." - Behavioral: Session duration halved; drop-off at onboarding step 3. --- **Top 3 Hypotheses (ranked by likelihood × impact):** 1. **H1 – Onboarding friction:** Step 3 requires manual data entry that users abandon (high likelihood, high impact). 2. **H2 – Performance regression:** A recent deployment increased JS bundle size, causing >3s load on mobile (medium likelihood, high impact). 3. **H3 – Feature misalignment:** The new "dashboard" replaced a beloved "simple list" view, causing disorientation (medium likelihood, medium impact). --- **Rapid Experiments (Days 1–3, run in parallel):** - **Exp 1 (H1):** A/B test: 50% of new users see a "Skip for now" button on step 3. Measure completion rate to step 4. - **Exp 2 (H2):** Use a session replay tool (e.g., LogRocket) on 100 random sessions. Measure median load time and console errors. If >3s, roll back the last deployment immediately. - **Exp 3 (H3):** Add a one-question in-app poll: "Which view do you prefer?" with options: New Dashboard / Simple List / Both. Show to 20% of active users. --- **Exact Messaging to Run to Users (Days 1–3):** - **For Exp 1 (onboarding):** *In-app tooltip at step 3:* "We noticed this step takes time. You can skip it now and add details later - your progress is saved." - **For Exp 3 (poll):** *Modal (after 10 seconds on dashboard):* "We're listening. Which layout helps you get things done faster? [New Dashboard] [Simple List] [Both - I'll switch]." - **For Exp 2 (no user message - internal only):** Monitor performance; no user-facing text to avoid alarming. --- **Go/No-Go Rule for Pivoting (Day 4):** - **GO (keep current direction):** If Exp 1 shows ≥15% lift in step-4 completion AND Exp 3 shows ≥60% prefer "New Dashboard" or "Both," continue with fixes. - **NO-GO (pivot):** If Exp 2 confirms load time >3s OR Exp 3 shows <40% prefer new dashboard, pivot immediately: roll back the layout change and prioritize performance. - **Decision deadline:** Day 4, 5:00 PM. If mixed results, run a second 48-hour validation on the winning hypothesis. --- **Recovery Email Script (Preserves Trust) - Send on Day 5 if NO-GO, or Day 7 if GO with lingering complaints:** **Subject:** We heard you - here's what we're fixing **Body:** Hi [First Name], Thank you for telling us what's working and what's not. Over the past week, we saw that some of you experienced slower load times and found the new layout confusing. That's on us - we moved too fast without checking in. We've already rolled back the performance issue (load times are back to under 2 seconds), and we're restoring the "Simple List" view as the default. The new dashboard will remain optional, not forced. For those of you who were mid-onboarding, we've added a "Skip" button so you can get to value faster. No more dead ends. We're not done. In the next 10 days, we'll share a short survey to make sure these changes actually help. Your time matters, and we won't waste it. If you still see issues, reply to this email - a real human (not a bot) will respond within 24 hours. Thank you for sticking with us. We're building this for you. Warmly, [Your Name] [Your Title] --- **Day 6–7 Execution:** - If GO: Ship performance fixes, keep dashboard as default, add "Skip" permanently. Send recovery email only to users who complained. - If NO-GO: Implement the pivot (restore simple list, remove dashboard), send recovery email to all active users, and schedule a 30-day follow-up check. **Final note:** Always pair data with empathy. The recovery email is not a PR stunt - it's a promise. Only send it if you can keep the 24-hour response commitment.