The Great Turnaround at TechSolutions

{"company":"TechSolutions","sections":[{"label":"Situation","title":"The problem","body":"In Q1 of 2023, TechSolutions faced a major hurdle: their flagship product's customer satisfaction score had plummeted to 62%, down from 82% the previous quarter. The feedback indicated major usability issues, and the project was at risk of missing critical deadlines, threatening a $2 million contract renewal."},{"label":"Decision","title":"What they did","body":"Instead of simply pushing for a faster rollout of fixes, the new product manager, Sarah, facilitated a series of critical thinking workshops with her team. They used root cause analysis to identify that many issues stemmed from a misalignment between customer needs and product features, leading them to pivot their development…

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