Product Management

Text on an overlapping layered background reads: “You can’t transform something you don’t understand. If you don’t know and understand what the current state of the customer experience is, how can you possibly design the desired future state?”—Annette Franz.
Illustration of hands on a laptop surrounded by graphs, charts, a magnifying glass, and smartphones displaying apps. A chat bubble with a heart, and a pair of glasses are also visible on the blue background.
A person holds a smartphone displaying a rewards app. The screen shows user details, a progress bar for rewards, and account options. The app has a dark background with white text, and the phone is held in the persons left hand.
A drive-thru worker hands a Chick-fil-A bag and drink to a customer in a car. The transaction occurs through a window in a brick wall. A menu sign is partially visible on the right side.
A smartphone displays a digital wallet app with various colored credit cards, including red, gold, blue, and green, hovering around it. The background features a dynamic, futuristic design with light streaks.
A graphic featuring various icons within circles, such as glasses, shopping carts, and dollar bills, repeated in different colors. Text in the center reads, 2019 Mobile Benchmarks, by App Category.
A bar graph shows Average Interaction Rate and Average Response Rate from 2016 to 2018. Interaction rate increases yearly, with 2018 highest. Response rate rises from 2016 to 2017, then drops slightly in 2018. Apptentive Benchmark is at the top.
Illustration of a person with a heart-shaped backpack sitting beside a winding path. Signs along the path read Love, Rekindle, Heartbreak, and Crush, with mountains in the background. Text above the path says Customer Journey Experience.
A tablet displaying a graph with engagement on the x-axis and the number of customers on the y-axis. The graph features a large orange area labeled Silent Majority and smaller gray and green sections for Vocal Minorities.
A simple graphic of a smartphone with a blue refresh arrow icon in the center. The background is light gray with a long shadow extending to the right.
Illustration of a hand holding a smartphone displaying various colorful charts and graphs. Surrounding the phone are icons of a magnifying glass, light bulb, play button, bar graphs, a gift box, and a speech bubble, all set against a blue background.
A person holds a smartphone displaying a food app with images of desserts and a coffee cup. The screen shows categories like Featured and details under each image. The persons hands frame the device.
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A dashboard with sections Build, Style, Test, Share, Results, and Tools. It shows test project details, including estimated length of 11 minutes, fatigue score, and accessibility. Buttons offer options to generate test data and invite others.

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