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Mealogic Case #1
*Scaling customizations from different account managers (who represent potential customers)
You are the product manager for the commerce team which includes the e-commerce platform. This is the Mealogic platform that brands use to stand up a branded prepared meal subscription business overnight. The account management team has been reaching out with requests from potential brand customers and prospective brand customers for additional platform configuration capabilities. One request that keeps coming up are customizations on the meal cards that show meal information on the platform. Some examples include:
● An eating disorder recovery brand doesn’t want to show calories or any macro nutrients.
● A D2C prepared meal brand doesn’t want to show any other supplier names on the meals.
As the product manager, how would you evaluate and action this feedback?
Vision
Food domain brands use Mealogic platform to stand up a branded prepared meal subscription business overnight.
Goal
Understand customer requirements and find alignment with product goals to determine next steps based on prioritization.
Outcome Hypothesis
By customizing the meal cards, customer adoption will increase.
Assumption & Validation
Number of interested prospects is high.
New prospects keep coming with the same request.
This customization would equally work for existing customers.
There would be no problem with compliance or legal: meaning it is not required by law to provide calories or macro nutrients when selling meals online.
There would be no problem with compliance or legal when not showing any supplier names.
Some Eating disorder end customers care and others don’t care about calories count.
D2C meal brands end customers don’t really mind knowing or not knowing about supplier names.
The solution proposed doesn’t affect Mealogic platform functionally nor affects its branding.
Alternatives
Currently, Mealogic might do this manually or they are keeping a promise to prospects about a feature that is currently being developed.
Success Metrics
Adoption - Conversion rate. Number of conversions / total interactions (in this case, those that are engaging with account management)
What we are not doing
We are not building complex customizations for each prospect or unqualified lead.
Personas
Personas Mealogic potential customers
Name
Fear
Anxiety
Hopes
Dreams
Eating disorder recovery brand
Loosing customers because lacking of channels to sell online
Not having enough resources to provide great quality meals for customers.
Provide a great experience across the customer journey
Excel quality in their meals and help improve their customer’s eating disorders
D2C prepared meal brand
Not having control or power over their suppliers
Not able to sell or use raw material or finished product due to expiration date
Have an efficient supply chain system (in general) and generate revenue without involving all of the suppliers
Being able to calculate needed goods and finished meals according to supply and demand
There are no rows in this table
Jobs to de done
These are based on hypotheses.
JTBD potential customers
Name
JTBD1
JTBD2
JTBD3
Eating disorder recovery brand
When they are selling their meals online, they want to show their products and benefits without showing calories and nutrients so that they can upload the information faster / so that they don’t worsen the customer eating disorder
When they specify calories and nutrients in their meals, they want to receive some incentive from their customers so that they can perceive they are delivering value by presenting detailed information about the meals
When they are preparing the meals, they want to use the right quantity and right quality of ingredients, so they can deliver a great quality meal for their customers / so this combination of ingredients makes it harder to calculate the calories and nutrients of each prepared meal
D2C prepared meal brand
When they are selling their meals online, they want to show the products they used without supplier names when preparing meals so that they can generate trust by their customers.
When they mention a supplier name on the list, they want to receive some sort of recognition so that they generate another source of income (if they are not, why would they mention supplier names)
When they are preparing the meals, they want to use every raw material, so that they can be efficient in their whole operation. / Sometimes when they use suppliers materials when preparing meals, they want to use generic brands so they can reduce expenses. (high quality suppliers might be expensive)
There are no rows in this table
Roadmap
Inputs to the roadmap
Roadmap - Mealogic Increasing adoption
Name
Now
Next
Later
Simple customizations by layers
Identify and layout all types of meal information selected domains care about showing and not showing on the meal cards. Prioritize according to feasibility and impact.
Implement a hide and show feature manage by a certain role. Account Management on the back end side control visualization permission by domain and customer which meal information will show on the meal cards.
Train customer success and support to respond to customer questions.
There are no rows in this table
Success Metrics
View of Success Metrics ML
Name
Goal
Signal
Metric
Primary Metric
Adoption
Become a paying customer
Conversion rate
Secondary Metric
Task Success (once converted)
Using the hide and show feature
Ratio of successful meal cards created / Total number of brands that use this feature
There are no rows in this table
Notes
There must be an understanding phase with customers: why does the D2C brand doesn’t want to show supplier names? I am assuming they do not want to promote their supplier brand (again, why?). Can this escalate? Is this happening to other customers? Matter of discretion*
In the case of the eating disorder brand, I have two hypotheses: that they might want to show nutrients and calories but don’t have sufficient resources to do so and that they don’t want to show this information based on worsening an eating disorder for a customer.
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