I spent too long trying to enumerate every possible post-booking pain point before actually picking one to go deep on.
Start by clarifying the goal and defining what 'worst' means in terms of user impact and business metrics. Then map the post-booking journey, identify pain points through data and user research, prioritize using a framework like RICE, and propose a testable solution with success metrics.
Pro tip: Anchor your prioritization in DoorDash's core value of operational efficiency and customer obsession—show how fixing the post-booking experience reduces support costs and increases repeat bookings, directly impacting the bottom line.
Ask clarifying questions to understand the product context, business goals, and what 'worst' means (e.g., highest drop-off, lowest CSAT, most support tickets).
Break down the post-booking experience into key stages: confirmation, changes/cancellations, check-in, flight status updates, and post-flight. Identify pain points at each stage.
Use quantitative data (funnel analytics, support ticket volume, NPS) and qualitative research (user interviews, app store reviews) to pinpoint the most severe and frequent issues.
Apply a prioritization framework like RICE (Reach, Impact, Confidence, Effort) or Impact/Effort matrix to rank the identified problems based on potential business value and feasibility.
Select the top priority, outline a potential solution, define success metrics (e.g., reduced support contacts, increased CSAT), and suggest an experiment (A/B test) to validate impact before full rollout.
AI-generated suggestions, not part of the candidate's original notes. May be inaccurate — verify before relying on them.