Main Takeaways: - There is a significant return of investment from focusing on product reliability - It’s crucial to have leadership commitment - Product culture > Process

6. Quick intro
Working in product 7+ years
Joined Ireland & HubSpot in 2018
Linkedin: Klajdi Turlla
Twitter: @Klajdi_kl

7. Feedback for improvement
Click for NPS Survey or
Scan QR Code

8. Taking [good] care of your
product
A framework to ensure product reliability and
usability

10. Taking care of your team > Taking care of your product

12. What
How does a product that is taken care of look like?
The product is
secure
The product
doesn’t go down
The product works
as expected
The product is
usable

13. What
How does a team that takes care of their product look like?
The team is more
proactive than reactive
to solving issues
The team prioritizes
items that lead to a
good product
All teams in the org
follow a similar process

14. What
How does a team that doesn’t takes care of their product look like?
The team is fully
reactive to solving
issues
The team prioritizes
only items that make the
product inaccessible or
puts the company in
trouble
None of the teams have
any process

16. Why
So why is taking care of your product important?
Increase customer
happiness
Reduce financial and
legal risk
Make your product team
faster

19. How
How to take care of your product?
Identify your product
hierarchy of needs
Implement framework of
prioritization

20. Taking care of your product vs Growing your product
Balancing Act

21. Benefits
Time
Features
Care
New features vs taking care of your product
Time to see benefits

22. Mainsail - HubSpot Framework

23. Mainsail
Security tickets

24. Mainsail
Infrastructure
tickets

25. Mainsail
Support tickets

26. Mainsail
Response time

27. Mainsail
UX Tickets

28. Usability
● Adding usability to your Mainsail is a great first step
● Logging usability issues like you do with bugs
● SLA for usability issues
● Cognitive walkthroughs to quickly discover usability issues
More details from HubSpot’s VP of UX

29. Mainsail
Signups, Usage
data, Retention

30. Mainsail
SLA to empower
prioritization and focus.
Track our Mainsail data in
a single dashboard,
accessible to the entire
organization.
We log usability issues
just like we log bugs in
the software.
Impact on customer happiness.

31. How to start with your own Mainsail
STEP 1
STEP 2
STEP 3
STEP 4
STEP 5
STEP 6
Identify product
hierarchy of needs
Establish baselines
Metrics for each
level of needs
Track & report on
each level
Prioritization
framework
Commit

32. Hierarchy of needs
● Most businesses will have similar hierarchy of needs
● Start with existing model (HubSpot mainsail) and adapt to your business
STEP 1

33. Establish baselines and metrics
● Use existing data you have
● Use industry standards when possible
● Trial and error
STEP 2 & 3

34. Track and Report
● Start with how you want the main dashboard to look like and work backwards
● Use your existing tools
○ JIRA
○ Looker
○ SignalFx
STEP 4

35. Prioritization framework
● Prioritization = Hierarchy of needs + SLA
● Start with the SLA
● Trial and error SLA
● Add additional guidelines for prioritization tradeoff
STEP 5

36. Commit
● Need to commit across org
● Takes some time to see the benefits
STEP 6

37. Mainsail
Needs commitment from
leadership
Iterate on the framework
Automate as much as
possible
Light process

38. How do you know it’s working?
● Customer happiness
● Number of critical failures
● Speed of innovation

39. Your role as a PM in the Mainsail
● Embrace the Mainsail
● Support and collaborate with your engineering and UX peers
● See it as an automation tool
● Advocate Mainsail to customers, business partners and other product teams

40. Your role as a PM Leader in the Mainsail
● Embrace the Mainsail and advocate it to your teams
● Get commitment from leaders in the business
● Use Mainsail performance to help the design of your product org

41. Culture > Mainsail

42. Feedback for improvement
Click for NPS Survey or
Scan QR Code
Linkedin: Klajdi
Turlla
Twitter: @Klajdi_kl

43. Resources
Charting a Steady Course: A Framework for Building a Secure, Reliable,
Consumer-Grade Product
How HubSpot Worked to Better Protect Our Customers in 2019
The Possibilities of “And” — Prioritizing Usability Alongside Feature Growth