Having taken over the role of Product Owner and Design Lead well into product maturity, the main challenge I faced was optimizing the chatbot building experience in a way that maximizes for users' velocity to launch/update while reducing the volume of custom chatbot requests.
By auditing past custom chatbot requests and supplementing with competitive and analogous feature analysis, we grouped different functions and requirements into different modules that could be implemented as templates that users could plug into their chatbot. Adoption of these modulated templates saw a significant reduction in custom chatbot requests across users and an initial reduction in velocity to launch/update. However, as more templates were made available, the learning curve for users became steeper. Upon reflection, I wish I spent a bit more time finding a more sensible balance between choice of features and simplicity in the chatbot building experience.
FRM was sunset on August 2019 due to a big internal pivot away from powering 1-to-1 Messenger experiences and towards
enabling social commerce through smart use of AI.
