How would you improve Yelp? | Yelp PM Interview
Yelp Product Manager Interview Question - Product Improvement : How would you improve Yelp?
Let’s get started with the solution (remember to follow the framework),
Describe the Product
To start off in the right direction, you need to explain your understanding of the product – what does it do, who uses it, and how.
Yelp is a popular online platform that allows users to search for and review local businesses. The platform was founded in 2004 and has since grown to become one of the most popular local business review sites in the world. Yelp is available for free on a wide range of platforms, including web browsers, iOS and Android mobile apps.
The main goal of Yelp is to help users find local businesses and services that meet their needs. The platform allows users to search for businesses by category, location, and keyword, and provides them with detailed information about each business, including reviews, photos, and contact information. Yelp also provides a platform for users to write and read reviews about local businesses, which helps others make informed decisions about where to spend their money.
One of the main features of Yelp is its user-generated reviews. Users can write reviews about local businesses they have visited, and these reviews can be read by other users. Reviews can be sorted by most recent, most helpful, and highest-rated, which makes it easy for users to find the most relevant reviews. Yelp also allows users to post photos and videos, which provide a more detailed view of the business.
Yelp also allows businesses to claim their profiles and respond to reviews. This feature allows businesses to manage their online reputation and interact with their customers in a more direct way. Businesses can also add photos, videos, and other details to their profiles, which helps them stand out to potential customers.
Yelp also offers a range of other features, such as the ability to make reservations and order delivery or takeout. These features make it easy for users to find the perfect restaurant or service and make a reservation or order without leaving the platform.
Another important feature of Yelp is its ability to integrate with other platforms. For example, Yelp can be integrated with Google Maps, which allows users to find businesses on a map and see reviews, photos, and other details. Yelp can also be integrated with other social media platforms, such as Facebook and Twitter, which allows users to share their reviews and photos with their friends and followers.
Yelp is also a great tool for businesses. It helps businesses to get discovered by potential customers who are looking for products and services in their area. Yelp also provides businesses with valuable data and insights, such as customer reviews, ratings, and demographics, which can help them improve their products and services.
In conclusion, Yelp is a powerful and versatile platform that has revolutionized the way people find and review local businesses. With its user-generated reviews, detailed business information, and range of features, Yelp has become a popular choice among users around the world. The platform also provides businesses with valuable data and insights, which can help them improve their products and services. Yelp's integration with other platforms, such as Google Maps and social media, also makes it easy for users to find and share information about local businesses. Overall, Yelp is a valuable tool for both consumers and businesses alike.
Now that we are clear on the product description and the interviewer is also onboarded.
Time to move on to the next step: Ask Clarifying Questions.
You: “Before we move on, I have a few clarifying questions I want to ask. Shall I proceed?”
Ask Clarifying Questions
Q) Yelp has multiple features such as Restaurants, Nightlife, Home Services, and others. Is the goal to improve the entire platform or a specific feature?
A) Let’s say we want to improve Home Services.
Q) Is there any particular aspect of the Home Services feature you want to improve?
A) Well, we have seen a decrease in the number of repeat users that return to Home Services.
Q) Okay, so you would like to improve user retention for Home Services?
A) Yes, that is correct.
Explain Your Approach
To improve retention of Home Services, it is essential to enhance the value proposition of the feature to users. To achieve this, we need to comprehend their goals and key needs that need to be met more effectively.
My approach would be to first gain an understanding of the users of Home Services, and what their goals or motivations are when utilizing the feature. Next, I will analyze use cases to pinpoint crucial user needs and propose new features that will increase the value of Home Services to the user.
Finally, I will evaluate metrics to confirm the effectiveness of these new features and provide a final recommendation. This approach will allow us to identify areas for improvement and make changes that will benefit the users and increase their satisfaction with the Home Services feature.
Yelp Home Services users are likely individuals who are white-collar professionals and require assistance with home repairs, landscaping, and other home maintenance. They are tech-savvy and utilize the internet to gather information. When searching for professional help, they aim to find the most suitable service providers and place a service request quickly. As a result, they want to have confidence in the reviews of other Yelp users, make a rapid decision on a service provider, and place an order for the service. In summary, the user goal is to quickly find and contact reliable service providers.
With this user goal in mind, I plan to investigate various use cases to identify the user's needs towards achieving this goal. I will develop a user journey map to consider the various needs users may have at each stage of the process. This will aid in understanding the user's needs and help in finding ways to enhance the user's experience, making it easier for them to find and contract reliable service providers.
The different stages a user goes through when searching for home services providers: