The Product Complexity Curve

New features increase customer value until the complexity tips the balance and actually decreases value

How do you know when you’ve hit the tipping point of the complexity curve?

  • Feature usage
  • Product paths and navigation flows
  • Churn and reasons for churn
  • Time to onboard
  • Time to value
  • Net promoter score
  • Support resolution times
  • Customer surveys and interviews

How do you prevent hitting the tipping point?

Facebook profile page designs changed to reduce complexity
Salesforce home page designs
  1. Stop building new features
  2. Wall off experiences within your product to hide some of the features. For example, you might have basic features easily accessible and more advanced features accessible through deeper navigation
  3. Change the trajectory of your complexity curve
Through thoughtful design and hard choices you can change the trajectory of your complexity curve

What do you do if you’ve hit the tipping point?

Respect the curve

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Product leader specializing in B2B SaaS. Adjunct professor of product strategy and product management at Brigham Young University.

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Johny Wudel

Johny Wudel

Product leader specializing in B2B SaaS. Adjunct professor of product strategy and product management at Brigham Young University.

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