Behind the Scenes: How Shopify Product Managers Learn from Real Store Owners
Peeking Behind the Curtain: When Shopify Comes to Your Store
Ever wonder how Shopify decides what features to build next? Well, sometimes it involves a bit of "tagging along," as one Shopify Product Manager, LouisShopify, put it in a recent community post. He was looking for Bay Area merchants willing to let him observe their brick-and-mortar operations for an hour or two. The goal? To understand how merchants, staff, and customers interact with POS systems and to uncover any pain points.
It's a fascinating glimpse into how product development works, and the community's reaction was pretty insightful too.
The Initial Ask: A Bit Too Vague?
LouisShopify's initial post was, let's say, a little open-ended. He asked if merchants would be willing to let him "tag along," without providing much background. As Laza_Binaery pointed out in their reply, it's a bit like asking to observe someone's home life without introducing yourself first. A little unnerving, right?
Laza_Binaery's analogy was spot-on: "Hi Lous, are you willing to let me tag along for an hour or two in your house so I can observe you and your family and any visitors, on how you use mobile devices. What chalanges you face? I won’t upsell anything, and details will be confidential. Scouts honor".
Refining the Approach: Transparency is Key
Thankfully, LouisShopify quickly course-corrected and provided a much clearer explanation. He revealed he was a Shopify Product Manager aiming to improve the platform for brick-and-mortar stores. He clarified his intentions, promising no upselling and assuring confidentiality. He even offered to provide his corporate email to verify his identity. This made a huge difference!
Here's the revised ask:
"Hello Shopify Merchants in the Bay Area! I am a new Product Manager working for Shopify and am looking to understand how I can help merchants be more effective with selling in their brick-and-mortar stores!
Would you be willing to let me tag along during business hours for an hour so I can observe how you, your staff, and customers interact with your POS devices? I would also be interested to hear other challenges you face in the store and how you currently solve it (even if you solve it in a non-tech way!).
I won’t upsell anything and details will be kept confidential. I can provide my corporate email in a private message so you know that I am a Shopifolk! Thank you!"
Why This Matters: The Importance of Merchant Feedback
This whole exchange highlights the crucial role of merchant feedback in shaping Shopify's platform. By directly observing how stores operate, product managers can identify real-world challenges and opportunities that might not be apparent from data alone. It's about understanding the nuances of the retail experience – the flow of customers, the interactions between staff and shoppers, and the unexpected hurdles that arise.
Think about it: are customers having trouble with a specific payment method? Is the POS interface confusing for new employees? Are there inventory management issues that could be streamlined? These are the kinds of insights that can lead to meaningful improvements in the platform.
Getting Involved: How You Can Shape Shopify's Future
While this particular request focused on Bay Area merchants, the principle applies to everyone. Shopify is constantly seeking feedback from its users through various channels, including community forums, surveys, and user research programs. If you have ideas for improving the platform, don't hesitate to share them! Your voice matters.
So, the next time you see a Shopify employee reaching out for feedback, consider lending a hand. You might just help shape the future of the platform and make life easier for merchants everywhere. After all, Shopify's success is directly tied to the success of its users, and that collaborative spirit is what makes the community so valuable.