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How I Turned Investor Escalations into Trust— Cutting 45% with a Product Mindset
- The shift in perspective from managing touchpoints to asking product-style questions transformed investor interactions.
- The author mapped investor experiences similar to how a product manager maps user journeys, focusing on reducing friction in onboarding and follow-ups.
- Through proactive engagement, careful listening, and redesigning touchpoints, escalations on the Fluna investor portal decreased by 45%.
- The improvement was achieved without a major overhaul but by providing a better, more responsive, and human-centered experience.
- Investors seek reliability, clarity, and security, emphasizing the importance of understanding that debt capital involves real individuals.
- The author credits their team and boss, Miguel Sousa Dias, for supporting experimentation and fostering ownership of the process.
- The experience highlighted that investor relations transcends finance, functioning as a product with users, feedback loops, and outcomes.
- Adopting a product mindset focusing on user-centricity, iteration, and journey thinking enhanced the author's problem-solving skills and strategic thinking.
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