What Went Wrong...
Examining the missteps of various software products across industries reveals common pitfalls that can derail even the most promising innovations. From inadequate market research and poor user experience design to insufficient testing and failure to adapt to technological advancements, these challenges underscore the importance of thorough planning and execution. The following section outlines specific cases, offering insights into how these factors contributed to their downfall and the lessons that can be gleaned to inform future endeavors.
Available Lessons:
200
Namely Core HR Platform
HRTech
Namely
The platform struggled with technical bugs, poor performance, and inadequate customer support, leading to low client retention.
WHAT WENT WRONG
Backend system instability
Lack of responsive support for troubleshooting
SIGNALS MISSED
High churn rates among early adopters
Rising volume of unresolved support tickets
HOW COULD THEY HAVE AVOIDED THIS
Improving system reliability through better architecture
Expanding customer success and support capabilities
TEAMS INVOLVED
Product, Engineering, Customer Success, Operations
AI Video Interviewing Tool
HRTech
HireVue
Faced backlash due to algorithmic bias, leading to inaccurate candidate evaluations and ethical concerns.
WHAT WENT WRONG
Insufficient AI training to eliminate bias
Lack of transparency in how candidates were assessed
SIGNALS MISSED
Early reports of algorithmic bias flagged in pilot tests
Candidate dissatisfaction with evaluation results
HOW COULD THEY HAVE AVOIDED THIS
Enhancing AI models with diverse training data
Introducing transparency and human oversight in assessments
TEAMS INVOLVED
Product, Engineering, AI, Compliance, Legal
Gusto Benefits Platform (Early Rollout)
HRTech
Gusto
The benefits management platform struggled with integration bugs and compliance challenges in multi-state markets.
WHAT WENT WRONG
Weak backend integration with benefits providers
Regulatory oversights for state-specific compliance
SIGNALS MISSED
High user complaints about enrollment errors
Delayed resolution of multi-state compliance issues
HOW COULD THEY HAVE AVOIDED THIS
Ensuring integration testing with third-party providers
Addressing compliance nuances for regional markets
TEAMS INVOLVED
Product, Engineering, Compliance, Customer Success
SAP SuccessFactors Compensation Module
HRTech
SAP
The software failed due to bugs in compensation calculations, resulting in payroll errors and frustrated HR teams.
WHAT WENT WRONG
Flawed logic in payroll and compensation formulas
Inadequate testing of edge cases for large enterprises
SIGNALS MISSED
Reports of payroll discrepancies during pilot phases
Customer complaints highlighting inaccuracies post-launch
HOW COULD THEY HAVE AVOIDED THIS
Expanding QA testing for complex compensation scenarios
Implementing robust safeguards for payroll calculations
TEAMS INVOLVED
Product, Engineering, Customer Success, QA
Glassdoor Company Analytics
HRTech
Glassdoor
The analytics tool for employers failed to deliver actionable insights due to inconsistent data and limited reporting capabilities.
WHAT WENT WRONG
Poor data accuracy in employer dashboards
Weak reporting features that lacked depth
SIGNALS MISSED
Early complaints about irrelevant or outdated data
Low renewal rates from enterprise customers
HOW COULD THEY HAVE AVOIDED THIS
Improving data accuracy through rigorous validation processes
Enhancing reporting tools with actionable insights
TEAMS INVOLVED
Product, Data, Engineering, Sales
LinkedIn Talent Insights (Initial Launch)
HRTech
A tool for talent analytics faced criticism for inaccurate data reporting and lack of actionable insights for recruiters.
WHAT WENT WRONG
Weak backend algorithms generating incomplete reports
Misalignment with HR recruiter workflows
SIGNALS MISSED
User complaints about inaccurate or irrelevant data
Low adoption rates among recruiters
HOW COULD THEY HAVE AVOIDED THIS
Validating data accuracy through rigorous testing
Collaborating with recruiters to refine product workflows
TEAMS INVOLVED
Product, Data, Engineering, Design, Sales