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
Clover Assistant (Initial Rollout)
InsurTech
Clover Health
An AI-powered tool for assisting providers faced adoption challenges due to poor integration and inaccurate data insights.
WHAT WENT WRONG
Weak EHR integration with healthcare providers
Poorly validated algorithms for data insights
SIGNALS MISSED
Feedback from providers about difficulty integrating with workflows
Reports of irrelevant or incorrect data insights
HOW COULD THEY HAVE AVOIDED THIS
Enhancing integration capabilities with EHR systems
Validating insights with clinical experts before deployment
TEAMS INVOLVED
Product, AI, Engineering, Customer Success
Bright Health Provider Search Tool
InsurTech
Bright Health
The provider search tool failed due to outdated information and poor UX, leading to customer frustration.
WHAT WENT WRONG
Inaccurate provider directories
Clunky interface for searching and filtering results
SIGNALS MISSED
Feedback from users citing difficulties finding accurate provider matches
Reports of outdated information from healthcare providers
HOW COULD THEY HAVE AVOIDED THIS
Regularly updating provider databases with verified information
TEAMS INVOLVED
Product, Design, Engineering, QA
Oscar App (Early Rollout)
InsurTech
Oscar Health
The health insurance app faced criticism for technical issues and poor integration with provider networks, frustrating users.
WHAT WENT WRONG
Frequent crashes during provider searches
Poor syncing with network directories
SIGNALS MISSED
User complaints about inaccurate provider information
Feedback highlighting app stability issues
HOW COULD THEY HAVE AVOIDED THIS
Conducting integration tests with provider databases
Ensuring app stability through iterative testing
TEAMS INVOLVED
Product, Engineering, QA, Customer Success
On-Demand Insurance App
InsurTech
Trov
Trov’s app failed to scale due to low customer retention and limited coverage options, reducing its market appeal.
WHAT WENT WRONG
Limited product offerings for broader insurance needs
Poor user engagement with the app’s features
SIGNALS MISSED
Low app engagement metrics and short customer lifecycles
Feedback about gaps in coverage options
HOW COULD THEY HAVE AVOIDED THIS
Expanding coverage options to attract a wider audience
Building features to drive ongoing engagement
TEAMS INVOLVED
Product, Marketing, Customer Success
Root Telematics Scoring Tool
InsurTech
Root Insurance
Root’s driver scoring software faced backlash for inaccuracies in risk assessment, leading to unfair premium adjustments.
WHAT WENT WRONG
Poor telematics data analysis leading to biased scores
Lack of real-time adjustments for inaccurate data
SIGNALS MISSED
Complaints from users about unfair premium changes
Low satisfaction ratings among early adopters
HOW COULD THEY HAVE AVOIDED THIS
Refining algorithms with real-world driving data
Allowing users to contest and review scoring errors
TEAMS INVOLVED
Product, Data, Engineering, QA
Pay-Per-Mile App (Initial Version)
InsurTech
Metromile
The app struggled with adoption due to poor mileage tracking accuracy and frequent technical glitches.
WHAT WENT WRONG
Weak GPS and telematics integration
Insufficient testing for real-world driving scenarios
SIGNALS MISSED
Reports from users about inaccurate mileage calculations
High churn rates among early adopters
HOW COULD THEY HAVE AVOIDED THIS
Conducting rigorous testing across diverse driving conditions
Adding manual review features for disputed mileage
TEAMS INVOLVED
Product, Engineering, QA, Customer Success