A quarterly process I built from scratch to help the team read product data and act on it together.
Pendo tracked everything. But the team made decisions based on research sessions and gut feel. There was no shared process to look at the numbers, agree on what they meant, and decide what to do.
I started building a framework to fix that. Not to replace research — but to catch what sessions miss: features that break silently, features nobody uses, features users love in testing but abandon in real life.
I built the first version by myself. I defined which metrics to track, why each one mattered, and how to combine them into a single score. Once the logic was solid, I brought in the product analyst to connect it to the Pendo pipeline and make it repeatable.
It grew into a quarterly process with PM, UX, and the analyst each playing a clear role. Each cycle takes two weeks from data export to shared review.
The hardest part was deciding what questions the framework should answer. Adoption rate alone misses features that are deep but narrow. Success rate alone misses features that are broken but tolerated. The score had to hold all of it at once.
The Playbook sheet documents every formula and every decision behind the weighting — so anyone on the team can challenge the logic, not just read the output.
Every feature is scored on depth of use, quality of interaction, and how many users reach it. The model runs from a Pendo CSV export in under 30 minutes.
A feature with a success rate below 80% is flagged as a Critical Quality Issue automatically — it skips the strategic scoring entirely. A broken feature should never look strategically healthy.
The first full cycle scored every tracked feature in the product. Here is the distribution across categories, and a sample of the most actionable findings.
| Feature | Assessment | Health Score | Key signal |
|---|---|---|---|
| Word — Enter Trademark Input | 🏆 Core Asset | 79.9 | 433 users, 99.9% success rate |
| Word — Enter International Classes | 🏆 Core Asset | 77.1 | 373 users, 99.7% success rate |
| Image — Upload Image | 🚨 Critical Issue | 68.1 | 1,280 dead clicks — 54% failure rate |
| Industrial Design — Drag and Drop | 🚨 Critical Issue | 44.3 | 266 dead clicks — 72% failure rate |
| Word — Enter Reference Input | 💎 Specialized | 74.1 | High depth, used by a loyal subset |
| Industrial Design — Upload Designs | 🚨 Critical Issue | 40.0 | 100% failure rate — 0 successful clicks |
Data from Pendo — first cycle, April 2026. Total app users: 8,245.
Each person writes their section before the meeting. The shared review takes 45 minutes. Decisions are recorded and checked at the start of the next cycle.