Strategy question
Design a customer discovery program for Glean's large-enterprise accounts. Which personas would you study, what methods and artifacts would you use, and how would you convert what you learn into roadmap choices for customer-facing features versus internal capabilities like connectors, permissions, and knowledge graph quality?
- Glean
- Strategy
- Hard
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What this question tests
Tests designing a structured discovery program for large enterprise accounts and converting findings into roadmap decisions across two different capability types.
How to approach it
- Study at least three personas: the end user doing daily search, the IT admin managing connectors and permissions, and the executive sponsor tracking value.
- Use a mix of methods: contextual interviews with end users, structured admin workflow reviews, and periodic executive value reviews, since each persona needs a different method.
- Build lightweight artifacts per persona, a journey map for end users, a permissions-and-connector audit for admins, rather than one generic discovery report.
- Convert end-user findings into customer-facing feature decisions, and admin findings into internal capability priorities like connector coverage or knowledge-graph quality.
- Weigh customer-facing and internal-capability investments against each other using a shared impact measure, like accounts unblocked or expansion enabled, not two separate roadmaps.
- Validate proposed roadmap changes with a subset of the same accounts before committing broadly.
What a strong answer includes
- Uses persona-specific methods rather than one blanket discovery process for all three groups.
- Explicitly routes findings to the right roadmap bucket, customer-facing versus internal capability, instead of one undifferentiated list.
- Uses a shared impact measure to compare customer-facing and internal investments on equal footing.
Common mistakes
- Running the same discovery method for every persona regardless of fit.
- Treating customer-facing features and internal capabilities as separate roadmaps with no shared prioritization.
Likely follow-up questions
- How would you handle disagreement between what end users want and what admins will allow?
- How often would you refresh this discovery program?
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More questions from Glean
Learn the skill behind it
Chapters of the AI PM course that teach what this question tests.
- Chapter 4: Discovery and strategy for AI products
- Chapter 9: Prove it paid off: outcomes, economics, and pricing
- Chapter 14: Get the job: the AI PM interview loop