Product design question
How will you improve reviews and ratings for Wayfair?
- Wayfair
- Product design
- Medium
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What this question tests
Product improvement for a trust signal system where review quality and relevance matter more than review volume.
How to approach it
- Clarify the current gap: furniture purchases are high consideration and infrequent, so generic star ratings alone don't give buyers enough confidence.
- Segment shoppers: first time category buyers needing reassurance on fit, quality, and durability versus repeat Wayfair shoppers who trust the platform already.
- Prioritize adding structured, attribute specific review data, like durability after 6 months or true to size accuracy, since generic ratings don't address furniture specific concerns.
- Propose verified purchase photo reviews with structured prompts, like how does this look in your space, plus a durability follow up prompt sent months after delivery.
- Address review reliability by weighting or highlighting verified purchase reviews more prominently than unverified ones.
- Define success as review submission rate with photos and buyer reported confidence in purchase decisions via post purchase survey.
What a strong answer includes
- Identifies furniture specific concerns, fit, durability, true to size, as the real gap generic star ratings don't solve.
- Proposes a concrete mechanism, a delayed durability follow up prompt, addressing a problem specific to furniture's longer usage cycle.
- Gives an illustrative number, for example assuming photo review submission rate rises from 5 percent to 15 percent of purchases.
- Prioritizes verified purchase reviews to improve trust and reduce the impact of fake or low quality reviews.
Common mistakes
- Proposing generic review volume boosting tactics, like incentivized reviews, without addressing what information furniture buyers actually need.
- Ignoring the time delay problem, since furniture quality issues like durability often only show up months after purchase.
Likely follow-up questions
- How would you incentivize customers to leave a follow up durability review months later without feeling spammy?
- How would you handle and weight reviews that conflict sharply with the overall rating?
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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 7: AI UX and human oversight: design for a system that is wrong sometimes
- Chapter 14: Get the job: the AI PM interview loop