Strategy question
On customer calls, support leaders optimize for faster resolution and lower escalations, while technical buyers care about traceability, approval gates, and version control. How would you shape Duet’s product narrative and roadmap so it wins both audiences without becoming an overbuilt enterprise platform?
- Decagon
- Strategy
- Hard
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What this question tests
Tests shaping a product narrative and roadmap that serves two different buyer personas without turning the product into an overbuilt platform.
How to approach it
- Separate the two jobs explicitly: support leaders buy faster resolution and lower escalations, technical buyers buy traceability, approval gates, and version control.
- Find the shared thread: both personas actually want confidence the agent is safe to expand, expressed differently.
- Anchor the narrative on that shared thread, trustworthy autonomy, rather than pitching two disconnected feature sets to two audiences.
- Sequence the roadmap so trust features, like approval gates and audit trails, also visibly reduce escalations, serving both personas with one investment.
- Avoid building bespoke enterprise-only complexity that only the technical buyer uses and the support leader never sees value from.
- Validate with both personas on the same call whenever possible, so tradeoffs are made with both in the room.
What a strong answer includes
- Finds features that serve both personas at once, such as approval gates that both build technical trust and reduce risky escalations.
- Explicitly avoids scope creep by rejecting features that only serve one buyer with no shared value.
- Anchors the narrative on one unifying theme instead of running two separate pitches.
Common mistakes
- Building two parallel feature tracks that never reinforce each other.
- Letting technical-buyer requests balloon the product into enterprise complexity nobody else uses.
Likely follow-up questions
- How would you handle a feature only the technical buyer wants and the support leader actively dislikes?
- How would you measure whether the narrative is actually landing with both audiences?
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More questions from Decagon
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