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Why I make my PM team deliver food orders - no exceptions

Hey GV folks, long-time lurker, first-time poster here. I'm a product leader at Zomato, managing a team of 8 PMs. Today, I want to share a practice that's become the cornerstone of our product philosophy - and it all started with me being "punished" by my first manager. At the cost of self praising, this is some really good advice so I hope you’re able to extract the maximum value out of this. Five years ago, I was a cocky new PM, fresh out of a fancy consulting gig. I thought I knew everything about our users based on data and surveys. My wake-up call came when I royally screwed up a feature release. Instead of firing me, my manager did something unconventional - she made me spend a week as a delivery partner. I was pissed. Riding around Bangalore in the March heat, navigating traffic, dealing with hangry customers - how was this supposed to make me a better PM? But on day three, while waiting for an order outside Truffles (fellow Bangaloreans, you know the wait I'm talking about), I struck up a conversation with a few seasoned delivery partners. What I learned in those 30 minutes blew my mind. They shared hacks they'd developed, pain points I'd never considered, and insights about customer behavior that no amount of data could have revealed. I realized I'd been building features in a vacuum, completely disconnected from the real world our app operated in. That week changed everything. I rewrote our entire product roadmap based on what I learned. The results? Our delivery partner satisfaction scores shot up, and our order completion rates improved significantly. Since then, I've made it a point to spend one day every month doing deliveries. It keeps me grounded, provides constant insights, and reminds me who we're really building for. When I started managing other PMs, I knew I had to institutionalize this practice. Now, it's mandatory for everyone on my team to do a delivery day once a month. No exceptions. At first, there was resistance. "We have data for this," they'd argue. "I can't waste a whole day delivering food!" But after their first experience, they got it. Now, our team meetings are buzzing with insights from the field. Here's why I believe every product manager should regularly step into their users' shoes: 1. Data doesn't tell the whole story: Numbers can show you what's happening, but not why. Real interactions reveal the context behind the data. 2. Empathy drives innovation: When you experience user pain points firsthand, you're more motivated to solve them creatively. 3. It challenges assumptions: Nothing humbles you faster than realizing your "brilliant" feature is actually a pain to use in the real world. 4. It builds credibility: When you can say "I've done this myself," your team and stakeholders listen differently. 5. It's a reminder of impact: In the daily grind of KPIs and metrics, it's easy to forget that we're affecting real people's lives. This practice keeps that front and center. Some practical tips if you want to try this: - Don't just observe. Actually do the job. - Engage in conversations. Users (and front-line workers) are usually eager to share their experiences if you show genuine interest. - Look for workarounds and hacks. These are gold mines for product insights. - Pay attention to the environment and context in which your product is used. - Reflect on the experience immediately after. What surprised you? What frustrated you? To my fellow PMs out there: when was the last time you truly stepped into your users' shoes? If it's been a while, I challenge you to give it a try. You might just find your next big product breakthrough while waiting to pick up someone’s 1 am order from Empire :) P.S. Took a photo while waiting for my order, would probably have been fired long back had it not been for this evening!

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by UnlawfulDame

Amazon

From Mumbai University philosophy grad to Amazon PM in Seattle. How? Just keep showing up

Hey everyone, I've been lurking here for a while, but I felt compelled to share my story today. It’s AM here in Seattle and read @PunyBlame’s post on the impostor syndrome - hit a nerve! I'm a 29-year-old woman, currently working as a Product Manager at Amazon in Seattle. No MBA, no tech background - just a Philosophy degree from Mumbai University and a whole lot of grit. Five years ago, if you'd told me I'd be where I am now, I would've laughed in your face. Back then, I was just another lost graduate, wondering what the hell I was going to do with a philosophy degree in a world obsessed with engineering and MBAs. But here's the thing I learned: success isn't always about being the smartest or having the "right" degree. Sometimes, it's just about showing up, day after day, even when you feel like an imposter. My journey started with a crappy content writing job that barely paid the bills. But I showed up every day, wrote those mind-numbing product descriptions, and used my free time to learn everything I could about tech and product management. I applied to hundreds of jobs, faced countless rejections. But I kept showing up. I networked like crazy, attended every tech meetup I could find in Mumbai, even when I felt like I didn't belong. I volunteered for projects at work that were way above my pay grade, just to get experience. Then came the breakthrough - a junior product role at a small startup. The pay was mediocre, the hours were insane, but I showed up every day with enthusiasm. I soaked up knowledge like a sponge, asked questions, made mistakes, and learned from them. Two years and three job changes later, I landed a role at Amazon India. It was a huge leap, and I felt completely out of my depth. Imposter syndrome hit me hard. But you know what? I showed up anyway. I put in the hours, raised my hand for challenging projects, and gradually, things started to click. When an opportunity came up in Seattle, I threw my hat in the ring, even though I was sure they'd laugh at my application. But they didn't. They saw my track record of showing up and getting shit done. Now, I'm not going to pretend it's all been smooth sailing. Moving to Seattle was terrifying. There are still days when I feel like I'm faking it. But I've learned that everyone feels that way sometimes. The key is to show up anyway. To anyone out there feeling lost or underqualified, here's what I want you to know: 1. Your degree doesn't define you. Skills can be learned if you're willing to put in the work. 2. Apply for jobs even if you don't tick all the boxes. Let them reject you; don't reject yourself. 3. Network genuinely. Help others without expecting anything in return. It pays off in unexpected ways. 4. Take on challenges that scare you. Growth happens outside your comfort zone. 5. Most importantly, just show up. Every. Single. Day. You'll face rejection. You'll doubt yourself. You'll want to quit. But if you keep showing up, putting in the work, and pushing through the tough times, you'd be amazed at where you can end up. So, to all the Philosophy grads (or any grads) out there wondering about their future - the world is full of opportunities if you're willing to work for them. Your destiny isn't decided by your degree, it's shaped by your determination :)