Writing
Articles on product decisions, trade-offs, and how operational realities shape customer and business outcomes.
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Selected pieces that best represent how I think.
ETA · Delivery reliability · MarketplaceThe Hidden Product Decisions Behind Delivery ETAHow delivery ETA shapes customer choice, checkout trust, post-order accountability, delay policy, and service recovery.
Jean John · May 2026 · 11 min read
ReadExperimentation · Metrics · Product judgmentExperimentation Is Not a Statistics RitualWhy good product experiments depend on hypothesis quality, metric design, statistical power, system design, and product judgment — not just p-values.Jean John · May 2026 · 13 min read
ReadContact rate · Support signals · OperationsContact Rate as Product SignalHow decomposing support contacts by complaint, journey stage, and recoverability can reveal the product failures behind customer anxiety.Jean John · May 2026 · 10 min read
ReadRefactoring · Cursor · Product craftWhat Refactoring Started to Mean to MeA short reflection on building this website with Cursor and why refactoring, source-of-truth design, and deleting stale code became central to how I think.Jean John · May 2026 · 8 min read
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Additional articles and case studies.
Demand shaping · Segmentation · Marketplace
When a Trade-off Is Really a Segmentation Problem
Some marketplace problems look like pricing problems until you separate system state, preference strength, and the choices the product itself helped create.
Jean John · May 2026 · 11 min readRead article →
Overcharge complaints · Pricing · Ride-hailing
Diagnosing Overcharge Complaints in a Ride-Hailing Marketplace
A data-led case study on pricing trust, GPS quality, marketplace signals, and rider complaints.
Jean John · May 2026 · 12 min readRead article →
Scheduled rides · Ride-hailing · Reliability
Should a Ride-Hailing Marketplace Launch Scheduled Rides?
A product strategy case study on reliability, supply allocation, pricing, and phased rollout design for scheduled rides.
Jean John · May 2026 · 14 min readRead article →