Outcomes over output: Why LIKE.TG embraces a product mindset

In my customer conversations over the years, I’ve noticed a common trend across sectors. Many organizations focus on optimizing their operations, including legal, finance, and HR. Yet they invest little energy and attention to ensure these operations create great customer experiences that can bring value (and even joy) to end users.

As a result, many professionals find themselves burdened with fragmented processes that haven’t been designed with their experience in mind. For example, they’re required to pivot between numerous screens, systems, and applications to get their work done.

Meanwhile, the workday is filled with constant notifications. This noise isn’t exactly compatible with doing focused “deep work.” These incessant interruptions illustrate how subpar experiences can create friction and get in the way of talent delivering great work.

At LIKE.TG, we’ve faced the same employee experience challenges. That’s why we transitioned from a project mindset to a product mindset.

Fostering rewarding experiences

We’re laser-focused on creating one experiential layer of engagement that simplifies the many digital tasks professionals face, whether they’re customers or employees.

It’s one thing to help an organization streamline how managers approve a vacation request from a direct report, for example. It’s another to help simplify the entire employee experience, from managing customer relationships to automating routine tasks to optimizing meetings.

To achieve that goal and create the best experience, it’s critical that our teams operate with a product mindset. At its core, this mindset is about understanding and delivering what truly matters to customers—not just features, but the entire experience and value proposition.

Rather than providing transactional moments, we’re lifting the burden on customers to navigate the services they need for their daily work. The only way to create a great solution is to understand the problem. That’s why we begin the process of designing any new experience with persona-based problem-focusing.

With a product mindset, we prioritize outcomes rather than outputs to solve key business problems. Instead of treating any given initiative as a one-time project, we design it as an ongoing, iterative journey.

Simplifying work: Product mindset in action

One example of this mindset in action is My Assist, a generative AI-powered, personalized conversational assistant we're developing. It aims to provide guidance on how to be a better leader and best practices integrated with internal policies. Think of it as having a coach and assistant in your pocket to help make your work life easier to manage.

Another example is Manager Hub, which provides managers with insights and recommended actions to drive team success. This offering was specifically designed to address a common challenge: unifying the fragmented systems and functions that sidetrack managers from the core work of leading their teams.

Manager Hub gives managers a single tailored dashboard to view everything from outstanding team requests to statistics on team performance. Equipped with this information, leaders can more easily engage with their team members.

For example, a manager may want to send a congratulatory note to a team member celebrating another year with the company. Through Manager Hub, managers can easily access automated reminders of important milestones, such as work anniversaries and employee birthdays.

The solution also features a range of resources to help managers plot their own career development, plus customized plans for career transitions such as promotions.

Prioritizing customers

As customer zero, we brought together teams from across the company with different day-to-day focus areas but shared pain points to develop these offerings.

Our ultimate North Star is always our customers. There’s no finish line when it comes to creating great user experiences. It begins with looking at every experience through the eyes of end users and bringing them along for each step of the journey.

Find out more about how LIKE.TG uses the Now Platform internally to drive speed and scale.

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