Becoming the Product's Manual
Type: warning
Stage: Stage 7: Support Proof
Difficulty: beginner
The founder should not be the only person who knows how the product works. If every new user needs a founder-led walkthrough, the product has not yet proven it can operate independently. The signal that it's working: new customers reach the first value moment using onboarding, docs, and in-product guidance alone.
Overview
The founder should not be the only person who knows how the product works.
Avoid when
Every new user needs a founder-led walkthrough to get started. This is a service business disguised as a software business.
Better signal
New customers can reach the first value moment using onboarding, docs, and in-product guidance — without the founder involved.