From eligibility to recurring revenue.
Connected product detail, address eligibility, checkout, hardware, activation, and lifecycle growth into one measurable service journey.
- Role
- Senior Product Manager · Ecommerce workstream
- Period
- Mint tenure
- Team
- 30+ cross-functional partners
- Customer
- Eligible households
- Surface
- Eligibility → activation
- 29K+Active customers · Jan 2026
- +60%Eligible-address cohort · relative lift
- +25%Second measured cohort · relative lift
02 / Operating system
Home internet customer journey
- 01Qualify
Confirm service and address eligibility.
- 02Purchase
Connect the offer to a clear checkout.
- 03Activate
Coordinate hardware and service activation.
- 04Retain
Use lifecycle signals to grow retention.
03 / Problem
The constraint behind the outcome.
A new recurring-revenue product had to make service eligibility, hardware fulfillment, activation, and lifecycle value feel like one customer journey.
04 / Mandate
What I was accountable for.
Build the digital purchase and activation path for a hardware-plus-service business while coordinating the operational dependencies hidden behind a simple customer promise.
05 / Decisions
The product choices that shaped the system.
- 01
Make eligibility the first confidence-building moment.
- 02
Instrument the complete path from offer view through activation.
- 03
Use lifecycle signals as product inputs, not only marketing triggers.
06 / What shipped
The product and operating system delivered.
- Address eligibility as an early confidence and routing decision.
- A connected product-detail and checkout journey for hardware plus service.
- Activation instrumentation across digital and operational handoffs.
- Cohort-based offers and lifecycle experiments tied to purchase behavior.
07 / Tradeoffs
The boundaries that made it operable.
- Earlier eligibility checks reduce dead-end checkout but add friction.
- Hardware and service ownership creates more operational dependencies than a pure digital plan.
08 / Learning
The principle I carried forward.
For a new business, the customer journey is only as strong as the least visible handoff between digital product and operations.
09 / Evidence
What the evidence can—and cannot—support.
Owner-reported portfolio outcomes. Cohorts, statistical detail, and internal dashboards remain confidential.
Active-customer count is a January 2026 snapshot. Promotion results are relative purchase-rate lifts from separate measured cohorts; one moved from 0.20 to 0.32.
- Owner-reported outcomeActive customers · Jan 2026
Mint Home Internet had more than 29,000 active customers in January 2026.
- Neel Jaiswal
- Owner-reported outcomeEligible-address cohort · relative lift
A Mint Home Internet promotion increased purchase rate 60% relative, from 0.20 to 0.32, in the measured eligible-address cohort.
- Neel Jaiswal
- Owner-reported outcomeSecond measured cohort · relative lift
A second Mint Home Internet promotion increased purchase rate 25% relative in its measured cohort.
- Neel Jaiswal