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Our Startup Nearly Crashed Over Miscommunication — Here’s How We Rescued It

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A Near-Crash in Communication

I still remember the sinking feeling when our analytics map project was on the verge of collapse. As a junior designer at wikimove, a fast-moving mobility startup, I had poured weeks into this feature. But a major communication breakdown almost derailed everything. A key stakeholder — frustrated by confusing updates and unclear direction — was ready to pull out support. The project’s future hung by a thread, not because of a coding bug or a design flaw, but because we weren't on the same page.

I remember staring at a wall of Slack messages, realising I had no idea what problem we were actually solving anymore. If you’ve ever sat in a meeting where everyone talks past each other, or read an update email that leaves you with more questions than answers, you know the feeling. Miscommunication can torpedo a project as surely as any technical failure. In our case, it nearly did. We needed a solution — fast — to save our feature and our credibility.

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The Turning Point: Finding a Framework

Amid the chaos, I stumbled across a framework that sounded almost too good to be true — a method that promised to turn messy startup communication into sharp, clear action. It came from McKinsey & Company, where high-stakes clarity isn’t optional. The method? The Minto Pyramid Principle.

At that point, any structure felt like a lifeline. Our team decided to give it a shot. We were desperate to rescue the project. What none of us realised then was that this simple structure would not only win back our stakeholder but also change the way we communicated forever.

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What Is the Minto Pyramid Principle?

The Minto Pyramid Principle is a method for structuring information logically. It works like this:

• Answer first. Start with your main point or recommendation up front. No lead-up, no build — just the answer.
• Supporting points. Underneath the main point, lay out two to four key reasons why your answer makes sense.
• Evidence and details. For each supporting point, offer data, examples, or facts — but only if the listener or reader needs that level of depth.

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Instead of rambling through a sea of information hoping the listener sticks around for the punchline, you deliver the most important message first. Busy teammates and stakeholders appreciate this because they instantly know what you’re trying to say — and why it matters.

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As Barbara Minto herself puts it:​

"The pyramid is a tool to help you find out what you think. The great value of the technique is that it forces you to pull out of your head information that you weren’t aware was there, and then helps you to develop and shape it until the thinking is crystal clear."

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By building communication like a pyramid, you guide your audience logically. It’s a simple but powerful shift that brings clarity to even the most complex discussions.

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How It Saved Our Analytics Map Project

Here’s where it got real.

Our analytics map feature was hanging by a thread. The stakeholder, understandably, was unhappy with our updates. Looking back, it’s clear why: we crammed every technical detail into our updates, burying the main point under layers of noise. We were making them work to understand whether the project was even viable.

Using the Minto Pyramid Principle, we flipped our approach completely:

• We opened the next update meeting with a clear conclusion: "Our analytics map is on track to improve user engagement by 20%, and we have a clear plan to address the performance issues flagged in testing."
• We outlined three supporting points: first, user testing confirmed users found the map engaging; second, the performance issue was isolated and a fix was already underway; third, the map directly aligned with the company's 2025 retention goals.
• We backed each point with evidence: real user quotes, load time improvements from prototypes, and direct links to company strategy documents.

There was an immediate shift in the room. Instead of arms crossed and skeptical looks, we saw nods of understanding. We turned a confusing 30-minute ramble into a crisp 10-minute briefing. The stakeholder, previously on the fence, not only backed the project but became an advocate for it.

That experience taught me something crucial: even brilliant ideas need brilliant delivery. Structure isn’t just about being neat — it’s about ensuring your message survives impact.

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Why the Pyramid Principle Works

Only later did I fully understand why this approach changed everything.

First, it enforced clarity. Saying "The project is on track to meet its goal" right away left no room for misinterpretation.

Second, it demanded structure. Before communicating outward, we had to think inward — what’s the main point? Why does it matter? How do we prove it? That rigor made our plans sharper.

Third, it reflected empathy. We thought about what the stakeholder truly needed to hear: not how hard we were working, but whether we were succeeding.

And finally, it boosted confidence. Leading with the answer made us sound — and feel — more credible. Confidence is contagious. When we believed in our message, so did they.

Looking back, I realise that clarity, structure, empathy, and confidence might just be the four essential keys to effective communication in any high-stakes situation.

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How You Can Use It: Designers, Developers, PMs

This approach isn’t just for high-pressure meetings. You can apply it today in whatever role you’re in.

If you're a designer presenting a new flow, headline the result first. Say "User testing shows a 30% drop in checkout errors" before explaining the design tweaks that caused it.

If you're a developer proposing a refactor, lead with the why. Say "Refactoring will cut load times by 50%," then explain how.

If you're a product manager delivering a project update, don't bury the lead. Start with "Project Atlas is at 90% completion and needs one additional UX resource for on-time delivery."

Always: answer first, reasons second, evidence if needed.

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Final Thoughts

Structured communication didn’t just save a project. It changed how I work. It taught me that clarity isn’t a luxury — it’s survival.

The next time you sense miscommunication brewing, don’t add more noise. Try structuring your message like a pyramid. Lead with the answer, organise your reasons, and be ready with evidence. Watch what happens when people finally hear what you’re really trying to say.

Structured communication builds trust. It creates momentum. And sometimes, it’s the difference between a project that crashes... and one that soars.

If this story resonated with you, I invite you to explore more lessons from my UX and product design journey over at Krueger Design. Here’s to building ideas — and communicating them — clearly and boldly.

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Sources

• About the Minto Pyramid Principle
• Barbara Minto's Book The Pyramid Principle (Amazon link for readers)
• Fierce, Inc. Communication Statistics

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