Should Zendesk prioritize adding new features or improving existing ones to enhance user satisfaction?

Introduction

The trade-off between adding new features and improving existing ones is a critical decision for Zendesk's product strategy. This scenario involves balancing innovation with refinement to enhance user satisfaction. I'll analyze this trade-off by examining the product context, identifying key metrics, designing experiments, and providing a data-driven recommendation.

Step 1

Clarifying Questions (3 minutes)

• Context: I'm thinking about Zendesk's current market position. Could you share any recent changes in customer feedback or competitive landscape that might be driving this decision?

Why it matters: Helps understand external pressures and user needs Expected answer: Increased competition or specific user pain points Impact on approach: Would influence whether to focus on differentiation or refinement

• Business Context: Based on Zendesk's business model, I assume this impacts subscription renewals and upsells. How does our current churn rate compare to industry standards?

Why it matters: Indicates whether retention or acquisition should be prioritized Expected answer: Churn rate slightly above industry average Impact on approach: Higher churn would lean towards improving existing features

• User Impact: Considering Zendesk's diverse user base, which user segments are most vocal about new features vs. improvements?

Why it matters: Helps prioritize efforts based on user value Expected answer: Enterprise clients want stability, SMBs seek new features Impact on approach: Would inform segmented strategy for feature development

• Technical: Regarding our current architecture, how modular is it for adding new features without disrupting existing ones?

Why it matters: Assesses feasibility and potential technical debt Expected answer: Moderately modular with some legacy systems Impact on approach: Less modularity would favor improving existing features

• Resource: Thinking about our product team structure, how are resources currently allocated between new feature development and maintenance?

Why it matters: Determines capacity for different initiatives Expected answer: 70% new features, 30% maintenance Impact on approach: Would influence realistic scope of changes