How Can a Well-Intentioned Feature Decrease Customer Satisfaction?
A feature that disrupts or complicates the user’s primary task—such as completing a purchase—can frustrate users and reduce engagement, even if it adds new functionality.
Metaphor
Adding a well-intentioned feature at the wrong moment is like triggering a pop-up recipe video on your car’s dashboard while you’re trying to parallel park. Sure, it’s helpful in another context, but right now it’s just distracting and stressful.
When features ignore the user’s primary task, they risk turning added value into added frustration.
Works Consulted
- Why Customer Outcomes Matter | Scrum.org | Accessed 26 Dec. 2024.