Weinstein: Product entropy inevitably breaks smooth customer workflows as companies scale
Jeff Weinstein · Building product at Stripe: craft, metrics, and customer obsession | Jeff Weinstein (Product lead) · Jul 11, 2024 · at 1:13:50
Jeff Weinstein, product lead at Stripe, explains how organizational growth and continuous feature shipping unintentionally degrade user experience quality over time.
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“Anyone who's built a product that has. Gone over the horizon of it's actually in production and being used for some, you know, a year or more as you go to iterate on it, especially when you're in a larger company and there's multiple teams and multiple products going on. There's just some entropy in the world that causes these things to go bad. I actually have a hard time Naturally explaining it, you kind of think to yourself, well, it's code, it just must be running the same every day, but somehow you do enough things in a row, and what was once a smooth end-to-end Flow for accomplishing a task for a customer is all of a sudden some Byzantine complicated broken mall that where all the doors are busted and you have to, you know, exactly the way to get through the dashboard to solve your problem.”
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