Choosing Change.

Something I find particularly difficult to deal with sometimes is how to handle all the suggestions, ideas and requests we receive from our end users. I am not talking about feedback regarding functionality that we are currently working on and where we specifically asked for feedback and user input. I am talking about all of those little things that users would really really like us to change or add to the application – particularly those that may not necessarily be a good idea.

Of course, users always have a specific reason in mind why they want the system to do something. However, not always are these requests really born from necessity. Especially in our case, where our application is replacing another system that many of our users have been working with for years, in some cases even decades. It’s no surprise really, that a not-insignificant number of enhancement requests could be simplified into one user story:

“As an experienced user, I want the system to handle this process the way my old system did, so that I do not need to change.”

Like I said, nobody is at all surprised that we receive requests like that, however somehow we haven’t yet figured out the best way to deal with them. Yes, we do have an extensive team of trainers, support staff and even a specific change management department, but requests such as these seem to bypass those teams entirely and in the end, tend to end up as enhancement requests in our product backlog.

For us product owners, this makes the process of prioritizing and grooming the backlog that much more difficult, because not only do we need to evaluate, prioritize and write user stories for all the very valid and great suggestions we receive from our users, we now also need to figure out what to do with the undesirable ones, who frankly just clog up our queue.

I do believe that the product team is responsible for choosing change – but we are probably not the right team to manage its undesirable cousins and the users who request them…

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3 thoughts on “Choosing Change.

      • This is most likely true. It’s a bit easier to get away with stuff like this if you’re the guy running the servers though… Not that I’ve done it… 😉

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