<story><title>When users never use the features they asked for</title><url>https://web.eecs.utk.edu/~azh/blog/featurestheywanted.html</url></story><parent_chain><item><author>commandlinefan</author><text>I once spent a week working on a fairly complex feature for a product that the users were demanding almost daily updates on.  I delivered it and, by coincidence, happened to be where the users were a couple of weeks later and I stopped by to say hello and saw that the user who had been asking for the feature every day was still using the product the &amp;quot;old way&amp;quot;.  I asked why and he didn&amp;#x27;t seem to follow what I meant, so I reached over and showed him the &lt;i&gt;feature that he had been demanding I add&lt;/i&gt; and he said, &amp;quot;oh, wow, that&amp;#x27;s awesome, that&amp;#x27;s going to be such a huge timesaver for us!&amp;quot;</text></item></parent_chain><comment><author>olivierlacan</author><text>This is why changelogs and release notes are not optional or tucked away in a dark corner. And users who request features need to be notified (actively, specifically) that something they requested or a bug they hit was resolved or addressed.&lt;p&gt;I know, that&amp;#x27;s a lot of work. But what&amp;#x27;s the point of fixing things if you never tell someone it&amp;#x27;s fixed.</text></comment>
<story><title>When users never use the features they asked for</title><url>https://web.eecs.utk.edu/~azh/blog/featurestheywanted.html</url></story><parent_chain><item><author>commandlinefan</author><text>I once spent a week working on a fairly complex feature for a product that the users were demanding almost daily updates on.  I delivered it and, by coincidence, happened to be where the users were a couple of weeks later and I stopped by to say hello and saw that the user who had been asking for the feature every day was still using the product the &amp;quot;old way&amp;quot;.  I asked why and he didn&amp;#x27;t seem to follow what I meant, so I reached over and showed him the &lt;i&gt;feature that he had been demanding I add&lt;/i&gt; and he said, &amp;quot;oh, wow, that&amp;#x27;s awesome, that&amp;#x27;s going to be such a huge timesaver for us!&amp;quot;</text></item></parent_chain><comment><author>quickthrower2</author><text>You did the customer success role.</text></comment>