In the next two minutes
List the five tasks.
A Customer Healthcheck pattern
Too many features in one product
How deep it runs depends on your answers.
Take the Customer Healthcheck
Your answers point at coherence.
It's the classic CRM bloat: the same monthly fee, and tons of features you never use.
Years of shipping what was asked for, by different teams, at different times, under different pressures, mostly without checking with customers first. Every decision made sense at the time. Added together, they built a product with three ways to do the same thing and two places where the same information lives.
The symptom you'll recognise: Onboarding takes longer than it should, support answers the same "where do I find" question every week, and new features land in a corner nobody visits.
The tool
The Seam Finder.
The task customers come to do. How many routes the product offers to do it. Where the information lives. Which team built each route. And your call on each: keep, merge or retire.
- 01
Pull your top five customer tasks from support tickets and site search.
- 02
Count the routes for each.
- 03
Watch two people who have never used the product try each task, and write down every hesitation.
- 04
Mark each extra route keep, merge or retire.
- 05
Take the merge list to your next roadmap meeting as one initiative, measured by time to complete the first task.
This week
Count the routes.
This quarter
Put the merge list on the roadmap.
Want help fixing this?
Read the offer document. It shows exactly how my team and I would start, with quick wins in the first weeks.
Or learn to fix it yourself
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Seam Finder
Count the routes to each task, then keep, merge or retire.
Get the templateWhy you got this result
In sixteen years I have met maybe two companies that didn't care about their customers at all.
For everyone else, the evidence was already scattered across their analytics, the support queue and the session recordings. It just never reached the room where the roadmap gets decided.