Prioritizing Capabilities for Effective Routing

TLDR; Routing is crucial for addressing user concerns, prioritizing capabilities, and improving system performance.

⚙️ Importance of Routing

Routing is essential for addressing user concerns and improving the application.

When users seek to improve a web application, it often indicates specific issues such as bad user experience, high latency, or other specific problems.

Identifying the types of questions users are asking is crucial. There are two main categories: topic-based questions (e.g., about privacy information, pricing, documentation) and capability-based questions (e.g., comparing, ownership, decision-making).

It's important to prioritize the types of questions being asked and understand their distribution.

This helps in identifying which questions are most common and allows for the prediction of churn based on the distribution of question types.

⏳ Prioritizing Capabilities

Understanding the distribution of question types helps in prioritizing capabilities.

For instance, if 80-90% of questions fall within 20% of the question type-capability interactions, it indicates the need to focus on those specific areas for improvement.

The performance on each question type can help in predicting churn. If certain types of questions are not being answered effectively, it's crucial to be able to confidently decline them and focus on building tools to address those specific areas.

Recognizing the need to build new technology to address different groups and being able to decline certain capabilities is emphasized.

It's important to focus on building technology to serve each group effectively.

💡 Saying No and Fallbacks

It's often better to decline certain capabilities than to provide incorrect or incomplete information.

However, declining a capability does not mean ending the conversation. Providing alternative options such as surveys to understand user needs or suggesting speaking to a manager for onboarding more data can be beneficial.

Additionally, having fallbacks for declined capabilities is important. For example, providing guidance on how users can improve their use of the system or addressing issues such as untagged documents can contribute to improving the overall application.