How does Hotjar prioritize new feature requests versus bugs and issues?
a) We always prioritize frequently requested features.
Addressing requests that are frequently mentioned improves Hotjar for a much larger user base and increases the product’s value in the long-term. It also tells our customers that we listen to their feedback. When determining what features to prioritize, we also spend some time discussing their complexity. If a feature is highly requested but extremely complex, we split it into smaller stories and prioritize those based on what users requested.
b) Bugs and issues are only given top priority if they are critical or blockers.
These are issues that need to be addressed immediately because they threaten to compromise data integrity and the safety or stability of the app for a broad cross-section of users. When bugs cannot be reproduced by our team of engineers, they are considered edge cases and usually occur for specific users due to very unique conditions we cannot identify after a brief investigation. These are added to our bugs backlog and revisited only when they are encountered multiple times.
c) We make time for quick wins.
We allow a few hours every week to address a number of bugs in each iteration. The most common ones are tackled first followed by those that offer quick wins. In addition, when deploying new features, we typically also accommodate time for bugs which arise soon after a deployment that might have been overlooked.
We feel it is important to let our customers know when their bug will be tackled, even if that means telling them that they will need to wait 3 months. We’ve found repeatedly that most customers understand issues and limitations. Customers might be disappointed but are more likely to respect us for being completely honest with them. It is crucial to invest in developing a responsive customer success team which communicates not only product releases and victories but also changes, limitations and timelines - especially if there are delays.