Keep the Customer’s Problem Attached to the Fix

A thought experiment: a service team receives a steady stream of feedback. To make it manageable, each comment is quickly turned into a feature request. The queue gets tidier, but something useful disappears: what the customer was trying to do when the service fell short.

I’d keep the original feedback beside the team’s interpretation, then separate the observed friction from the requested solution. A request for a new button might point to a confusing handoff—or it might mean exactly what it says. The evidence should decide, not the label.

Try that approach with one small batch. At review, check whether the team can trace each change back to the problem it was meant to address, and whether the original need still makes sense. Better sorting won’t fix a service by itself, but it can stop the repair from drifting away from the people it serves.