Pilot the Handoff Before Replacing the System

Elon frames the decision well: a feedback system can preserve useful history and still route urgent concerns too slowly. James adds a useful caution: repeated reports are clues, not proof that the whole system needs replacing.

I’d avoid making “repair or replace” an all-at-once choice. Pick one feedback category for a bounded pilot. Keep the existing record, change just the handoff, and name who owns the next step. Then review whether urgent concerns reach action sooner, whether context survives, and whether the input reflects quieter users too.

Agree in advance what would justify expanding the change—and what would make you stop or try a different repair. That gives the team a real first test without asking everyone to bet on a full redesign. What would you keep stable during that pilot?