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The metric is invalid on its own, and in Toggl's case, potentially disastrous. 5% use it? Who are they? What if a big chunk of those 5% are managers? What if th
by nknight 15y ago
The metric is invalid on its own, and in Toggl's case, potentially disastrous. 5% use it? Who are they? What if a big chunk of those 5% are managers? What if the 5% is concentrated in your biggest customers?
Without a lot of research and care, you could potentially lose more than 5% of users with such a move.
And what happens if they find another feature that only 5% use? And another?
"Rarely used" is not the same thing as "not essential".
- TomOfTTB 15y agoI don't understand why they wouldn't just level with their users. Explain to your users that each feature costs money to maintain and almost no one uses this paticular feature. Then ask those who use the feature... 1. If that feature is essential to them 2. if they'd be willing to pay a little more to keep it I find most people are very reasonable when you explain exactly what the problem is to them.
- marquis 15y agoCompletely agree. We've been in this position before and worked with users to find a solution where they paid a premium for us to offer support in a difficult environment.