Convincing your team that words matter

I think copy is an intricate part of product design. Getting everything else right, and product copy wrong would still be a disaster. But in most organizations, product copy falls through the cracks. It’s the last thing anyone worries about, and it isn’t seen as something that influences user experience. When not well thought-out, unclear copy doesn’t just make your product look unprofessional, but also frustrates and annoys users.

The hardest thing to do is convincing designers and engineers – the entire product team that words matter. The best way to go about it is to show, and not tell. When we got on calls talking to Freshdesk users, we realized many of them were confused by something we thought was very simple to understand.

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You cannot scale without documentation

If you’re building a business that grows like crazy, documentation should be a culture trait you should promote and look for in the people you hire. I realized this when we worked on a major revamp of Freshdesk’s product interface in 2017.

The team worked hard for close to a year on this project, and we thought we had a great launch in 2017, but soon discovered hundreds of features that we missed out. Our very own customer support team had to tell us about features that were part of the older interface, and we scrambled to build them later. A lot of times, we learned about product behaviour only after our customers told us about how much they missed them in the newer interface.

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