I agree in principle, but I am struggling on how you could quantifiably evaluate the contentiousness of a change. No feature will ever get 100% consensus. 30% does not seem great, but is it meaningfully different from 20%?
Even better if you have mixed incentives: sales wants any and all dark patterns enabled, customer support is sick of issuing refunds because the cart auto adds extended warranty to the purchase, etc
I smiled in the article when they claimed that removing the calculator might be better for users because more sales are completed. Ignoring that maybe the users were getting the appropriate amount of sticker shock, and bailing was the correct choice.
> No feature will ever get 100% consensus. 30% does not seem great, but is it meaningfully different from 20%?
Nobody is saying a feature should be automatically removed when it has 30 % detractors, just that it is a useful signal to investigate further.
The specific % threshold doesn't matter. Pick one that makes you chase false positives rarely enough. The exact number will vary from organisation to organisation.
Even better if you have mixed incentives: sales wants any and all dark patterns enabled, customer support is sick of issuing refunds because the cart auto adds extended warranty to the purchase, etc
I smiled in the article when they claimed that removing the calculator might be better for users because more sales are completed. Ignoring that maybe the users were getting the appropriate amount of sticker shock, and bailing was the correct choice.