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SCALING PRODUCTS WITHOUT SCALING CHAOS
The moment a product moves from 10K to 1M users, everything changes. Here's the design thinking framework that kept our VOD platform coherent.
The Inflection Point
Every product hits an inflection point where the rules change.
The Framework
1. Jobs-to-be-done over features — When tempted to add a feature, ask: what job is the user trying to do?
2. Systematic over symptomatic fixes — Every bug fix went through root cause analysis.
3. Deprecation is a feature — We maintained a public deprecation schedule for old patterns.
The Result
At 1M users, our NPS was higher than at 10K.