## How Can a Well-Intentioned Feature Decrease Customer Satisfaction? A feature that disrupts or complicates the user’s primary task—such as completing a purchase—can frustrate users and reduce engagement, even if it adds new functionality. >[!metaphor] >Adding a well-intentioned feature at the wrong moment is like triggering a pop-up recipe video on your car’s dashboard while you're trying to parallel park. Sure, it’s helpful in another context, but right now it’s just distracting and stressful. </br> When features ignore the user’s primary task, they risk turning added value into added frustration. ## Works Consulted 1. [Why Customer Outcomes Matter](https://www.youtube.com/watch?v=rVeJMarPnUk) | Scrum.org | Accessed 26 Dec. 2024. ## Connections follows:: [[3.4 Delivering Features Does Not Guarantee Value]] topics:: [[Feature]], [[Customer Satisfaction]] ![[Footer]]