When the product changes, the organization has to learn

Tue, 29 Sep 2026 00:00:00 +0000

A new capability is easy to describe as a feature. It can make a task faster, remove a step, or bring a previously difficult activity within reach. A product team can demonstrate the difference in an afternoon. The surrounding organization may take much longer to understand what that difference asks of it.

Consider a service that helps a customer make a complicated decision. Today, the customer might gather information, speak to a specialist, compare options, and return later. A new tool could bring those activities into one conversation. The interface becomes simpler. Behind that interface, questions about responsibility become more complicated.

Writing on Steven Chabot

When the product changes, the organization has to learn