One of the hardest challenges we face is building a product that works well for everyone, across the many different ways you use it day to day. We regularly hear requests for small variations of features we already offer, and almost every one of those requests makes perfect sense within a specific workflow.
From an engineering perspective, this is a difficult balance to strike. Supporting too many niche use cases can quickly overcomplicate the product, introduce technical debt, and slow down future development. But ignoring those needs means we are not truly serving the diversity of our users.
So how do we build something that is flexible, scalable, and genuinely useful without losing focus?
A New Way of Working
Towards the end of 2025, we began trialling different discovery techniques to help us better learn from and understand the pain points around the areas we were already working on. Rather than relying solely on assumptions, support tickets, or feature requests in isolation, we started spending more time directly with users to explore the underlying problems behind the work.
These discovery activities helped us build a clearer picture of real workflows, uncover problems we might otherwise have missed, and validate whether we were solving the right things before committing to delivery. It reduced wasted effort, improved alignment across the team, and gave us greater confidence that the solutions we were building would genuinely create value once they shipped.
Most importantly, good discovery helped us focus on outcomes rather than outputs. Instead of debating features, we were discussing problems, trade-offs, and opportunities. That shift led to better decisions, stronger collaboration between the team, and solutions that were simpler, more targeted, and easier to evolve over time.
In 2026, we are doubling down on this way of working.
Continuous discovery will no longer sit at the edges of our process. It will be central to how we plan, prioritise, and build. We want to keep learning faster, validating earlier, and staying closely connected to the people who use our product every day.
Why This Matters to You
Here is what this approach means for your experience:
- More relevant features
By validating problems before building solutions, we focus on work that genuinely addresses real needs, not feature checklists or internal assumptions.
- Greater transparency
We will share more about what we are exploring, what we are building, and why we have made certain decisions, so you are never left guessing.
- A real voice in the roadmap
When you join interviews, test prototypes, or share feedback, you are directly shaping our opportunity tree, which is the single source of truth for what we prioritise next. This is not lip service. Your insights drive our decisions.
Join Us on This Journey
This approach only works if we build it with you.
We rely on your honesty, your time, and your willingness to engage, whether that is joining interviews, testing early prototypes, or sharing detailed feedback when something does not work.
If you would like to be more involved:
- Watch for interview invitations, we are always keen to talk
- Join our beta programs to test new ideas early
- Share detailed feedback when something falls short
- Tell us about your workflows and challenges, even if you are unsure there is a solution
This is about building better, together. Not just building faster or shipping more, but building the right things in the right way.
Here is to a year of collaboration, discovery, and delivering solutions that genuinely make your work better.
Have questions about how we approach product development, or want to take part in upcoming discovery work? Reach out to the team, we would love to hear from you.