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I think your next step here should be focusing on the improvement of the current features. If you have already discovered that "most calls point to issues that could be solved by improving current features, rather than introducing new ones," then adding new features doesn't make much sense here from a UX standpoint. Instead of wasting your, designers, and ...


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Without really knowing any of the information that you have on hand, I can suggest some basic strategies that you can consider for feature prioritization, which you can combine to create a weighted feature list that should suit your purpose. For each of the categories listed there are a number of different ways in which you can score the features (old or new)...


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You've answered your own question here (although, ahem, you might want to rephrase it into a question). User research shows that the priority is improving features you already have. Prioritise that before adding another feature. At the heart of great UX is a long, fiddly, detailed, often boring, Continuous Improvement Process


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Some believe that the best way to determine what should be built is to observe users in the wild before deciding on features. Watch them as they do their work, without directing them. What tasks do they perform most often? Which ones give the most trouble? What do they never do? Discovering these patterns should provide some obvious directions for what ...


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In my opinion the study on the CSR you did is a good starting point. If you have the chance to interview the users, try to understand why do they needs those features, which additional features they could want or imagine.



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