Your team are your users too

They should be given a similar level of attention as your external users.

Your team is a specific kind of user

As your marketplace grows, so will your team. In particular, the operations team that handles customer support, merchant relations and fulfillment teams are likely to grow at the same pace as your orders.

They eventually become the key users of the system.

So, you must treat them as such

Therefore, you must give them adequate attention. They must have a similar level of product development as your external users.

You must work directly with them to truly understand what issues they’re facing.

Their efficiency directly impacts your operational efficiency.

They’re also the ones talking to customers the most. As a result, they have a finger on the pulse that makes their feedback matter. You should provide them with the framework and the training to easily suggest product changes that affect your end users.

Related Lessons

• Separate the trackers for admins
  That way main user data won't be polluted, but you'll still have a window into what the admins are doing.

Further reading

• Sprint: How to Solve Big Problems and Test New Ideas in Just Five Days by Jake Knapp
  A way to solve problems through prototyping often well suited to working within your team since you'd have unlimited access to their feedback

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