Every time we (the Product Management team) kick off another release cycle I break out my binoculars and start looking for icebergs. What I mean is, in almost every release there will be at least one feature floating on top of the list that looks so simple, so obvious, yet under the surface lies the enormous base of an iceberg that ends up affecting almost every subsystem of the product. I love these “small” features because they’re the underdog features that don’t make the headlines but do make life easier for our customers on a daily basis.
Take our latest release, Bomgar 13.1, for example. The iceberg that I completely misidentified in the early planning stages is the new addition of Private Display Names for support reps.