<aside> 📌 Herald helps product and customer teams work together to paint a full picture of user problems. 🙌

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<aside> 🔑 This question is part of Herald: Frequently Asked Questions. Have a question that's not answered there? Our bad, give us a chance to answer your question: we're only an e-mail away: [email protected].

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Should topics be broad or specific?

• For topics that map to product improvements, our suggestion is that a topic should be scoped to the "smallest unit of change" that can be delivered to users. However, it is hard to scope a topic when one is just learning of a new customer problem. Don't sweat the scope too much—a topic may start overly broad and then gradually contract in scope as your team gets a better understanding of the customer concern. Herald makes it a breeze to move quotes from one topic to another.

<aside> 👉 If a customer is requesting product improvements, get your team to inquire deeper to better understand the underlying customer problem. For instance, "User wants an integration with Gmail" is an okay topic description, but "User wants to enter data directly from their Gmail Inbox" is better topic because: (1) it helps your team empathize with the customer problem; and (2) it may actually help your team scope a smaller, quicker solution to the problem.

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• For topics that don't map to product work, i.e., customer testimonials about product benefit: the topics here will typically be broad in nature, for example, "customers love the UX of our product".