Jess

I launched Zoom today, and I was dismayed to see they've added a mail feature. This is a classic example of kitchen-sink product development, and it's not a good thing. First, I find it hard to believe that their customers were saying "I'll stop using Zoom today unless you add a mail feature." Building a feature that nobody wants is a colossal waste of money--a gift that keeps on giving since you have to maintain it, deal with the additional complexity in the system, &c. Once the product loses focus, it's all to easy to waste money working on other features nobody wants. The main problem, however, is opportunity cost. I, as a teacher/customer, have told them "I hate the break-out room implementation so much that I've moved to a different platform when I teach classes." While they waste time on a feature nobody wants, they are not working on things that people _do_ want. The cost of _not_ improving the product in important ways is huge.