Slowly, Then Suddenly: How Products Fail (2022)

Yesterday Twitter broke for several hours: Links weren’t working, images disappeared, and TweetDeck went down. Twitter has been a pervasive part of our world for many years, almost in spite of itself. But the product is now fraying—will a drop in users follow? So far, the answer seems to be no. We’re all still tweeting despite the service interruptions. But there’s reason to believe that might not go on forever. This seemed like a good time to resurface one of our favorite posts from last year: Breaching the Trust Thermocline Is the Biggest Hidden Risk in Business.In it, Gareth Edwards argues that you can degrade the experience of successful consumer products for some period of time without seeing any corresponding drop in growth or retention rate.

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Excerpt limited to ~120 words for fair-use compliance. The full article is at Every.