What makes a good request?

A good request encompasses two things:

  1. The problem statement - what problem are you trying to solve?
  2. The use case - who is the user? Why do they need this? What region/market does this affect?


  • As a [product] customer, I need to submit requests to technical support in a simple, intuitive way, with a minimum number of clicks or other unnecessary steps.

A bad request will:

  1. Be prescriptive about a solution, but not tell the product team what problem the solution solves
  2. Be vague about customer use case or workflow


  • Our customer wants a big red ‘Submit Support Ticket’ button in the top right corner of our web app.
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