A customer asked me to remove a feature. I did. Bookings went up

Klinika lets patients book physio appointments online. A clinic owner told me: "Please take away the option to choose the therapist. Patients all choose the same one and then complain she is full."

I thought it was the best feature we had. I made it a setting and turned it off for her clinic.

Her online bookings went up 22% in a month. I have since turned it off by default. Bookings are up 14% across 61 clinics.

I would never have found that in my analytics. It took a woman called Jitka telling me I was wrong.

Delete another one. This is my whole personality now but I am right.

Choice is a step. Removing the choice removed a step. It fits everything I see in onboarding data.

How did you hear it? Was that a support ticket, a call, or did you go there?

I was standing in her reception, fixing her printer, which is not my job. Half of what I know about my product I learned fixing printers.

I am a physio at one of Hana's clinics, which is how I ended up on this forum learning to code. Can confirm everyone picked Markéta. Markéta was exhausted.

Go where the customer is. Fix the printer. That's the whole method.