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Update to How to Engage with Product Management handbook page

Becka Lippert requested to merge beckalippert-master-patch-13906 into master

Why is this change being made?

Product managers and UX designers start with identifying the problem we're trying to solve, and then come up with potential solutions from there. The problem is that our guidance for TAMs is to relay a customer's request, without identifying the problem first. Customers may be requesting a solution that is out of line with other customer requests, our roadmap, our resources, or only solves a particular part of the problem or only for them. By helping us identify the problems, we can collaboratively think about various ways to solve it considering other customer problems, our roadmap, our resources, and so forth. We can't scalably design and build out a product to solve each customer's proposed solutions; what we can and should do instead is get ahead of these requests by identifying and addressing problems more holistically.

This UX article goes into more detail: https://uxdesign.cc/wanting-a-faster-horse-doesnt-mean-the-customer-is-wrong-90b1bed8b7e

Author Checklist

  • Provided a concise title for the MR
  • Added a description to this MR explaining the reasons for the proposed change, per say-why-not-just-what
    • Copy/paste the Slack conversation to document it for later, or upload screenshots. Verify that no confidential data is added.
  • Assign reviewers for this change to the correct DRI(s)
    • If the DRI for the page/s being updated isn’t immediately clear, then assign it to one of the people listed in the "Maintained by" section in on the page being edited.
    • If your manager does not have merge rights, please ask someone to merge it AFTER it has been approved by your manager in #mr-buddies.
  • If the changes affect team members, or warrant an announcement in another way, please consider posting an update in #whats-happening-at-gitlab linking to this MR.
    • If this is a change that directly impacts the majority of global team members, it should be a candidate for #company-fyi. Please work with internal communications and check the handbook for examples.
Edited by Becka Lippert

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