The Hero Role
- Each month one person on each product team becomes the "Hero." Their primary responsibilities are to communicate with their support team and take care of smaller improvements.
- The Hero should be able to focus entirely on their support duties. They're not assigned to any other product development work during that month.
- Being attentive to the support team and users means the Hero is unlikely to block off 4 hours or more of deep work, but it will enable everyone else on the team to do so.
- Being so close to user's requests and feedback gives the Hero a unique perspective into their problems and struggles.
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