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support-driven development

Contributor(s): Laura Fitzgibbons

Support-driven development is a strategy used by developers to create products that fit the needs of customers by designing them based on direct customer feedback. When applying support-driven development, customer response is used to learn how products are being used or received, what issues consumers are facing, which aspects of the product are most successful and what the target audience is. Other related types of product development approaches include test-driven (TDD), behavior-driven (BDD), model-driven (MDD) and agile-driven.

Implementing this approach means asking product developers to work with support or IT operations professionals to learn what kind of problems most customers are having, or what products and services would better fit their needs. By reaching out to users and receiving real-time feedback, products can be updated to better serve their audience through new releases and improved versions. This process involves bringing support and IT teams into discussions that traditionally only included developers, managers, and other groups responsible for creating a product, thus creating a sense of accountability and responsibility throughout the entire organization.

This was last updated in November 2018

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