Nickey Skarstad: recommendation

Transcript context

…I know Brian is infamous for texting the team anytime anything isn't working right in the product. And I know he was very intimately involved in experiences. Is that something you've learned to do just to kind of like, "Hey team, I found a big problem. Let's fix it." Or do you try to avoid that and not create that stress? I mean I think sometimes that can be a healthy stress if you do it in the right way. The nice thing I think is just making autonomous teams that feel like it is their goal to bring that quality experience to life can help you avoid some of that. But I do think that pushing teams to use the product so they firsthand experience when it is not great is a really good way to give teams sort of the motivation to act on fixing things like that. But I don't know that I text people, but I'm on Slack all the time. So if anything, I'm going to Slack you. Great. Okay. Maybe one more question on this topic because it's so interesting. So on experiences you measured, I imagine, percentage of trips that were five star. Are there other quality metrics that you've used at other companies that you found helpful for keeping track of product quality and maintaining product quality?…

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