#136 – The Secret to Nubank's Product Development: Hugh Strange
Latitud Podcast
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Spotify's Chargeback Squad Model
We tried a couple of pretty interesting things. We got very attentive to call it like long tail bad experiences and really try to make sure that we were keeping those to a bare minimum. In some cases, created these rather ridiculous squads in the 30, 40, 50,. I think at one point our chargeback squad had maybe 150 people. Now you fast forward a little bit to today. It's not really viable to have everybody working on chargeback in one team. And so as a result, there's been some additional mechanisms that have been developed. A huge one obviously being we've created like a pretty substantial user research team.
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