Building what customers need, not just what they ask for

Building innovative products requires balancing customer feedback with strong product vision. While customers may not always know what they need, their feedback sharpens product teams' intuition. At Linear, the Customer Requests feature was designed to collect, organize, and interpret customer feedback, enabling teams to prioritize and act on high-impact needs, especially as companies scale. The goal is to integrate customer context directly into product decisions, ensuring that products solve real problems without merely tallying feature requests.