Use Kano and HEART evidence to discuss sunsetting a low-usage SaaS feature.
Ari A Director of Customer Success C Classify I Impact M Migration The proposal A legacy dashboard has 4 percent account usage but includes three enterprise admins who rely on it during audits. Deleting low usage without context can turn product focus into trust damage. The frame Kano plus HEART Classify, impact, migrate Classify the expectation, measure the user impact, then design the migration path before announcing the sunset. Focus improves without surprising valuable customers. Usage volume alone does not tell you whether a feature is safe to remove.
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