Our original plan was to focus on adding new features in Q3 (new assets, trading features, etc). But the growth has brought it’s own set of challenges. So we regrouped last week and decided this quarter it would be best to focus on the fundamentals.
What does this mean? It means operational excellence, scaling, and providing a better customer experience, including…
Rebuilding pieces of our backend
Focusing on uptime and reliability
Scaling customer support and providing faster response times
Improving the customer experience
Hiring and on-boarding a lot more people
Training more managers
We’ll measure these with a handful of metrics (net promoter score, apdex, recruiting funnel etc), create a clear owner for each, and review progress at every all hands meeting.
This industry is moving fast, and it’s tempting to continue adding more and more features at a breakneck pace. But we’ve become a core piece of infrastructure in this industry, and we need to scale with it as it grows. This solid foundation will allow digital currency to keep growing and help create the next wave of adoption.
I’m incredibly proud of the team, who have been working overtime to rise to this challenge. We’re looking to fill by the end of this year. After focusing on the fundamentals this quarter, we can resume a more balanced approach and continue adding new features in Q4.
About Brian Armstrong
Brian Armstrong is the Chief Executive Officer and Co-founder of Coinbase. As CEO, Brian is responsible for Coinbase’s consumer and institutional arms, which offer an entire suite of products that make accessing cryptocurrencies easy and secure, in addition to new products that operate at the frontiers of crypto and blockchain. Before co-founding Coinbase, Brian worked as a Software Engineer at Airbnb. He holds three degrees from Rice University: Bachelor’s of Computer Science, Bachelor’s of Economics, and a Master’s of Computer Science.