EOSP_Reflection_Customer feedback

Мы завершили разработку и тестирование второй серии экспериментов модели 9 июня и отправили результаты заказчику. Однако на протяжении следующих недель мы не получали никакой обратной связи по качеству модели, метрикам или предложенной архитектуре. Мы были вынуждены продолжать работу над интерфейсом вслепую, не зная, будет ли текущая версия модели принята или потребуются доработки.

Why this is critical

• If the customer had suddenly asked us to change the model — e.g., improve accuracy or add more categories — we would have had to pause interface development, treating the model as the top priority.

• This would have resulted in neither the model nor the interface being fully completed by the milestone.

• We made a deliberate decision to continue interface work despite lacking feedback to avoid idle time and maintain development pace.

• However, in real commercial projects, this level of uncertainty is unacceptable:

  • If no feedback is received within 2–3 working days,
  • and no deadline is specified in the contract,
  • the issue must be escalated, and the contract renegotiated to fix responsibilities and timelines.

• This avoids idle time for the team and ensures the customer shares responsibility for planning risks.

• Define a feedback SLA in the contract (e.g., 2–3 working days).

• Add a clause: “No response is considered approval”, if applicable.

• Clarify which track takes priority (model vs. UI) in case of late feedback.

• Design workflow to allow parallel progress using mock data, when waiting for model changes.

• Escalate delays via email and project manager if the customer is silent too long.