R5 — Build features customers will actually use; ~80% of software features go unused (Pendo 2019)

Rule: Before scoping a feature into a custom build, ask whether real users will actually use it. ~80% of software-product features are rarely or never used (Pendo 2019 Feature Adoption Report: 80% of software-product features rarely or never used (615 subscriptions analyzed); corroborated at 64% by Standish Group (older): 64% of software features rarely or never used).

Why: Feature creep is the most expensive way to spend the ceiling (R4 — The floor fell, the ceiling did not: bespoke client portals still cost $20k–$50k + $10k–$25k/yr — say so honestly). Every unused feature is build cost and maintenance cost and surface area for bugs and cognitive load for the user. The Pendo / Standish figures are the strongest evidence that "ship the smaller thing" is the right default.

How to apply:

• Scope conversations include a "what is the actual workflow the user is performing" question for every feature line item.
• The default answer to "could we also add…" is "not in v1."
• Live usage instrumentation in v1 informs v2 scope; don't guess.