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I got a message from a user last week that started with the words "I know this is not a normal request." They wanted to use my product for something completely outside its intended purpose. Not a bug, not a feature request, just a different problem that my tool happened to solve.
I almost replied with the polite version of no. Instead I asked why. And their answer described a whole category of people I had never considered, with a need I had never designed for.
I have over a thousand users. I couldn't describe them to you if you asked.
They're not one kind of person. They come from different industries, different sized companies, different jobs. Some use it daily, some forgot they signed up. There's no pattern I can find.
