A decade ago, two co-founders searched for a bug tracker that met their needs, only to find none existed with features they needed. They developed their own solution, realizing the key to success was simplicity. Through customer research, they identified four primary use cases and prioritized accordingly. Building from scratch allowed them to stay focused on what mattered most - their customers. By embracing simplicity, they avoided introducing unnecessary features and created a tool that meets the needs of its users. Their experience highlights the importance of keeping processes simple and following customer feedback when scaling a business.