"I am a realist and know that in the software world, user requirements routinely change. But, if I noticed the changes were out of line, I'd first look at our internal processes to see where we can improve. If a requirement document needed updating, I would work with my engineering team to ensure that was done. Then, I would pick up the phone to speak with our customer who put through the request to get firsthand knowledge about the situation. In my experience, this is the best way to ensure that user requirements changes are effective on the first try."

"I was recently in a similar situation. My first step was to document all email communication surrounding the changes up to that point. By getting all the conversations in one spot, I was able to document all of our known requirement changes and send them to the key decision-maker from the customer to both sign off on and prioritize the changes we were to be making in the near future. This allowed the customer to provide direct feedback and feel a part of the direct process while outlining our priorities moving forward."

Klarna's 8 leadership principles are integral to their innovative culture and identity. They state that they steer the actions of all their employees and guide their growth. One of those principles is to challenge the status quo: "Leaders never miss an opportunity to disrupt the industry. They challenge the status quo, confront their customer's problems and find simple solutions, fast. They experiment and chase their curiosity by testing and adapting their ideas. Leaders embrace change, iterate, and innovate."