Customer ObsessionCustomer obsession is one of my favorite leadership principles by Jeff Bezos at Amazon. It reads — “Leaders start with the customer and…Dec 7, 2016Dec 7, 2016
Building Products The Amazon WayProducts That Count is one of my favorite meet ups in San Francisco, where over 300 product managers and designers meet every month at the…Jun 26, 20161Jun 26, 20161
If the user must decide, then reduce the number of decisions to 1Most transactional products and services require the customer to make decisions. The number of decisions that a customer needs to make to…Apr 11, 2016Apr 11, 2016
Manifesto 2016Sophie-Charlotte Moatti and Joe Robinson were kind enough to invite me to give the closing keynote talk at my favorite product conference —…Apr 1, 20161Apr 1, 20161
I bought my car on an iPhone app #reducefrictionBuying a car has become dramatically simpler than it used to be a few years ago. I recently bought a car on my iPhone via Beepi’s iPhone…Mar 29, 20161Mar 29, 20161
Nobody loves going to a pharmacy #reducefrictionAs a student of “friction”, I often jot down my observations of friction points in day to day experiences in my Moleskine. I’m…Mar 21, 20166Mar 21, 20166
Finite state models of a customer’s behaviorProduct experiences that map existing human behavior are often successful, as customers do not need to change behavior to be able to use…Oct 16, 20151Oct 16, 20151
Published inUX CollectiveAwesome products address the most common curiosity of usersAwesome products raise the bar of customer experience by addressing the most common curiosities of their users. Not to be confused with the…Oct 12, 2015Oct 12, 2015
How to delight users?Awesome products are useful, usable and delightful (in that order). While delight is the third order bit, it often ends up being the…Oct 8, 2015Oct 8, 2015