Everyone has an opinion!!

Everyone in an organization, especially in a consumer product development company, has an opinion on what new features should be implemented in the next update to the product. When given an opportunity people come up with all kinds of weird asks with the punch line ‘that’ll be cool‘.

Right to opinion3Okay, it’ll be cool to them and may appear great with its face-value, but may not be appropriate to the targeted market segment and may even go in the direction of derailing the product strategy. It is true that everyone has the right to provide feedback and have opinions but that does not mean every opinion will be correct and will add value to the product.

So who decides what matters the most — and how to justify the same. Winnowing out opinions from true ‘stories & facts’ and justifying the same with a great deal of detailed explanations and debates is an ongoing challenge product managers live with.

When everyone has an opinion and if Product Managers go towards the direction of ‘data’ and ‘market trends’ to look for usage patterns and market direction, where will innovative ideas come from? In my opinion, looking at data is more of a reactive approach, but what can companies do to be more proactive and innovative? How do organizations ‘innovate’; what should be the organizational culture to inculcate innovation?…

Would love to hear your experiences and thoughts.

Experience is king!!

After moving from B2B to B2C space, I’ve realized that ‘Customer Experience ‘ (aka Experience) is of tantamount significance in the consumer market. In the B2B market, solving customers’ problems was the key — experience was definitely not in the driver’s seat, at least in my experience.

cust_experience2Let’s take a look at what contributes to customer experience. With what I’ve learned so far, everything about a product can be considered to be having an experience ‘angle’ and contributes to the overall experience. Every customer touch-point with the¬†product contributes to experience. It starts from:

  • How people get awareness about a product
  • What kind of a first-impression that gets set in people’s minds
  • How easy it is for people to learn more about the product
  • What do people perceive is the value of the product
  • What do people think about the price of the product
  • How easy it it to purchase the product
  • How easy it is to get access to product information
  • How easy it is for people to start setting up the product
  • How simple is the product design so users feel ‘self sufficient’ in using it
  • How easy it is (or who to contact) to find answers to questions about the product
  • How easy it is (or who to contact) to find solutions to problems
  • How easy it is to provide feedback about the product
  • How easily are people able to know when will be the next version of the product
  • How simple it is to get rid of the product:-)

To summarize, customer experience is all about the what’s, how’s, when’s, and the who’s of the product.

Would love to hear if you have anything more and specific from your experience!!