7 Decision traps of effective customer listening

8 02 2010

I’m continually fascinated at how good product design & development can come down to basic psychology. I’ve previously written about how to use Kahneman and Tversky’s prospect theory for product design by understanding consumer decision biases. However, customers and developers alike can fall in to the same “decision traps”, as my friend and former business partner Professor J. Edward Russo, would put it.

Here we’ll look at some of these common decision traps, and how they can become roadblocks to qualitative customer research, on the road to finding product/market fit.
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Three phrases that drive entrepreneurs nuts

31 01 2010

When you’re deep in the trenches, these are often heard phrases, which if you don’t take with a little humor, can drive you nuts:

  1. “Why don’t you just…” This also crops up under variations such as: “What you need to do is…”. To me, this one implies that you aren’t doing something obvious, and that obvious thing is simple to execute. This phrase is most uttered by current MBAs who just read a case study, or management consultants.
  2. “That was my [friend/aunt/cousin's] idea…” Now I don’t mean this as they actually started a business, more that they had a tangentially related idea in the shower, or over beers, and never did anything with it….Kind of like how I “thought of” LinkedIn in 2001.
  3. “Since you work for yourself, can’t you take today off?” Uttered by those who don’t understand your internal sense of urgency driven both internally (your desire to change the world), or externally (customers, competitors, or distaste of Ramen noodles).

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Necessary feature for today’s tablets: simple, cross-device copy & paste

28 01 2010

I too am underwhelmed by yesterday’s iPad launch, and found it neither “magical”, nor “revolutionary”. I really hoped that leveraging the tablet form factor would actually solve a real problem for me. To me the tablet is begging for a pen-and-paper augmentation application suite…although I’m sure as I’m typing this someone has already developed an “app for that”.

What I want
With that application comes my needed, enabling feature: simple, cross-device cut & paste. That is, to take a hand drawn sketch from the tablet and seamlessly “beam it” over to a laptop or mobile device and have it ready for use immediately, just like you can across applications on a single platform.

What I don’t want
What I don’t want is to take a picture –> send it to a holding application –> pull it down on the other device –> insert it where I want. There are tools like Evernote and Dropbox for that. Nor am I relying on the long-held promise of “Pen Computing” where I have to add another expensive device to the mix.
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The Engineer’s Paradox

26 01 2010

When wrestling with finding Product Market fit, via a Minimum Viable Product, (MVP), I constantly find myself referring to an issue I call the Engineer’s Paradox:

Engineers want to build for adoption, that is a carefully designed system that accommodates user adoption with the requisite features and performance they require, or else they will risk losing customers. Yet, to truly understand what users want, and how they will use the system, one needs to release a “suboptimal” product in order to gain customer feedback.

So, if you release junk early, no one will ever want what you build, but if you release a fully operational system too late, it may not conform to what user’s want. So, let’s see how we can find a happy medium…
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5 Tips for Building Great Products, for non-product start-up executives

20 01 2010

I gave this talk last week to the members of the TiE Leadership Program, aimed at helping to frame what it takes to develop a product organization — aimed at an audience of non-product start-up execs, and existing / aspiring start-up CEOs. Take a look at the slides for the specific “tips”, but here’s a brief summary of the areas I covered, along with specific references I made to concepts, ideas, books, and people that I have learned a lot from along the way.
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Why a good product manager is like Avatar’s Jake Sully

7 01 2010

I recently came across the blog of a former classmate, Gummi Hafsteinsson. While always insightful, Gummi’s post, entitled “What makes a good product manager for software development?” is particularly noteworthy.

Gummi’s keys to excellent product management
In his post Gummi argues that to be successful, one needs the following core traits:

  • Deep technical understanding
  • Speed of execution and juggling skills
  • Obsessive enthusiasm about the product experience

While I wholeheartedly agree with Gummi (and I would highly encourage you to read his post to fully understand his perspective), here’s another way to think about what it takes to be a great PM…

My take: Be like Jake

Yes, shamelessly capitalizing on Avatar’s popularity, I think the core traits a good software product manager needs are well embodied by Sam Worthington’s character in Avatar: Jake Sully. These are simply:

  • Brains
  • Guts
  • Charisma
  • Character

Here’s how good product managers use each of these.
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Decade in Review Infographic

3 01 2010

In taking a final look back at the decade, I came across this fun retrospective infographic that ran in the Opinion section of the New York Times. The piece, entitled “Picturing the Past 10 Years”, was developed by Phillip Niemeyer, of Double Triple design.

Niemeyer, whether consciously or unconsciously, conforms very well to the principles outlined in Dr. Andrew Abela’s Book: Advanced Presentations by Design. Particularly his method for choosing the right type of chart.

Enjoy!

Source: http://www.nytimes.com/interactive/2009/12/27/opinion/28opchart.html





Startup Tip: Celebrate the small stuff

31 12 2009

1993 World Series Walk Off VictoryAs the year, and decade, come to a close, it’s time to reflect and to celebrate some of your accomplishments.

There’s no such thing as unequivocal success in a start-up
Too often in start-up life there is the elusive ideal that you will have those “unequivocal successes” to celebrate. The truth is, those never happen. Too often things move in such a way that there is never a natural moment to stop, take a breath, and soak in what you’ve done.

For instance, suppose you’re working on a big deal with a major strategic partner or sales agreement, when is the right time to pop the champagne? After you reach verbal commitment, you’re probably embroiled with lawyers, terms, and conditions, knowing that things could change with any moment. When the signature finally does come, you’re waiting already for a ong time, and have moved onto the next pressing matter of implementation or transition such that actually receiving it seems trivial when contrasted with what lies ahead. So, there really isn’t such a time where you can have that feeling of “unequivocal success” — it may happen in movies and sports, but not in a start-up, so you have to make those moments happen by celebrating the little victories.

Raise a glass to what you have accomplished so far
So many times, you don’t know when the next big thing is going to come, you’ve been working your tail off so the only way to celebrate your success is to take a pause and look back on what you’ve accomplished. It could be getting your product to market, reaching a sales milestone you didn’t expect but somewhere along the way, I’m sure you’ve made more progress than you thought, in a lot of areas.

So this evening, raise a glass and look back on 2009 (and even the previous decade) and celebrate your hard work and accomplishments, whatever they may be…knowing bigger things are yet to come.

Happy New Year to all.





Will RIM be this decade’s Nortel? Why they should be scared of how to stay relevant

29 12 2009

Being back in Canada for the holidays, has me a little nostalgic – recalling my days at Waterloo, and since watching the meteoric rise of RIM in the past decade, along with Nortel’s precipitous fall from grace. Watching the new wave of mobile devices (formerly known as “smartphones”) and related consumer behavior patterns emerge, it got me thinking about what lies in store for RIM in this upcoming decade, and I’ve come to the realization that RIM may be on it’s way to become this new decade’s Canadian poster child as a high-tech also-ran.
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Ideas aren’t inventions…and inventions aren’t businesses

1 12 2009

startrek-transporterThis past weekend, I finally watched the latest Star Trek movie (quite entertaining). In reconnecting with the franchise, it reminded me how innovative Gene Roddenberry (and his writers) were in developing some remarkable ideas, like the Transporter.

But despite the “genius” of Roddenberry’s ideas, it’s a stark reminder that ideas aren’t inventions; meaning just because you’ve thought of something doesn’t make it your invention. Last time I checked, Gene doesn’t have a patent on the Transporter, the Replicator, the Warp Drive, or any other Star Trek created idea. Turning ideas into reality is hard, and that’s where the true genius is – let’s not forget the words of Thomas Edison:

“Genius is one percent inspiration, ninety-nine percent perspiration.”

Here we’ll explore the requirements for an “invention”, and the stages for successful commercialization.
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