Nesrine Changuel: evaluation

Transcript context

…Okay, this is our mutual goal. We have aligned KPIs. Okay, so let me start with just this broad question and let's just see where this goes. What is your best pitch for why a product team with limited resources, constant fires, lots of priorities should spend time on delight and delightful features? Every time I talk about the light, whether in a conference or a workshop, I always start with this very simple question. What is your favorite product? I mean, what I love about it is the range and the variety of answer I usually get. Like some people would choose products for the productivity you get and other may choose product because they feel joy or comfort with it without even knowing how to explain that. And that's even more exciting because we connect with products at different levels. We might connect with products for the functionality part or we might connect with product because it fulfills certain emotionally that we were not even aware of. And so the best product deeply emotionally connect with users. And that's the essence of the light. So the light is actually this ability to create products that serve for both emotional lead and functional lead. And the hard truth is that even functioning product, very well-functioning product may tend or still experience some trouble or issue, getting tractions and growth and... and the success that is hoped for if they do not allow users to feel certain emotions. So let's take Spotify, for example. Users do have plenty of options to stream music, but features like Wrapped or mood-based recommendation or like the Discover Weekly allow users to be seen and heard and even connected. So that's why like the light is not about sprinkling joy on top of your utility. It's about creating an experience where emotion is completely on the heart of the experience. So let's be clear. The light is not a luxury nowadays, and more nowadays because the market is so crowded, it's even a differentiator. It's a strategy that we can adopt in order to grow our business, gain in loyalty, in word of mouth, in growth, and even in revenue. I think about as you talk, I've had some feelings recently like this, actually. I never check Instagram anymore. And my wife, I was talking to my wife about it because she checks it off. And I was just like, I just don't feel good when I open it. It doesn't feel nice. And so I just don't ever go there. And so she sends me all these DMs and things in there. I'm just like, I didn't never, nothing you send me in Instagram, I will even see. And that actually is a recent example of just like, yeah, the feeling of the product makes me not use it anymore. So I know exactly what you mean. I also think about linear, which is like their whole thing initially was we're just going to make the most amazing product basically task management system. And on the surface, you'd be like, that is not going to work. There's like Jira and Asana and Monday and all these guys. You're not going to win just making it awesome. And they are winning. They're doing super well because they are so thoughtful about every part of the experience. And you could say it's very delightful. So I totally hear what you're saying. When you talk about delightful features, adding a delightful feature, what's a good way to understand what's a delightful feature, making it delightful?…

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