Sachin Kansal: recommendation

Transcript context

…These are great tips. I know you can check your actual rating now on the Uber app as a passenger and so it's not 5.0 for most people including myself, so this is good to know what might've caused that. Oh, man. Okay. One other just that I want to follow here is you spending so much time on the experience implies that that is a huge lever for growth and retention and long-term success. A lot of people in growth and product don't see it that way. They focus on what's a metric we can drive, what's a conversion opportunity here? They're not just like, how do we just make this experience better? Can you just talk about that insight of just why you believe just making that experience better so important? I think it's not an or, it's an and. I do think that obsessing over your metrics, especially when it's funnel metrics and understanding all the points of friction, numbers do tell the story. So I think you do need to have the experience points whether they are observed anecdotally or they come through some other means as well as understanding the points of friction because of drop off in your conversion funnel, they're very important. But you can't just have that. Because if... I mean, you're talking about end users, if it becomes just a mathematical exercise, I don't think that is enough, because as I mentioned, what they're actually feeling in the moment is something that numbers will never show. And numbers will not bring the level of intensity that emotions will bring. Now the question is, do you have a culture that allows coexistence of both? Does it allow a coexistence of you bringing emotion as well as the numbers? And that's what I am trying to create every day. Our leadership team is trying to create every day, the product team, the engineering team is trying to create every day. I think we have done a good job of having a coexistence of those two in the company. Okay. And then, so how do you operationalize this and make this a part of the culture at the company? Clearly, part of it is modeling it and just doing a lot of it yourself. What else do you do to help product people build this empathy and dogfood as much as you do or just some extent?…

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