products
Eating your own dog food
To anticipate all the uses and abuses
To read things that are not yet on the page
To love deeply a world of things
Product owner vs. product manager
Ensuring Excellence
The other way to build a massive tech company - doing it slowly
Framing vs. Shaping
The Nature of Product
An Article by Marty CaganToo many product managers and product designers want to spend all their time in problem discovery, and not get their hands dirty in solution discovery – the whole nonsense of “product managers are responsible for the what and not the how.”
Why Scrum is killing your product
An Article by Henry LathamWhat happens to user experience in a minimum viable product?
An Article by Ryan Singer"Feature complexity is like surface area and quality of execution is like height. I want a base level of quality execution across all features. Whenever I commit to building or expanding a feature, I'm committing to a baseline of effort on the user experience."
There’s a distinction to make: The set of features you choose to build is one thing. The level you choose to execute at is another. You can decide whether or not to include a feature like ‘reset password’. But if you decide to do it, you should live up to a basic standard of execution on the experience side.
Features can be different sizes with more or less complexity, but quality of experience should be constant across all features. That constant quality of experience is what gives your customers trust. It demonstrates to them that whatever you build, you build well.
Research, empathy, simplicity, speed
An Article by Matthew StrömAs Nosrat provides a simple list of essential ingredients for any great meal, can we describe a simple list of essential components for digital products?
Here are four elements that I believe are the foundation of great digital products: Research, Empathy, Simplicity and Speed.
August short No. 2: Glass
An Article by Riccardo MoriGlass looks and feels perfectly tailored to my photo sharing needs and expectations. For me it’s even better than pre-Facebook Instagram in the sense that it pushes me to select and share what I think are good photos (same as it happens with Flickr), rather than making me obsess with getting ‘the Instagram shot’ at all costs every day or multiple times in a day. It doesn’t cheapen photography like Instagram has done for years.
That’s why I hope Glass’s founders/developers will resist feature creep. Resist user objections like: I don’t think Glass is offering that much for the subscription price they’re asking. There are a lot of people who will gladly pay for having a cleaner, simpler, focused experience.
Apps Getting Worse
An Article by Tim BrayToo often, a popular consumer app unexpectedly gets worse: Some combination of harder to use, missing features, and slower. At a time in history where software is significantly eating the world, this is nonsensical. It’s also damaging to the lives of the people who depend on these products.
...Maybe we ought to start promoting PMs who are willing to stand pat for an occasional release or three. Maybe we ought to fire all the consumer-product PMs. Maybe we ought to start including realistic customer-retraining-cost estimates in our product planning process.
We need to stop breaking the software people use. Everyone deserves better.
The Hot Potato Process
An Article by Dan MallThe big misconception I’ve seen designers and developers often fall victim to is believing that handoff goes one way. Designers hand off comps to developers and think their work is done. That puts a lot of pressure on the designer to get everything perfect in one pass.
Instead, great collaboration follows what Brad Frost and I call “The Hot Potato Process,” where ideas are passed quickly back and forth from designer to developer and back to designer then back to developer for the entirety of a product creation cycle.
Signing party
An ArticleSince the Macintosh team were artists, it was only appropriate that we sign our work. Steve came up with the awesome idea of having each team member's signature engraved on the hard tool that molded the plastic case, so our signatures would appear inside the case of every Mac that rolled off the production line. Most customers would never see them, since you needed a special tool to look inside, but we would take pride in knowing that our names were in there, even if no one else knew.
Software that nobody wants
An Article by Gandalf HudlowFinding value is the result of enabling individual and group-level discovery attempts. It's not the result of everyone following one leader's gut.
What just happened is a new software product/feature was created that no customer wanted. This happens way too often. In fact, most hyper important software projects that must be done by date certain or else, have deep flaws that cause some variation of this phenomenon, flaws that include:
- Not wanted - Company specified a solution to a problem that customers don't actually have
- No Rarity - Company is pursuing an iKnockoff of existing products. The market already has two scaled competitors with working solutions, customers naturally spend budget on products that are already successful to avoid risk
- Incorrect Packaging - Customers need a website, but the company created an iOS app instead
- Incorrect Pricing - Customers need SaaS pricing, but the company created a shrink wrapped, on-premise solution with CapEx and maintenance agreements instead
Don't Serve Burnt Pizza
A Fragment by Jiaona ZhangSay you’re trying to test whether people like pizza. If you serve them burnt pizza, you’re not getting feedback on whether they like pizza. You only know that they don’t like burnt pizza. Similarly, when you’re only relying on the MVP, the fastest and cheapest functional prototype, you risk not actually testing your product, but rather a poor or flawed version of it.
Broken world thinking
A Fragment by Amanda MenkingConsider, for example, how “broken world thinking” can benefit product design. What if the person (or team) who invented a new technology collaborated with the person (or team) who would one day repair the same technology? What if the innovation stakeholders and the infrastructure stakeholders collaborated closely with the end users? What if every new product designed by a technology company was designed in such as way as to factor in what happens to the product after planned obsolescence?
Putting Thought Into Things
An Essay by Oliver ReichensteinBuilding structure requires serious listening, serious reflection, and serious imagination. All this requires experience, and no matter how experienced you are, it costs you. We spend our time and nerves to save users their time and nerves. Well-designed things give us the invaluable present of time. Well-designed products do not just save us time, they make us enjoy the time we spend with them. They make us feel that someone has been thinking about us, that a nice person took care of the little things for us. This is mainly why we perceive well-designed things as more beautiful the longer we use them, and the more used they become.
The Shape of Design
Near and far
The creative process, in essence, is an individual in dialogue with themselves and the work. The painter, when at a distance from the easel, can assess and analyze the whole of the work from this vantage. He scrutinizes and listens, chooses the next stroke to make, then approaches the canvas to do it. Then, he steps back again to see what he’s done in relation to the whole. It is a dance of switching contexts, a pitter-patter pacing across the studio floor that produces a tight feedback loop between mark-making and mark-assessing. The artist, when near, is concerned with production; when far, he enters a mode of criticism where he judges the degree of benefit (or detriment) the previous choice has had on the full arrangement.
Painting’s near and far states are akin to How and Why: the artist, when close to the canvas, is asking How questions related to craft; when he steps back, he raises Why questions concerned with the whole of the work and its purpose. Near and Far may be rephrased as Craft and Analysis, which describe the kinds of questions the artist asks while in each mode. This relationship can be restated in many different ways, each addressing a necessary balance:
- How and Why
- Near and Far
- Making and Thinking
- Execution and Strategy
- Craft and Analysis
Why we should read
Unfortunately, the program met its end because the show’s approach opposed the contemporary standard format of children’s television: teaching kids how to read, rather than Reading Rainbow’s objective, which was to teach kids about why they should read.
Reading Rainbow had a long run, lasting twenty-three years, but its cancellation feels like a symbolic blow. Education, just like climbing the ladder, must be balanced between How and Why. We so quickly forget that people, especially children, will not willingly do what we teach them unless they are shown the joys of doing so. The things we don’t do out of necessity or responsibility we do for pleasure or love; if we wish children to read, they must know why.
We hear a voice whisper
The Shakers have a proverb that says, “Do not make something unless it is both necessary and useful; but if it is both, do not hesitate to make it beautiful.” We all believe that design’s primary job is to be useful. Our minds say that so long as the design works well, the work’s appearance does not necessarily matter. And yet, our hearts say otherwise. No matter how rational our thinking, we hear a voice whisper that beauty has an important role to play.
Needs more love
He held the phone to his chest, looked at me, and simply said, “Needs more love.” He pushed the portfolio back across his desk, smiled warmly, and shooed me out of his office.
I still think about this advice, and what exactly he might have meant when he said my work needed more love. At the time, I took it to mean that I should improve my craft, but I’ve come to realize that he was speaking of something more fundamental and vital. My work was flat, because it was missing the spark that comes from creating something you believe in for someone you care about. This is the source of the highest craft, because an affection for the audience produces the care necessary to make the work well.
One candle can light another
Lighting one candle
with another candle—
spring evening.Buson is saying that we accept the light contained in the work of others without darkening their efforts. One candle can light another, and the light may spread without its source being diminished.
A great leap of lightness
The first step of any process should be to define the objectives of the work with Why-based questions. The second step, however, should be to put those objectives in a drawer. Objectives guide the process toward an effective end, but they don’t do much to help one get going. In fact, the weight of the objectives can crush the seeds of thought necessary to begin down an adventurous path.
The creative process, like a good story, needs to start with a great leap of lightness, and that is only attainable through a suspension of disbelief. The objectives shouldn’t be ignored forever, but they should be defined ahead of time, set aside, and then deployed at the appropriate moment so that we may be audacious with our ideas.
Going evil
To begin, we must build momentum and then reintroduce the objectives to steer the motion. I find the best way to gain momentum is to think of the worst possible way to tackle the project. Quality may be elusive, but stupidity is always easily accessible; absurdity is fine, maybe even desired. If the project is a business card for an optician, perhaps you imagine it is illegible. (This is in the spirit, but you can do better.) If it is a brochure for an insurance agency, imagine otters on the cover and deranged handwriting on the inside for the copy. (Further!) If it is design for an exhibition of Ming Dynasty vases, brand it as an interactive show for kids, and put the vases on precariously balanced pedestals made of a shiny metal that asks to be touched. (Yes!)
The important realization to have from this fun—though fruitless–exercise is that every idea you have after these will be better. Your ideas must improve, because there is no conceivable way that you could come up with anything worse.
The momentum of making
Limitations narrow a big process into a smaller, more understandable space to explore. It’s the difference between swimming in a pool and being dropped off in the middle of the ocean with no land in sight. Those limitations also become the basis for the crucial first steps in improvisation. After those, the momentum of making accelerates as ideas are quickly generated without judgment.
Let the body wander
If the mind needs to wander, best let the body do the same. A short walk is more effective in coming up with an idea than pouring all the coffee in the world down your gullet.
Message, tone, format
All design work seems to have three common traits: there is a message to the work, the tone of that message, and the format that the work takes. Successful design has all three elements working in co-dependence to achieve a whole greater than the sum of the individual parts.
Asking why
Most inventions are recombinations of existing things, but where do the sparks for those combinations come from? What instigates that magic to make hybrids, to use them for unimagined purposes, and to inspire new settings for the three levers? Certain advancements seem logical and inevitable—smaller cellphones, faster computers, more reliable medical technology—while others seem to come out of nowhere. Turning avocado into caviar, for example, is not a logical conclusion in the kitchen. That choice is an inspired one. You can always spot these brilliant inventions as instances of magic, because our reaction, much like Achatz’s first meal at elBulli, is always disbelief.
Henry Ford famously said that if he had asked his customers what they wanted, they would have said a faster horse. Of course, we know that the faster horse is a testament to the limited imagination of customers, but I’d suggest that it’s more representational of not reassessing the objectives of the work in light of new opportunities. The faster horse is a recombination of the three levers in a predictable way: the customer’s answer is staunchly loyal to the horse, the already established format of transportation. They are inside of the adjacent possible, and ask a How question: How can horses be better?
Asking a Why question leads us to a different conclusion: Why are horses important? Because they quickly and reliably get us from one place to another. A Why question defines our need and uses an objective to create a satisfactory outcome for the work. This type of question is specific enough to be observable, but flexible enough to be approached in a variety of different ways. It’s easy to think that the way to improve life is to iterate on the things that we already have, but that is a trap of limited imagination. We should be iterating on how we answer our needs, and not necessarily on the way our old solutions have taken shape. The root of our practice is located in the usefulness of the work, not the form that it takes.
Outcomes and consequences
The primary purpose of the design is to have it do something particular, not be any particular thing. All of this implies that design is a field of outcomes and consequences more than one of artifacts. The forms that designers produce are flexible, so long as the results serve the need.
The source of delight
Design doesn’t need to be delightful for it to work, but that’s like saying food doesn’t need to be tasty to keep us alive. The pedigree of great design isn’t solely based on aesthetics or utility, but also the sensation it creates when it is seen or used. It’s a bit like food: plating a dish adds beauty to the experience, but the testament to the quality of the cooking is in its taste. It’s the same for design, in that the source of a delightful experience comes from the design’s use.
Every exit is an entrance somewhere
At the Ace Hotel in New York, a required exit sign over a door was an eyesore, and a stark contrast from the considered, detailed wall where it was mounted. Rather than accept the wart as it was, the sign was embraced as a chance to create an experience for the hotel’s guests by integrating the exit sign into the space. Now, surrounding the sign are other letters painted on the wall in a similar condensed style.
Every requirement is an opportunity for delight, even the ugly ones. Sometimes the creative treatment of these warts are the most enjoyable parts of a design.