A 4-step framework for building delightful products | Nesrine Changuel (Spotify, Google, Skype)

Feel like there's two buckets of teams. There's the product teams that are just like, of course, we need to make our product delightful. That's how we win. And then there's just a bunch of product teams that are like, what are you even talking about? We have features to ship. We gotta close some deals. We don't have time for the Sometimes people think about the light as the confetti. If you shake the phone, you have snowflake falling, but that's not the light I talk about. The light is actually this ability to create products that serve for both emotional need and functional need. I know exactly what you mean. I never check Instagram anymore. I just don't feel good when I open it. The feeling of the product makes me not use it anymore. How can we build products where we can achieve the life goal? Recently, I booked an Uber. I was waiting for the driver, and suddenly, the driver canceled for no specific reason. But what happened is that when I get to the app, there have been only two clicks to get refunded. Bingo. Your money is back. The emotion was supposed to be low, and suddenly, the solution completely removed the stress and the friction. Let's talk about how to actually approach this systematically. We need to satisfy three main pillars. The very first one is The big elephant in the room. When is this not worth your time? Companies like Workday, SAP, and Salesforce that did really well, very undelightful. The hard truth is that Today, my guest is Nasreen Shengel. Nasreen was a longtime product leader at Skype, Spotify, Google Chrome, and Google Meet. And through her experience building some of the most widely used consumer products in the world, she developed a really pragmatic framework for how to build delightful and retentive product experiences. A lot of product leaders talk about building great user experiences and making their products delightful, but I've never seen a concrete and repeatable approach to actually doing this, especially one that helps you separate low impact confetti features as Nestle calls them, and ones that actually drive your KPIs and keep people coming back. In our conversation, we talk about why product teams with limited resources, lots of fires and priorities should actually spend time on making their products more delightful. I found this part super interesting and surprising. We talk about what sorts of product teams and companies should invest in delight, particularly b to b versus b to c, and then we dive into her specific four step framework for discovering the highest ROI opportunities and prioritizing across them. Nasreen shares a bunch of really cool real world examples from her time at Google Meet and Spotify and Chrome, and also examples from Apple and a bunch of other companies she's looked at. A huge thank you to Matt LeMay for suggesting topics for this conversation. If you enjoy this podcast, don't forget …