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Engineering Emotions

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Slides Shobhit Chugh recently used in his discussion w/ mentees of The Product Mentor.

Synopsis: Are you familiar with how your users "perceive" your application or service? Do you celebrate with them when they've hit an important milestone? Adding delight and emotion to your application can have a profoundly positive impact on the user experience, create 'tweetable moments' and turn customers into evangelists. In this talk, learn how we at Google use the concept of "Engineering Emotions" to drive customer delight and evangelism especially in areas where emotion is notably absent e.g., developer tools.

The Product Mentor is a program designed to pair Product Mentors and Mentees from around the World, across all industries, from start-up to enterprise, guided by the fundamental goals…Better Decisions. Better Products. Better Product People.

Throughout the program, each mentor leads a conversation in an area of their expertise that is live streamed and available to both mentee and the broader product community.

http://TheProductMentor.com

Published in: Business
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Engineering Emotions

  1. 1. Engineering Emotions Customers -> Evangelists Shobhit Chugh shobhitchugh@gmail.com
  2. 2. Slack did a survey - what words do people use to describe work tools…. https://slack.design/how-slack-blends-productivity-and-delight-4e7c4a35d4fe
  3. 3. ...and how they describe social tools https://slack.design/how-slack-blends-productivity-and-delight-4e7c4a35d4fe
  4. 4. What if we: Merged the two worlds?
  5. 5. What to remember? 1. Delight = exceed expectations 2. Potential to add delight everywhere 3. Small wins can deliver big results
  6. 6. Over-deliver when it matters
  7. 7. Over-deliver when it matters
  8. 8. How we do it? ● Use the Kano Model ● Find moments to add delight ● Start with celebration ● Find a champion
  9. 9. Asking your customers
  10. 10. Applying the Kano model How we do it? https://foldingburritos.com/kano-model/ 50%P = Performance 30%A = Delighters 20%M = Must have
  11. 11. How do we do it? 1. Delight = exceed expectations 2. Potential to add delight everywhere 3. Small wins can deliver big results
  12. 12. Onboarding Zero states Motivations Completing work Milestone / Celebratory point When to add delight?
  13. 13. Answers: “Waiting...”
  14. 14. Inbox: “Inbox Zero”
  15. 15. Crashlytics: “No issues”
  16. 16. Problem: “How can we make a daily summary email for your app that’s worth reading?”
  17. 17. Solution: Add delight!
  18. 18. Is this delight a “tweetable moment?”
  19. 19. Daily summary tweets
  20. 20. Conversational delight
  21. 21. How do we do it? 1. Delight = exceed expectations 2. Potential to add delight everywhere 3. Small wins can deliver big results
  22. 22. The “closed issue stamp”
  23. 23. The idea might seem crazy at first...
  24. 24. ...but it set us apart!
  25. 25. Leading to
  26. 26. Challenge “How can you engineer an emotion in your product today?”
  27. 27. Engineering Emotions Customers -> Evangelists Shobhit Chugh shobhitchugh@gmail.com

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