The Experience Is The Product
summary
Argues the product that sells is the whole experience, not just features, showing Kodak cut 28 steps to 3 with the promise you press the button and we do the rest, and later Apple ships a $600 device with fewer specs that still wins. Traces tech → feature bloat → elegant experience, cites Slack beating clunky enterprise chat, recommends the double‑diamond for discovery and delivery, organizing teams around customer journeys, and renaming roles (product designer, service designer) because experience is the product.
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chapters (4)
- 0:00Intro
- 0:16A Brief History Lesson
- 16:51Experience strategy and vision
- 32:58The experience is the product
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