Design for Delight
summary
Claim: a three‑pillar Design for Delight process—customer empathy, go broad then narrow, and rapid lean experiments—yields measurable product wins. Methods include follow-me-homes, observation, open‑ended interviews, two-by-two matrices, analytics and A/B tests. Built a camera/OCR flow called snap tax to import W‑2s; initial narrow experiment attracts 1.2M downloads with ~13% conversion and a separate iPad experiment yields 225k filings. Cross‑device “start anywhere finish anywhere” iterations increase engagement but reveal which slices actually scale.
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chapters (8)
- 0:00Start
- 3:17Three Pillars of this Approach
- 5:56Catch Your Emotions
- 11:13Net Neutrality
- 11:51Us Tax Laws
- 12:41The Steve Jobs Method
- 15:41How We Learn from Our Customers
- 34:30Emotional Impact
