As readers know, I’ve been experimenting with different ways to communicate ideas this year (starting with the audio post a few weeks ago). So when I was asked to do a webinar with the ProdPad team, I jumped at the chance. And I decided to focus my talk on Customer Experience (CX) Loops, which is a topic that I thought would be easier to tackle with prepared slides + hand-wavy examples + live Q&A. You can see links to the recording and presentation below, but I wanted to touch on a few concepts I didn’t get to elaborate on in the webinar…
This article got me thinking about a couple things
(1) building products is a two way conversation with your customer - a line I stole from Sense & Respond, a good book summarized in this article here: https://jeffgothelf.com/blog/volkswagens-electric-car-ambitions-a-sense-respond-case-study/.
(2) progressive disclosure to help customers learn your product with just enough information given to them to experience the value - https://www.nngroup.com/articles/progressive-disclosure/. As I've read more about this concept you see it in practice with things like hamburger menus and hidden complex features, but I'm trying to think about how it can be used to get customers to their first win with little distraction, then how do you tack on more complexity over time, almost like levels in a video game. Ideally with a good customer feedback framework you could learn what helps customers learn your product progressively giving them many aha moments along the way.