This is Product Management

316 - Experience Design is Product Management

11 snips
Jul 17, 2023
Ask episode
AI Snips
Chapters
Transcript
Episode notes
INSIGHT

Experience is Everyone's Job

  • Experience is everyone’s job and should be considered a mindset, not a department.
  • Companies must have all employees aligned and rowing in the same direction to create a consistent customer experience.
ADVICE

Start Small, Think Ripple Effects

  • Start improving customer experience small, like changing one feature or sign.
  • Then understand the ripple effects across touchpoints, especially between digital and physical experiences.
ANECDOTE

Digital-Physical Experience Disconnect

  • Tricia experienced ordering via app but staff resolved issues with a coupon on a sticky note, showing digital-physical disconnect.
  • She also found grocery app location info helped find products, but habit formation to use this info was lacking.
Get the Snipd Podcast app to discover more snips from this episode
Get the app