rethink.fm Episode 36: Experience Design with Jared Spool
Nov 14, 2023
Jared Spool, an expert in UX research and founder of Center Centre, dives into transformational UX strategies. He emphasizes the importance of assessing urgency with a 'Why now?' approach and contrasts competing on cost versus exceptional experiences. Discussing leadership, Jared highlights the vision of leaders over managers and warns about designers losing touch with users as companies grow. He shares practical tactics for making research visible and reveals the concept of the 'UX tipping point' for product quality.
AI Snips
Chapters
Transcript
Episode notes
Start By Probing Why Now
- Ask "Why are we doing this now?" to reveal organizational urgency and commitment.
- Stop work if leadership can't explain why now; change needs explicit motivation to overcome resistance.
Two Ways To Compete
- There are two sustainable competitive strategies: lowest delivery cost or superior quality.
- Competing on experience lets you charge more to customers who value higher quality.
Quality Lives In Thoughtful Details
- Experience quality hinges on pleasure, flow, and meaning plus thoughtful attention to details.
- Small neglected details (like paint splatter) reveal whether someone truly cared about the experience.
