I had a convo with an incredible CMO today about the difference between delight and effort, and she rephrased it as the difference between “experience” and “expectation.” A customer expects the effort to be low — as tablestakes. In that case, the customer equates this with the “design.” Unfortunately most designers equate “design” with the […]

Reading this HBR article by Matthew Dixon, Karen Freeman, Nicholas Toman (2010) was a super helpful reframing of a lot of narratives I’ve been wondering about … The authors argue that to make your customer delighted is too abstract of a goal, and it’s better to simply measure the amount of effort they’re applying to […]

With computation, it’s possible to not be limited to the old adage of, “Quality (Good), Speed (Fast), Price (Cheap/Cost): You get to pick just two.” Oddly, it’s possible to break the general rule around this traditional triad. This is a draft of a chart that I’m going to be noodling over the coming months. —JM