Don’t design products and features, design experiences – Paul Adams

The title is stolen from a talk given by Paul Adams four years back, according to Fortune the most wanted person in Silicon valley. Paul is the Global Brand Experience Manager at Facebook. Before that he worked as a design researcher with Google designing new ways in which people can communicate and express themselves online.

Think about it, whatever Paul and his team designs becomes the new way in which the world connects, likes, comments, and share their thoughts. The designs can influence many shopping decisions and can impact many businesses at the same time. I wonder how the research is done, how he keeps himself updated with the ways in which people communicate.

I am really curious to know whats his normal day at work like :)

Paul also written a book called “Grouped” on how people share and connect online and how this knowledge is going to impact future of marketing and advertising.

Paul’s Talk : http://www.slideshare.net/padday/designing-experiences-not-products/

Link to Paul’s Book : http://www.amazon.com/Grouped-groups-friends-influence-social/dp/0321804112/ref=sr_1_1?ie=UTF8&qid=1326893494&sr=8-1

For people in India : http://www.flipkart.com/books/0321804112?_l=gWxQa0snNjHUHKJhnj_y0w–&_r=pZYsaftSk%20cMSmln7qBIRQ–&ref=5bb745a2-3ed0-4862-9707-03178a7cdd2a 

A close look into the Indian e-commerce space reveals a sudden spike in the number of e-commerce sites launched last year. Most of these sites are well funded by VC’s both local and aboard. Going through few of the sites its evident most of these sites are offering a great number of deals, offers and many promise impossible growth and fancy valuations . But the big question how many of these sites will succeed in the future.

With so many players in the space it becomes clear that every other is offering the same product at the same price what becomes vital is to differentiate through pure customer delight. Unfortunately the concentration is now on quantity then quality leaving a few sites like flipkart and myntra many players concentrate on offering more deals and offers than owning up the end to end user experience. Managing the end to end experience is the key to customer delight. I have tried to list few  important stages of a user journey

1) Search / Discovery
2) Selecting the product
3) Comparison / review
4) Payment
5) Delivery and the wait
6) Out of the box experience
7) Product / Service experience
8) Returns and Customer support
9) Notifications and feedback

Each stage is important and offers great insights into user behavior and expectations. A detailed analysis of the context and each stage will help designers to identify the most important touch points . Connecting the dots will deliver a unified experience across the site.

For many user experience stops with the online shopping experience but the real user experience starts once the purchase is made. Since there is no instant gratification like offline shopping its important to keep the buyers engaged till the product reaches them.

For more reading: Read Adam Richardson’s post of costumer experience : http://blogs.hbr.org/cs/2010/11/using_customer_journey_maps_to.html

http://johnnyholland.org/2011/03/where-innovation-belongs-in-user-centered-design/

Read two interesting articles on design today morning, surprisingly both from the famous magazine Fastcompany. For people who have not visited Fastcompany it’s a must visit site. The have two dedicated channels Co Design (Covers design in general) and Co.exist is a recent addition that covers social innovations.

Now to the interesting articles, the first article is about Facebook timeline since people have written a lot about it. I am going to write about this wonderful entrepreneur in India who designed a system to manufacture low cost sanitary napkins for Indian women.

Arunachalam Muruganantham :

Arunachalam and his team in Assam

Honestly Arunchalam reminds me of James Dyson who famously built more than 5000 prototypes of his designs before making the perfect vacuum cleaner. Arunchalam went a step ahead to validate his low cost sanitary napkin designs; he wore panties, used a sanitary napkin himself, divorced by his wife, abandoned by his own mother and was ridiculed continuously by the public. But thanks to the pain he went through now more than 88% of Indian women can now buy a low cost sanitary napkin, roughly $0.25 for 8 napkins. Arunchalam designed anew machine that can make these low cost sanitary napkins. According to a report by Neilson that more than 88% of women in India use rags, newspapers and dried leaves during their periods.

Unlike Dyson who is now a billionaire Arunachalam decided not to sell his product commercially.           At this point Arunchalam overtakes Dyson and becomes a hero.  Though Arunachalam was SSLC drop out If you look closely at this case study at Co.exist there are many interesting takeaways for a designer.

Empathize with your user:

Arunachalam took extreme steps to validate his designs with only one goal his mind “To make sure that women who eventually used it felt comfortable using it”. As designers its vital to have the same goal in our mind – will the end user be comfortable using our product.

Believe in your Design:

The most important quality that differentiates between a good designer and a great designer. Arunchalam believed in his design solution and worked hard to achieve the final design, at no point he doubted his decisions. As designers we need to convince our stakeholders of our vision every single day. We cannot convince others unless we believe in our own designs. This does not mean to that designers can act cocky and get away with it.

Vision Vs Ideas

Arunachalam had a vision in his own words “My vision is to make India a 100% napkin-using country. “ By this he thought of a whole new product system, starting from materials, production, socio – economic barriers, cultural differences, technology, logistics and finally the manpower to produce the napkins. He did not just design product but whole new product system. He had one complete vision and he innovated with exciting ideas throughout to achieve it. Designers have great ideas but what is missing converting an idea into a product vision. By spending little more time and hard work we can turn an idea into a successful product or a service that can have greater impact on the society. Apple did not want people to listen to music but Apple wanted people to enjoy music and Apple designed a product system that changed the way we consumed music.

That’s it for now, please send in your comments, see you soon :)

Read the  article at : http://www.fastcoexist.com/1679008/an-indian-inventor-disrupts-the-period-industry

Visit Arunchalam’ s website : http://newinventions.in/index.aspx

I have been thinking for the past three months to start a blog to post my thoughts on designs and user experience. Three months of procrastination is nothing compared to my previous attempts on starting something of my own. Lets see how successful i can be with this attempt

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