Product Experience

Product Experience

Product Experience Jonathan Poland

Product experience refers to the overall value that a product or service provides to customers based on their perceptions as they use the product or service in different contexts. It is a key component of customer experience, which encompasses all interactions between a company and its customers.

Design and quality control are crucial factors in determining the product experience. A well-designed product that functions effectively and meets the needs of the user will result in a positive product experience. On the other hand, a poorly designed product with low quality can lead to a negative product experience, which can lead to customer dissatisfaction and even loss of business.

In order to optimize product experience, it is important for companies to understand the needs and preferences of their target audience. This can be achieved through market research and customer feedback. Companies can also involve customers in the design process, as their input can provide valuable insights into what features and functionality are most important to them.

In addition to design and quality control, the packaging and branding of a product can also impact the product experience. Packaging that is attractive and easy to use can enhance the overall product experience, while poor packaging can detract from it. Similarly, strong branding can create a positive association with the product, while weak branding can lead to confusion or a lack of recognition.

Product experience is a vital consideration for companies in order to provide value to their customers and maintain a competitive edge in the market. By understanding the needs and preferences of their target audience and implementing effective design, quality control, packaging, and branding, companies can create a positive product experience that leads to customer satisfaction and loyalty.The following are common types of product experience.

Fit For Purpose
The product or service has the functions you need without bloated features getting in the way.

Sensory Design
Visual appeal and pleasing taste, smell, touch and sound.

Sensations generated by the product such as temperature, light intensity and haptics.

A product that is pleasing to use.

A product that feels intuitive that is easy to learn with a little trial and error.

The product provides a safe environment where actions can be undone.

The product lets you control it. Automations and suggestions feel useful and are easily overridden.

The product makes reasonably useful assumptions about your preferences.

You can easily customize the product to the way you want it.

User interfaces are predicable. Dynamic elements such as context menus feel intuitive.

The product feels fast and responsive.

The product meets your performance expectations such as a snowboard that is just bendy enough.

The product allows you to complete your goals quickly.

Information Density
The product gives you the amount of information you need to achieve your goals without overwhelming you or making you look too hard.

Information Scent
Clear visual cues and structure that make information and functions easy to find.

Layout & Composition
The product has a pleasing layout and feels balanced and organized.

Different elements of the product look like they belong together.

Shape & Form
A pleasing shape and form. For example, a device that fits in your hand comfortably.

The product is convenient to use. For example, a device the fits in your pocket or a meal that is easy to prepare.

The product is designed to be useful to a broad range of people including people with disabilities.

Durability & Resilience
The product doesn’t easily break and continues to operate under a wide range of real world conditions.

Change to the product such as upgrades and expansions go well and aren’t detrimental to your use of the product.

The product is safe to use. For example, software that is reasonably secure from information security threats.

A product that feels healthy.

Customer perceptions regarding the impact of the product on the environment and people. For example, a product that is manufactured locally according to environmentally responsible methods.

The product or service has fair terms of service.

Product Identity
People often describe products and brands with the same words they might use to describe a person. For example, a product that you trust.

Social, Culture & Lifestyle
A customer who sees a product as a part of their social status, culture or lifestyle. For example, snowboarding goggles that all the cool snowboarders wear on a particular mountain.

Customers may attach personal meaning to a product. For example, a toy that reminds a parent of their youth.

The product looks highly refined such that it is was obviously designed and built by people who are diligent in their work.

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