Startup: 7. How to Build Products Users Love

KAYAK put customer support hot-line into engineering department. If someone would call more than twice, engineer would fix a bug.

They put “Emotional State” into customer support form, and customers filled out 75% and calmed down in writing email.

Knowledge Spectrum of Product :

no knowledge—————–I—————————I———————-all knowledge

  • first I – what customer know
  • second I – what you want them to know

between is knowledge gap

close the gap you either to educate them better or you make product easier to use with less knowledge

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