customer empathy

The dreaded curse of knowledge! <thunderclap> One of the few psychological phenomena that’s actually as scary as it sounds. If you’ve done any reading on cognitive biases, you’ve probably heard of it. Here’s a common definition: “The curse of knowledge is a cognitive bias that occurs when an individual, communicating with other individuals, unknowingly assumes that Read more »

In this Mind the Product APAC talk, Jennifer Choi, Head of Product Strategy at Grab explains what she and her team do to better understand their customers whose lives can be very different from their own. Watch the talk in full or read on for a detailed overview. Her key points include: Work hard to understand your Read more »

Why is having no passion for the industry you work in potentially a huge benefit when it comes to building products? In Product, the user is number one. We must get to know our users inside-out, live and breathe their worlds in order to spot where we can solve problems to make their life better, Read more »

Thanks to feedback from their customers, the team at Bloom & Wild discovered that they could make a truly impactful product change without the need for complicated features. All they had to do was listen. Overview Bloom & Wild launched as an online florist in the UK in 2013. We use an innovative format, so that flowers Read more »

Product managers can encounter no end of contradictions as they drive for good outcomes for their products. What are these contradictions and how can product managers deal with them? Google is a juggling elephant. It serves conflicting needs of large user segments. One is the need of billions of consumers looking for the most accurate Read more »