Notes in Product Delight

“New Study Reveals How Timing Drives Tech Product Launch Success,” Schulich School of Business, January 24, 2025. https://schulich.yorku.ca/news/new-study-reveals-how-timing-drives-tech-product-launch-success/?utm_source=chatgpt.com

Coupons sourced and provided when shopping on Microsoft Edge. No sign-up required. https://www.microsoft.com/en-us/edge/features/coupons?form=MA13FJ

Aarron Walter, Designing for Emotion (A Book Apart, 2011).

“Smart Compose in Gmail now available for G Suite,” Google Workspace Updates, September 26, 2018. https://workspaceupdates.googleblog.com/2018/09/gmail-smart-compose-gsuite.html?m=0&hl=mn

Robert Plutchik, “A General Psychoevolutionary Theory of Emotion,” in Emotion: Theories, Research, and Experience, Volume 1: Theories of Emotion, ed. Robert Plutchik and Henry Kellerman, (Academic Press, 1980), 3.

Debbie Anderson, “10 Things You Didn’t Know About Google,” The Philadelphia Inquirer, (September 4, 2015). https://www.inquirer.com/philly/business/10_Things_You_Didnt_Know_About_Google.html

The Design Better podcast, hosted by Eli Woolery and Aarron Walter, explores creativity at the intersection of design and technology. https://designbetterpodcast.com/

Aarron Walter, Designing for Emotion (A Book Apart, 2011).. https://www.aarronwalter.com/book

Ankit Bisht et al., “Fueling growth through moments of customer delight,” McKinsey & Company, August 13, 2024, https://www.mckinsey.com/capabilities/growth-marketing-and-sales/our-insights/fueling-growth-through-moments-of-customer-delight

Exploring the value of emotion-driven engagement: The dynamics of customer loyalty, Deloitte Development LLC (May 2019), https://s3.amazonaws.com/media.mediapost.com/uploads/EmotionDrivenEngagement.pdf

Scott Magids, Alan Zorfas, and Daniel Leemon, “The New Science of Customer Emotions: A better way to drive growth and profitability,” Harvard Business Review, November 2015, https://hbr.org/2015/11/the-new-science-of-customer-emotions

Jerome Buvat et al., Loyalty Deciphered—How Emotions Drive Genuine Engagement, Capgemini Digital Transformation Institute, n.d., https://www.capgemini.com/nl-nl/wp-content/uploads/sites/19/2022/05/report-dti-loyalty-deciphered.pdf

Riya Shah, “The Power of Customer Loyalty: Unveiling Apple’s Strategies and Statistics for 2024”, nector.io, January 23, 2024, https://www.nector.io/blog/customer-loyalty-apples-strategies-and-statistics-for-2024

Pulkit Jain, “How the 2020 Spotify Wrapped Marketing Campaign Boosted Engagement,” MoEngage, August 18, 2024, https://www.moengage.com/blog/spotify-wrapped-2020-app-downloads-engagement/

“Behind the product: Duolingo streaks | Jackson Shuttleworth (Group PM, Retention Team),” Lenny’s Podcast, December 15, 2024, https://www.lennysnewsletter.com/p/behind-the-product-duolingo-streaks

https://leanproductplaybook.com/

Joseph A. Michelli, Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way, McGraw-Hill, (2015), https://a.co/d/8XTVkVN

Edi Bianco, “Crafting Emotional Connections: The Heartbeat of Successful Tech Products,” Medium, Bootcamp, October 17, 2023, https://medium.com/design-bootcamp/crafting-emotional-connections-the-heartbeat-of-successful-tech-products-64dfb449bd02

Clayton M. Christensen et al., (Competing Against Luck: The Story of Innovation and Customer Choice (New York: Harper Business, 2016).

Anthony W. Ulwick, What Customers Want: Using Outcome-Driven Innovation to Create Breakthrough Products and Services (McGraw-Hill, 2005).

Anthony W. Ulwick, Jobs to Be Done: Theory to Practice (Idea Bite Press, 2016).

For the Record, Spotify, https://newsroom.spotify.com/

Jean-Marc Décaudin and Jacques Digout, e-Publicité: Les fondamentaux, (France: Dunod, 2011).

Chip Heath and Dan Heath, The Power of Moments: Why Certain Experiences Have Extraordinary Impact (New York: Simon & Schuster, 2017).

Jake Knapp et al., Sprint: How to Solve Big Problems and Test New Ideas in Just Five Days, (New York: Simon & Schuster, 2016), https://www.amazon.com/Sprint-Solve-Problems-Test-Ideas/dp/150112174X/ref=tmm_hrd_swatch_0

Vignesh Ramachandran, “Stanford researchers identify four causes of ‘Zoom fatigue’ and their simple fixes,” Stanford Report, February 23, 2021, https://news.stanford.edu/stories/2021/02/four-causes-zoom-fatigue-solutions

Dave Meyer, “The *new* Jira is here,” Atlassian, Products & News, October 18, 2024, https://www.atlassian.com/blog/announcements/the-new-jira

“Apple & Nike launch the perfect running partner, Apple Watch Nike+,” Apple Newsroom, September 7, 2016, https://www.apple.com/newsroom/2016/09/apple-nike-launch-apple-watch-nike/

Dan Olsen’s webpage has information about his workshops, and access to his blog and free Meetup videos about project management and lean products. Sign up for product management tips, best practices, case studies, and information about upcoming events, https://dan-olsen.com

Dan Olsen, The Lean Product Playbook, (John Wiley & Sons, 2015), https://leanproductplaybook.com/

Eric Ries, The Lean Startup: How Today’s Entrepreneurs Use Continuous Innovation to Create Radically Successful Businesses, (New York: Currency, 2011).

Adam Nash, Building products that delight customers | Adam Nash (Daffy, Wealthfront, LinkedIn, eBay, Apple), posted April 4, 2024, In-Depth podcast, hosted by Brett Berson of FirstRoundCapital, YouTube, 1:16:19, https://youtu.be/FxYFdSgg6BM?si=SnrEYHiXbF7njCJk

Derek Thompson, Hit Makers: The Science of Popularity in an Age of Distraction, (New York: Penguin, 2017), https://www.amazon.com/Hit-Makers-Science-Popularity-Distraction/dp/110198032X

P.-L.T., «Appel manqué de maman : le message de Deliveroo pour la fete des mères passe mal,» Le Figaro, May 27, 2024, https://www.lefigaro.fr/conjoncture/appel-manque-de-maman-le-message-de-deliveroo-pour-la-fete-des-meres-passe-mal-20240527

“Customer Satisfaction Score (CSAT): What it is and how to use it,” Zendesk Blog, accessed April 30, 2025, https://www.zendesk.com/blog/customer-satisfaction-score/

Frederick F. Reichheld, “The One Number You Need to Grow,” Harvard Business Review, December 2003, https://hbr.org/2003/12/the-one-number-you-need-to-grow

Hendrik Müller and Aaron Sedley, “HaTS: Large-scale In-product Measurement of User Attitudes & Experiences with Happiness Tracking Surveys,” Google, n.d., https://static.googleusercontent.com/media/research.google.com/fr//pubs/archive/43221.pdf

Jared S Bauer, “What to measure and how to measure it during a beta,” Medium, December 20, 2021, https://medium.com/@jaredsb/what-to-measure-and-how-to-measure-it-during-a-beta-e9a1283dc54d

Henrik Kniberg, “Squad Health Check model – visualizing what to improve,” R&D Engineering, September 16, 2014, https://engineering.atspotify.com/2014/09/squad-health-check-model/

Jeffery M. Hiatt, ADKAR: A model for change in business, government and our community, (Colorado: Prosci Research, 2006), https://www.amazon.com/ADKAR-Change-Business-Government-Community/dp/1930885504/ref=sr_1_1?sr=8-1

Dave Meyer, “The *new* Jira is here,” Atlassian, Products & News, October 18, 2024, https://www.atlassian.com/blog/announcements/the-new-jira

John Saito, “The magic of microcopy,” Medium, March 2, 2017, https://uxdesign.cc/the-magic-of-microcopy-a56c5decbe1f

John Saito, “The dangers of delightful design: How delightful details can get you into trouble,” Medium, November 20, 2016, https://uxdesign.cc/the-dangers-of-delightful-design-bb5834a1b684

Teresa Torres, “Opportunity Solution Trees: Visualize Your Discovery to Stay Aligned and Drive Outcomes,” Product Talk, March 1, 2025, https://www.producttalk.org/2023/12/opportunity-solution-trees/

The Impact Mapping website has lots of information about the process and how it benefits product design teams, https://www.impactmapping.org/

Gojko Adzic, “From Bugs to BEAM: Mining the gray area between bugs and features for product opportunities,” https://gojko.net/

“User Story Mapping: Story mapping is a better way to work with Agile user stories,” Jeff Patton & Associates, n.d., https://jpattonassociates.com/story-mapping/

Adrienne Kmetz, “Defining customer happiness: What it is and how to measure it,” Paylode, December 8, 2023, https://paylode.com/articles/customer-happiness

Notes in Product Delight

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