Bored kid looking into the camera
Bored kid looking into the camera

The New York Times published an article on February 21, 2021, entitled “The Boredom Economy.” The article discussed how the pandemic is changing consumers’ purchasing behaviors. The authors argue the pandemic has created an economy of bored consumers. The report states the pandemic is tedious, and that tedium is shaping how people spend money. So, how do we design products for bored consumers trapped in their homes? The secret lies in creating compelling or, better yet, meaningful experiences.

In previous articles, I explored the barriers and obstacles new products and services face in their attempt to gain market share. In…


By mapping the job a customer is trying to get done, we can discover opportunities for new products and services.

Job Mapping Process

In previous articles, I explored the barriers and obstacles that new products and services face in their attempt to gain market share. In the article entitled “How to increase your chances of developing successful products,” I argued that understanding the jobs that customers hire our products and services for will increase our chances of successful design of products. In this article, I will explore how we can map out the jobs that customers are trying to get done. …


Successful product development has more to do with the job the customer is trying to get done than it does with the actual customer.

ball of paper with pencil markings about ideas
ball of paper with pencil markings about ideas

In an article entitled “Why Do So Many Innovative Products Fail?”, I explored some of the reasons why new products had a high failure rate. The article discussed how product developers and marketers underestimate a customer’s resistance to change and how the psychology of adoption came into play while a customer is making decisions related to new products. In this article, we will look at how product developers and marketers can develop new products that have a higher chance of success.

Building a Better Mousetrap

Theodore Levitt, a Harvard Marketing Professor, used to tell his students, “People don’t want to…


It might even result in customer devotion and employee loyalty.

Many businesses that rely on low-wage labor are “double-crossing” the public and their employees to preserve profits or stave off insolvency. On March 14, 2020, the New York Times article entitled “The Companies Putting Profits Ahead of Public Health, “the Editorial Board of the New York Times, states that “As the coronavirus spreads, the public interest requires employers to abandon their longstanding resistance to paid sick leave.” Essentially the article argues that companies must agree to pay workers for sick leave while they are out of work sick. This action…


Crumpled paper representing ideas
Crumpled paper representing ideas
Innovative Product Failures

Another high-profile consumer electronics company is going out of business. On February 12, 2020, Essential Products, said that they would cease operations. The New York Times published an article about the company shutting down entitled “Andy Rubin’s Start-Up, Essential Products, Shuts Down.

Essential Products is a consumer electronics company founded by a former Google executive, Andy Rubin. In 2017, the company released a premium smartphone. The product did not sell well, and the company later abandoned a plan to build a smart speaker. Then on February 12, the company posted the following statement on its website. “Our vision was to…


Regardless of whom you believe, what they are doing is changing competition for ad space on search engine results pages (SERPs).

Image of people walking off a cliff
Image of people walking off a cliff
Incentive Trap Concept

Google is continually working to improve their search results pages. But are the improvements aimed at enhancing the user’s experience or increasing the amount of money Google is making from its ad business? Since Google introduced text ads above search results, the company has continued to make ads less conspicuous. In other words, they are trying to make it harder for you to tell whether your search results are paid advertisements or unpaid search results. Google blurs the lines between paid ads and unpaid results by burying unpaid links among text boxes, news links, paid advertisements, and text snippets. …


Design Illustration by L&O

IoT products are changing the way companies compete as well as reshaping how they are organized and execute business processes. IoT represents a significant opportunity for companies across all industries and is changing the way products are designed, supported, and used. These changes include how customers interact with companies and their products. These interactions are what we call customer experience. Companies are increasingly enhancing the value of their offerings through connected devices to create the “Total Customer Experience.”

Customer experience is about delivering the experience that customers want to have again and again. To do this, companies must understand the…


Under Armour has “Marketing Myopia”

The New York Times published an article on January 29th, 2020, entitled “How Under Armour Lost Its Edge.” You can read the full article here. The article details how Under Armour, once heralded as the next Nike, has been suffering from declining sales and stock prices. Under Armour has clashed with its brand ambassador Steph Curry and has been portrayed in a negative light due to its poor corporate culture. It occurred to me after reading the article that Under Armour is suffering from a case of “Marketing Myopia”.

“Marketing Myopia” is a seminal piece published in 1960 by the…

Chad Alessi

Re-imagining customer experience through design, data, and technology. Check out his full bio @ https://www.navstella.com

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