You know how it is when you first open that new gadget or new device or interact with that new “thing” and the first thing you experience isn’t elation or joy – it’s frustration!
You know how infuriating that can be and how it instantly tempers the relationship you have with the product. In fact, the emotional response can be so intense that it can change the way you see not only the product but also the business behind it.
Heck, it might even directly impact your relationship with the person behind the business or piece of software (and even the person who introduced you to it)!
That emotional response to the “first reaction” or “first experience” with a product is so crucial and yet I feel so many apps and products and organizations do not consider it enough and forget (or do not understand) how important it really is.
It’s the reason why I build apps with this in mind and why I also counsel startups to consider it heavily. Lose the battle over the customer’s first reaction and you might lose the long-term war.
Sometimes it’s my fault. Sometimes it’s their fault. Sometimes it’s even someone else’s fault or another partner service or API or some other piece of software that we have no direct relationship with.
But the point is this: Regardless of who’s fault it is I am still responsible because it is my app, my service, my company, and my organization (and I hope that the staff that I work with feel the same). I believe that capturing and capitalizing on first reactions brings literal returns on investment.
I don’t want to be like a super frustrating piece of IKEA furniture that takes literal hours to setup and install and put together and that creates terrible first reactions. I don’t want to build consumer products or companies that also solicit the same emotive response.
I want to close the gap between joy and utility as much as I possibly can and I want to be a part of organizations that continually return that joy for both staff and customers for as long as humanly possible.
You should too.