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Product Experience, Everything you need to know: The ultimate guide

Learn how leading organizations like Apple, Amazon, and Google prioritize and innovate to deliver exceptional experiences in today’s technology-driven era.

Product Discovery
Photo de Clément Gauthier
Clément Gauthier
Product Experience, Everything you need to know: The ultimate guide

Product Experience, Everything you need to know: The ultimate guide

Three key components are necessary to develop an outstanding experience: discovering what consumers need, gathering user input, and managing the overall product experience. By discovering what consumers need, solutions relevant to the market demands can be created. User input provides valuable insights into the product's reception, highlighting areas for improvement. Product experience management ensures that every touchpoint with the consumer is seamless - from initial interaction to post-consumption support. Together, these elements work in harmony to exceed expectations.

Product Experience, Understanding its Essence  

The term "product experience" encompasses the entire user lifecycle, from the initial interaction to becoming a brand advocate. Delivering a seamless user experience is crucial for achieving desired outcomes, as shown by Airbnb and Apple's focus on providing top-quality services.

Product Experience Improvement

Traditionally, product creation focused on building functionalities based on market requirements. However, today, it's more about crafting a holistic experience for the user. Industry leaders like Apple and Google have set high benchmarks by providing exceptional consumer experiences. Their achievement results from innovative features and seamlessly integrating them to offer unparalleled capabilities to consumers.

Product Experience vs. User Experience

It's common to confuse user experience with product experience. However, the consumer journey entails more than just interface, design, and usability. It involves everything from the initial discovery to customer assistance. For instance, Apple's approach to the consumer journey is not only intuitive interfaces but also unboxing its devices, integration with other Apple products, and post-purchase customer service.

Importance of Inputs

Product greatness relies on input. Organizations like Amazon rely heavily on consumer inputs to iterate and enhance their offerings. Input mechanisms, like the Net Promoter Score (NPS), have become industry standards. NPS helps organizations gauge consumer satisfaction and predict business growth by asking a straightforward question: "On a scale of 0-10, how likely is it that you would recommend our product/company to a friend or colleague?"

The CS (customer success) teams are the front-runners in collecting, analyzing, and driving actions based on this input. They bridge the gap between consumers and product groups, ensuring that the voice of the customer is integrated into decisions.

Role of Content

High-quality material shapes how consumers perceive and use a service. Airbnb provides personalized recommendations to enhance guests' experience and make their stay more enjoyable.

Data-Driven Product Experience

In today's world, measuring performance is critical to managing any offering. By analyzing customer interactions, organizations can identify areas for improvement in their products or services. Google consistently analyzes customer information to optimize outcomes while ensuring data privacy and security.

The Importance of Onboarding

The first impression matters. A smooth and efficient introduction procedure can greatly improve overall usage and reduce consumer churn rate. Investing in onboarding leads to higher customer satisfaction rates as it ensures their understanding of the product's capabilities and value proposition.

The Role of Marketing and Product

The overall perception of a product results from the combined efforts of the marketing and product organizations. While marketing teams set the right expectations, the product teams ensure they are met. Therefore, both teams must work closely together to ensure that the product fulfills the expectations set by marketing. This interdependent relationship is evident in companies like Amazon, where product-led growth is the norm.

Continuously Striving to Enhance the Product Experience

The perception of a product is not constant. It’s a continuous endeavor that involves regular updates, input collection, and iterations. Product managers (PMs) play a pivotal role in this. Their vision and direction are crucial for aligning organizations toward delivering great outcomes. For example, Apple’s PMs prioritize experience over features, leading to Apple’s renowned ecosystem where everything "just works.”

Customer Journey Map: A Tool for Product Excellence

To enhance the quality, it is crucial to have a comprehensive understanding of the customer’s interactions. A customer flow map visually represents a consumer’s interactions with a product. It helps groups identify pain points, moments of delight, and opportunities for improvement. Creating and analyzing a customer journey map is invaluable for organizations offering a superior offering or service.

The Future of Product Experience

The evolution of design is driven by technology, changing consumer expectations, and market dynamics. How we perceive and interact with the world will be transformed by concepts such as AI-driven personalization, AR/VR integrations, and IoT. Organizations that adapt and innovate in their product experience strategies will lead the next wave of transformation.

The perception of using a product goes beyond its functionalities, as consumers often develop emotional connections with it. This connection can distinguish between a product that is merely tolerated and truly loved.

As consumer expectations evolve, prioritizing satisfaction is crucial at every stage, from ideation to post-sale support. Whether you’re a PM at a startup or a leader at a global conglomerate like Google or Amazon, the golden rule remains: always put the consumer at the heart of every decision. Only then can organizations hope to achieve a remarkable outcome that stands the test of time.

The Bridge Between Product Development and Experience

Amazon and Google use vast data to drive product innovation. They have continuously improved their services based on consumer inputs, enhancing overall consumer satisfaction.

Onboarding: The First Step to a Memorable Experience

The initial interaction between a consumer and a product is a critical stage. It sets the tone for all future interactions and can determine whether the consumer will continue using it. To ensure a positive outcome, the initial stage should be intuitive and informative, educating consumers about the product's core features.

Consider organizations like Apple and Airbnb. Their onboarding practices are streamlined and intuitive, ensuring consumers can easily navigate and derive maximum value from their offerings. The quicker consumers find value in a product, the more likely they will stick around.

How Content and Marketing Organizations Amplify Experience

Marketing material strategies are essential in shaping consumer perception. Creating quality material and effective marketing campaigns is crucial to improving customer flow and overall satisfaction. Engaging material aids in educating consumers, while strategic marketing ensures the right audience is reached. Product-led growth strategies employed by giants like Amazon and Google revolve around using the product as the primary growth driver. These organizations highlight their services’ unique features and benefits through quality material and targeted marketing, ensuring consumers have an optimal experience.

Feedback: The Heartbeat of Product Experience

Net Promoter Score (NPS) is a commonly employed metric that gauges consumer satisfaction and loyalty. PMs can analyze NPS information and inputs to improve the overall quality of the product.

Organizations like Amazon place immense emphasis on consumer inputs. Providing exceptional service demands a continuous evolution based on customer inputs.

Customer Success: The Aftermath of Product Experience

Customer success teams play a pivotal role post-purchase. They ensure consumers derive maximum value from the products and act as a bridge between the company and its consumers. By addressing queries, offering help, and ensuring optimization, customer success groups directly influence experience.

Regarding customer success, organizations such as Airbnb and Apple have set the standard by having a proactive CS that swiftly addresses any issues in the experience.

The Bigger Picture: Product Experience and Company Growth

A positive interaction ensures consumer retention and drives brand advocacy. Organizations prioritizing satisfaction witness exponential growth, with consumers becoming brand ambassadors.

For instance, Apple's devices deliver unmatched consumer satisfaction, fostering loyalty and driving organic growth. The key to the success of Google, Amazon, Airbnb, and Apple lies in their unwavering commitment to delivering exceptional product experiences. It's this laser focus on providing top-notch user experiences that have propelled these companies to the top of their respective industries.

The Significance of Product Discovery

Product discovery is pivotal for businesses aiming to develop consumer-friendly, successful offerings. It bridges market understanding, potential consumer identification, and defining product scope. Read this guide to explore product discovery, how to establish its practice, and its initiation in organizations.

Understanding Product Discovery

It involves identifying, defining, and validating an idea before its coding begins. The primary objective is to reduce the risk of failure by building apt services for the right audience.


Product experience software

These tools help businesses extract observations from information. Prominent ones include Tableau, Microsoft Power BI, Qlik Sense, Looker, and Google Analytics.

Jira’s Role

If you're looking for a helpful and efficient task management tool that fosters collaboration, tracks progress, and seamlessly integrates with other tools, Jira is the perfect solution. Developed by Atlassian, Jira simplifies your workload and streamlines your team's productivity.

Structuring the Product Discovery Practice

Vision and Strategy

Creating a successful product requires a crystal-clear understanding of its purpose, target audience, and unique features. By identifying these key elements, you can craft a product that stands out and resonates with your audience. Don't settle for mediocrity - strive for excellence by putting in the effort to truly understand your product and its potential.

Team Assembly

Build a diverse, cross-functional team in product, design, and engineering disciplines.

User Research

Conduct research using interviews, surveys, and data analytics to comprehend your target audience.

Opportunity Identification

With a little bit of brainstorming, you can come up with innovative solutions to tackle the most significant problems your product can solve. Start generating ideas today and watch your product transform into the ultimate problem-solver.

Idea Prioritization

Rank ideas considering value, business impact, and feasibility. Validate top ideas with testing and prototypes.

Iterative Refinement

Constantly improve ideas based on inputs and insights. This is an ongoing practice until a problem-solution fit is achieved.


After idea validation, create a roadmap detailing the development timeline and milestones.


Regularly update stakeholders to maintain alignment and support throughout the process.

Kickstarting Product Discovery:

With an understanding of product discovery’s importance and available tools, the focus now shifts to initiating the process effectively. Read this guide to learn more.

1. Discovery Frameworks: These provide structured approaches to navigating discovery practice. Some notable ones are:

   - Design Thinking: Centered on consumer empathy, it follows five stages – empathizing, defining, ideating, prototyping, and testing.

   - Lean Startup: Advocates developing minimal products (MVPs) to validate assumptions swiftly.

   - Jobs-to-be-Done (JTBD): Understands the needs driving consumer choices.

   - Dual-track Agile: Combines discovery and delivery, emphasizing continuous and iterative discovery.

2. Product Discovery Template: Using a template can be beneficial to initiate discovery efficiently. A well-structured template can help teams define vision, prioritize hypotheses, execute research, generate ideas, and maintain alignment. The template’s sections could include:

   - Project Brief

   - User Research Methods

   - Idea Generation Framework

   - Prioritization Matrix

   - Validation Process Outline

   - Iteration and Refinement Protocols

   - Product Roadmap Creation

An efficient discovery procedure strikes a chord with consumers and fosters business growth. By adhering to the outlined steps and promoting a consumer-centric approach, teams can harness the potential of discovery to create exceptional outcomes.

The Importance of User Input

Consumer input is a cornerstone of product development, instrumental in developing innovative services that meet consumer needs. Businesses can harness inputs to drive commitment, product refinement, and satisfaction by leveraging testing reviews, consumer behavior analysis, and consumer surveys.

User Testing Reviews

Are a powerful tool for understanding user-product interaction. Starbucks and other organizations have used consumer inputs to refine both their physical and software offerings. There are two primary user testing methods:

Moderated Testing: Offers rich qualitative information but can be time-intensive and possibly biased.

Unmoderated Testing: Ideal for gathering large-scale quantitative information but might need to be more detailed.

Choosing the suitable method depends on the project’s goals, budget, and timeline. Platforms like UserTesting and UserZoom offer comprehensive input analysis tools. When considered with consumer ratings, these reviews can guide optimization, potentially increasing consumer loyalty and revenue.

User Feedback Tools

With software tools such as UserVoice, Usabilla, and Virtual Data Rooms (VDR), the collection and analysis of consumer inputs are streamlined. VDRs, secure online repositories for information sharing and analysis, come equipped with consumer input tools that provide insights into refining the software and enhancing consumer satisfaction.

User Behavior Analysis

By understanding how consumers interact with offerings, businesses can pinpoint areas for improvement. Google Analytics provides quantitative information, while user surveys offer qualitative information. When combined, this information aids in making informed decisions to enhance consumer experience and functionality.


Surveys play a central role in gathering opinions, and providing valuable insights into their satisfaction levels, preferences, and experiences. Crafting an effective survey involves a mix of open-ended and closed-ended questions. Analyzing this information helps in understanding customer needs and improving product features. Qualaroo streamlines surveys, turning opinions into actionable information.

Fostering User Engagement

Heightened customer involvement is frequently connected with stronger loyalty. Techniques to boost commitment include effectively using Call To Action (CTA) buttons, creating MVPs for early inputs, and streamlining onboarding. Leveraging tools like Google Analytics and monitoring KPIs can provide valuable engagement metrics, which can guide further optimization.

Product Feedback Surveys

These surveys provide a direct channel to gauge consumer experience and identify product improvements. Consumer reviews help organizations refine products and foster loyalty. Embedding practices like the Net Promoter Score (NPS) into the company culture can further drive growth.

To capitalize on consumer opinions, merely collecting them isn’t enough. Applying this response is extremely valuable. Businesses can prioritize improvements with IBM Watson’s AI to analyze consumer input at scale.

Businesses can prioritize consumer inputs to ensure their offerings remain user-centric, relevant, and competitive in a fast-paced market.

Unleashing Product Potential through Experience Management

The business landscape is shifting with the rise of Product Experience Management (PXM), a method focused on curating superior customer journeys. This approach, while related, is distinct from the traditional Product Information Management (PIM).

PXM vs. Traditional Product Management

While traditional product development revolves around the product lifecycle, PXM broadens the horizon, encapsulating every interaction point, from the digital display to promotional material strategies. Thus, PXM crafts a holistic experience around a product, making it indispensable for organizations aiming for superior consumer experiences.

The interplay of PXM and PIM

PIM’s primary function is managing consistent and timely product information, integrating with systems like ERP. PXM, on the other hand, fuses information with assets, insights, and tools to weave an experience that surpasses mere information. Companies like Salsify have synergized PIM and PXM to offer platforms that ensure information consistency and an enhanced experience.

Pillars of Effective PXM

Effective PXM is built on several foundational features, including:

Data Centralization: Streamlining information from diverse sources.

Data Enrichment: Enhancing product listings with comprehensive details.

Content Management: Emphasizing engaging and quality material.

Digital Shelf Optimization: Improving product visibility on eCommerce platforms.

Personalization: Offering tailored product suggestions for better conversions.

Customer Journey Mapping: Analyzing touchpoints for enhanced interactions.

To optimize eCommerce experience, prioritize information accuracy, create engaging material, personalize, showcase reviews, optimize for mobile, ensure consistency, implement competitive pricing, and prioritize support.

The Digital Shelf & Tech Tools in PXM

The ‘digital shelf’ signifies a product’s online visibility and discoverability. Platforms like Salsify, CMS and ERP integrations, and AI-powered insights are pivotal tech enablers in PXM.

Global and Developmental Aspects

As businesses globalize, PXM strategies must cater to localized consumer behaviors and preferences. Furthermore, PXM plays a crucial role in product development, leveraging customer input, data-driven decisions, competitive analysis, and fostering a culture of continuous refinement.

PXM’s Core Elements

PXM emphasizes product information collection, creative development, digital shelf optimization, customer experience tailoring, and customer journey mapping to offer a seamless, engaging experience.

Continuous PXM Enhancement

The task of improving product experience is a never-ending course. To maintain their competitive edge, organizations must guarantee regular interactions with their consumers, keep their technology updated, remain adaptable, and pursue technological advancements.

PXM’s future trajectory revolves around offering dynamic, personalized, and consistent experiences by leveraging cutting-edge technologies. PXM remains at the forefront as customer expectations evolve, ensuring organizations stay competitive.

Delivering a superior experience is essential due to fierce competition and rising consumer expectations. From the first touchpoint of onboarding to the lasting relationship fostered by customer success teams, the experience is a holistic voyage, emphasizing features and the emotional resonance consumers feel. Pioneers like Apple, Amazon, Airbnb, and Google have expertly woven input, content, marketing, and data-driven decisions to create a seamless blend of products and services beyond usability and turn consumers into brand advocates.

Harmonizing consumer needs with market demands, creating compelling material, and adapting based on consumer input is central. As we look to the future, it’s evident that businesses that prioritize and refine their product experience strategy will thrive and set industry standards. The main objective remains unchanged: to establish a deep connection between the product and the consumer so that it transforms practicality into affection.

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