In product development, we focus a lot on solving customer problems. In my experience, the most successful products are helping customers achieve their aspirations, not merely solving their problems. I will talk through examples of customer aspirations and how to identify them, including how my team at Chatbooks created an incredibly successful subscription product that allowed customers to feel like better parents just by subscribing.
Product teams often view a customer’s interaction with their offering as limited within a set of product features. But to a customer, it really extends to the end-to-end experience with your entire brand — from acquisition ads, targeted emails and sponsored content, to the website, the software or physical product experience, and continued via support interactions. Consider how much better the customer journey is with a consistent experience across every interaction. But how do you make it consistent when all you can control is the UX in your product area? This presentation will provide a framework on how to build and maintain strong relationships with your counterparts across the organization, as well as real examples from my experience at Chatbooks and Ancestry.
Lauren is a consumer product leader who loves to build and develop teams as much as products. She is currently busy founding a consumer technology product that she hasn’t been able to stop thinking about for years. Most recently, she was the Chief Product Officer at Chatbooks. She joined in 2018 to build a product organization and help the company scale, leading the product development, UX design and research teams to create a subscription product that helped millions of happy customers celebrate their everyday memories. She previously worked on the DNA product experience at Ancestry, which grew from 300k to over 10 million customers during her tenure. Prior to Ancestry, she led product development at Orca Health, a startup focused on building 3D software products to improve the patient experience.
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