Chat with Jared Bauer, Customer Researcher at GitHub
Measuring Product Delight in Technical Products
Jared Bauer’s transition from an information science researcher to a customer researcher at GitHub offers a profound perspective on measuring product delight, especially in technical products. His academic work at the University of Washington in distributed cognition and context-aware systems has been instrumental in shaping his understanding of user interactions within their environments, forming a solid foundation for creating products that resonate deeply with users.
In his article, “What to measure and how to measure it during a beta,” Jared introduces the DUUF metric, encompassing four key measures: delight, usability, utility, and fit. This framework is particularly insightful during the beta phase, as it provides a structured approach to evaluating the functional facets and emotional facets of a product.
An image of GitHub’s Projects Beta Reference
To effectively measure delight during the beta phase, it’s essential to gather qualitative and quantitative data. Surveys and feedback forms can capture users’ emotional responses, while analytics can track engagement levels and feature adoption rates. Metrics such as the NPS and CSAT are valuable tools in quantifying user delight. Additionally, employing a hedonic scale can help gauge the degree of pleasure users derive from the product. By analyzing this data, product teams can identify areas that resonate with users and those that require refinement.
Focusing on the delightful aspect, Jared emphasizes the distinction between deep delight and surface delight. While many products rely on superficial features such as confetti animations to elicit temporary pleasure, Jared advocates for a more substantial approach. At GitHub, this philosophy is embodied in the “beyond confetti” approach. This approach acknowledges that while celebratory elements have their place, true delight arises from a foundation of accessibility, utility, and robust usability. This means that delight should be an integral part of the product’s core experience, instead of an afterthought.
This approach to delight is relevant in the technical space in which GitHub operates. Developer tools have historically been notorious for their challenging user experiences, often described by Jared as “being thrown to the wolves.” GitHub’s success in this space stems from its commitment to user-centered design, making complex technical tasks more approachable without sacrificing functionality.
Jared’s concept of “slices” in product development offers a practical framework for embedding delight from the outset. Each slice represents a vertical segment of the product, encompassing all layers of the user experience, from fundamental functionality to surface-level polish. This methodology ensures that delightful elements are not merely superficial additions but are woven into the very fabric of the product. By delivering complete, albeit simple, experiences in each slice, teams can avoid the pitfall of presenting users with perfectly engineered components that lack holistic value.
In essence, measuring and cultivating delight in technical products necessitates a comprehensive understanding of user context and a commitment to integrating delight into every facet of the product. Jared Bauer’s insights serve as a reminder that true product delight transcends decorative elements, demanding a holistic approach that addresses functional needs as well as emotional satisfaction. In the complex landscape of technical tools, this balanced strategy isn’t just advantageous, but is essential for creating products that users not only use but also genuinely appreciate.
The full interview and more stories about delight are available in the Product Delight book. You can get your copy on Amazon Now.