How to Build Products Users Love with Kevin Hale (How to Start a Startup 2014: Lecture 7)

TL;DR

Kevin Hale argues that building products users love requires treating new users like dating (focus on first impressions and enchanting quality) and existing users like a marriage (invest in long-term relationship through customer support).

Key insights

• Growth is a function of conversion rate and churn; the gap between them determines growth speed. A 1% increase in conversion is mathematically identical to a 1% decrease in churn, but reducing churn i
• First impressions extend beyond the homepage: the first email, login, error page, customer support interaction, and documentation are all "first moments" that can enchant users.
• Japanese quality concept: atareme hinsatsu (taken‑for‑granted quality/functionality) must be in place before adding midokuteki hinsatsu (enchanting quality). Never add wit or whimsy if basic functiona