I take products apart to reveal the psychologies behind them.
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Getting someone to sign up for points is easy. Getting a reward to actually change what they do is the hard part. These are the teardowns I send to teams building loyalty and incentive programs.
Running the survey is the easy part. How you ask decides what you learn. These are the teardowns I keep sending to product teams before they field one.
Getting my four-year-old dressed and getting Americans to swipe their debit cards turn out to be the same behavioral problem.
Getting someone to sign up is the easy part. Great onboarding installs one key behavior that keeps them coming back. These are the teardowns I keep sending to product teams working on activation.
Two years ago, I told Intuit they could help drive short-term savings in America. They leaned in, we ran the experiment together, and the findings proved we were right.
Getting someone to actually try an AI feature is harder than building it. Usage is the new moat. These are the teardowns I keep sending to product teams about how to close that gap.
Both companies have roughly the same models. One feels like a nicer company.
Buying a World Cup ticket is a hard, expensive decision. StubHub has a few UX tricks that make it much easier.
I’m going to the World Cup! How could I not do a teardown of Stubhub?!
Starbucks is well-known for their loyalty program but it's not too different from all loyalty programs.
