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Y Combinator Startup Class #7 : How to Build Products Users Love (Part 1)

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Slide utilisé dans le cours n°7 de la Y Combinator Startup Class de Standford (http://startupclass.samaltman.com/) donné par Kevin Hale.

Publiée sur slideshare pour pouvoir être intégrée à l'article http://startupeers.co/y-combinator-startup-class-7-how-to-build-products-users-love-part-1/

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Y Combinator Startup Class #7 : How to Build Products Users Love (Part 1)

  1. 1. How to Build Products Users Love
  2. 2. Kevin Hale @ilikevests
  3. 3. Conversion Churn Growth!
  4. 4. W2006
  5. 5. Education Research Real Estate Healthcare Marketing Sales Banking St uden ts Designers Engineers St art up s Non-Profits Small Businesses IT
  6. 6. 676% 29,561% Average Startup $25.3 M Wufoo $118K
  7. 7. We were fanatical about creating meaningful relationships with our users.
  8. 8. New Users :: Dating Existing Users :: Marriage
  9. 9. FIRST! IMPRESSIONS
  10. 10. Homepage Landing Pages Plans / Pricing Login Signup
  11. 11. First Email Account Creation Blank / Starting Interface Login Link Ad Link First Support
  12. 12. atarimae hinshitsu miryokuteki hinshitsu
  13. 13. Resources HTML Email Templates Chimplets MailChimp Research Academy Videos Experts Transactional Email Email on Mobile Devices Email Marketing Field Guide Getting Started With MailChimp MailChimp Mobile How to Manage Your List MailChimp For High-Volume Senders MailChimp International MailChimp Guides Log In Prriicciinngg FFeeaattuurreess Reessoouurrcceess Suuppppoorrtt Blloogg Enter your search ! MailChimp Mobile How to Manage Your List MailChimp For High-Volume Senders MailChimp International How to Use Hairball How To Use Google Analytics With MailChimp How to Select an Email- Marketing Agency Spam Lawsuits Understanding Reports Email Security How To Use Templates MailChimp For Designers
  14. 14. iPhone App Android App Wordpress Plugin
  15. 15. John Gottman
  16. 16. 15 Minutes = 85% 1 Hour = 94%
  17. 17. Everyone fights.
  18. 18. Cost / Billing Users’ Clients Performance Roadmap Others Money Kids Sex Time Others
  19. 19. 100% 10% 7% 5% 1% .3% Website Visitors Signup to Trial Login to Account Active Users Paying Users Staying Users
  20. 20. Software engineers and designers are often divorced from the consequences of their actions.
  21. 21. Before Launch 100% Create Software
  22. 22. Create Software Customer Support Business Crap Crap Hiring Crap Fix Crap After Launch
  23. 23. Responsibility Accountability Humility { Software Development
  24. 24. S D D Support Driven Development
  25. 25. You make everyone do customer support.
  26. 26. Creators = Supporters
  27. 27. 1 Support Responsible Developers and Designers Give the Best Support
  28. 28. The Four Horsemen Criticism Contempt Defensiveness Stonewalling
  29. 29. +500,000 users ~5 million people ~400 issues +800 emails 7-12 minutes
  30. 30. Joe Gebbia
  31. 31. 75.8% 78.1% Emotional State Browser Type
  32. 32. Confused 8% Panicked Angry Excited Upset Worried 44% 4% 22% 11% 12%
  33. 33. 2 Support Responsible Developers and Designers Create Better Software
  34. 34. Direct Exposure Minimum Every Six Weeks At Least Two Hours
  35. 35. Knowledge Spectrum None All Current Target Knowledge Gap
  36. 36. ? What happens when you make everyone responsible for giving remarkable support every single week?
  37. 37. 21,000 15,750 10,500 5,250 Jun-06 Dec-08 Jun-11 Subscribers New Users Downgrades
  38. 38. 400 300 200 100 0 Wufoo Support Requests 4 6 8 10 12 14 16 18 20 22 24 26 28 30 32 34 36 38 40 42 44 46 48 50 52 2 4 6 8 10 12 14 16 18 20 22 24 26 28 30 32 34 36 38 40 42 44 46 48 50 52 2 4 6
  39. 39. RELATIONSHIPS ATROPHY
  40. 40. We made everyone say thank you.
  41. 41. Best Price Best Product Best Overall Solution
  42. 42. Kevin Hale @ilikevests

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