Review: Shift

March 10, 2019March 11, 2019 marcabrahamLeave a comment

Having worked on a number of online marketplace products, I’m always curious about other online marketplaces out there. So you might be able to imagine my excitement when I came across Shift, a US-based marketplace for new and used cars. Having bought used cars before, I feel that the used car industry is ripe for disruption and my hunch is that Shift is aiming to do just that.

I can see plenty of room to improve transparency and trust when it comes to buying and selling used cars and I’m keen to learn more about how Shift tries to tackle both areas:

My quick summary of Shift before using it: I expect a platform that enables consumers to discover, compare and buy used cars. Unsure whether cars are bought from dealerships or from Shift directly. Also, wondering whether I can get finance through Shift to help purchase my car.

How does Shift explain itself in the first minute? The landing page of the site shows two women, seated in a car and looking happy. The main strap-line on the site reads “Simplified car buying”, followed by “Great cars. Better prices. Test drives delivered to you.” The main navigation bar in the top right hand corner of the page shows “Financing” as one of the options for people to consider.

How does Shift work? Shift’s “Concierges” deliver test drives to customers on-demand. After a test drive one can arrange finance and purchase the car on the spot. Shift applies three driving principles to its business, as it aims to “bring trust and simplicity to the peer-to-peer used car market”: convenience, value and trust. Shift sees the Concierge as a pivotal actor as part of this experience as it’s the role of the Concierge “to be your guide. It’s not their job to sell you a car, it’s to help you buy one.”

When, for instance, I look at a used Mercedes GLE 350 to buy (see screenshot below), a few things stand out to me:

“No-haggle list price” – So there’s no room for a potential buyer to bring the price down!? From a peer-to-peer perspective, I can see how a fixed price creates a lot of clarity and trust for both parties involved in the transaction, car buyer and seller.

Compare price – I would have loved to compare prices for the specific car I’m interested in. When, however, I click on “Compare” for a a number of different vehicles on Shift’s site, I keep getting a message stating that price comparison info isn’t available.

Mechanical inspection – Would love to learn more about Shift’s process that precedes the mechanical inspection as shown for each model on the site. I deliberately looked for cars that didn’t just have a perfect list, i.e. all green marks, and I found one (see below). This Toyota Prius (2010) has three body related issues. When I click to see details, the three issue are being explained clearly, as well as their impact on both the exterior and the drivability of the car.

Wear & tear photos – For this nine year old Toyota Prius, Shift offers seven wear and tear photos so that I can see clear evidence of the body related issues listed in the mechanical inspection report. I can thus make up my mind – before arranging a test drive – whether I can live with these issues or not.

Having looked into buying car, I now want to see how one can sell a car through Shift:

These three steps involved in selling a car through Shift feel very similar to selling through Vroom:

Get an estimate – Getting a Shift estimate for a car to sell feels pretty straightforward (see screenshot below). My only question is how car sellers can quickly figure out whether they’re getting a good price for their car, and how this estimated price compares to what they could get elsewhere.

How and when do I get paid? Shift will initiate payment to the the car seller at the end of the appointment in which they evaluate one’s car to sell. This approach made me think of real estate platforms such as Opendoor and Nested. These companies will buy your property off you (Opendoor) or pay an advance (Nested) after they’ve thoroughly inspected and valued your home. The comparison with real estate made me wonder whether Shift refurbishes the interior of car or improves the exterior once it has bought the car off you.

Screen Shot 2019-03-11 at 09.18.27.png

Did Shift deliver on my expectations? Yes. Refreshing to see the level of simplicity and transparency into an experience which has traditionally put the (uninformed) car buyer or seller on the back foot.

Related links for further learning:

My product management toolkit (34): product principles

January 11, 2019 marcabrahamLeave a comment

“Values are like fingerprints. Nobodies are the same but you leave them all over everything you do.” Elvis Presley

“Values” – each organisation has got them. Whether they’re explicit or implicit, strong company values underpin everything a business does (and doesn’t do). “Serve Our Users” for instance is a core value articulated in the Google Code of Conduct: “Our users value Google not only because we deliver great products and services, but because we hold ourselves to a higher standard in how we treat users and operate more generally.”

As product managers we use product principles, a clear set of standards and goals that connect company values with the outcomes that we’re trying to achieve, both for customers and our company. Before we look at example product principles, I believe it’s important to cover some terminology first:

Product principles – Specific principles that affect product development and decision-making.
Design principles – Specific principles that drive product design, both in terms of the user interface and the experience. For instance, companies have design principles around their app content or navigation.
General product principles – Those principles which apply to building great products and whicvh are agnostic to company values and apply to every product.

Granted, lots of of people seem to talk about design and product principles interchangeably, but I treat them very much as two distinct concepts. For instance, “we’re always 100% transparent with our users” I see as a good example of a product principle, and one that which subsequently drive the design of the product or service as well as many other aspects of the product. Here are some key things to bear in mind with respect to product management principles:

What to use product principles for? – Product principles can be very valuable at each stage of the product lifecycle, whether the product is at the idea stage or being considered for termination. In my experience, product principles ultimately help with decision making. Questions such as “should we add feature A or B?” or “which channels should we use for this product?”, can all be determined with the guidance of the overarching product principles.
Who should use product principles? – Everybody in the business. Just as much as company values apply to all employees, I believe that product principles work the same. To think that product principles sit exclusively within the domain of a product person feels limiting. People across the business are involved in the product and should therefore at least be aware of the product principles.
What do good product principles look like? – In essence, good product principles should (1) link closely to the overall company mission and values (2) be concrete enough to enable decision making (3) be easy to remember and (4) be specific enough within the context of customer outcomes. For example, at ecommerce platform Shopify the mission is “to make commerce better for everyone, no matter where they’re located or their level of experience.” From this mission statement, Shopify has derived its (product) principles: (1) put merchants first (2) empower but don’t overwhelm (3) build a cohesive experience and (4) be polished but not ornamental.

Taken from: https://polaris.shopify.com/guides/principles

Main learning point: Whilst I appreciate that values, design and product principles are often being talked about in the same breadth, I do recommend looking at product principles as its own concept. Well defined product principles can add a lot of value to product development and collaboration throughout the product lifecycle.

Related links for further learning:

What product managers can learn about Design Systems

September 7, 2018 marcabraham1 Comment

What makes a good product? What makes a well designed product? A few years ago, I learned about design principles and how principles such as “not getting in the way (of the user)” and “content first” can drive product design. Imagine my initial confusion and intrigue, as a non-designer, when I first heard about a “design system”. Chris Messina – former designer at Uber – has come up with a useful definition of what a design system is:

“Design systems provide a convenient, centralized, and evolving map of a brand’s known product territories with directional pointers to help you explore new regions.”

Later, Messina went on to add that “Design never was just how it looks, but now it’s also how it sounds, how it speaks, and where it can go.” Apart from capturing how brand and product communicate, look and feel, a design system is also a critical component when it comes to scale. Just take this statement by Vikram Babu – product designer at Gigster – for example:

“The problem facing design today isn’t a shortage of skills or talent but that design doesn’t scale when you move from a few screens of designed components to a platform of developed patterns where adding people only complicates the problem… hence design systems.”

The key thing I learned about the value of design systems is that they intend to go beyond just a collection of design elements. Typically, companies will have a style guide. However, more often than not these style guides contain a bunch of design elements or patterns, but not create a fully comprehensive design language or tone of voice, as Nathan Curtis – owner of the EightShapes design firm – explains:

“A style guide is an artefact of the design process. A design system is a living, funded product with a roadmap & backlog, serving an ecosystem.”

This raises the question how one goes about creating a design system. Some things that I’ve learned in this respect:

Before you get started

What’s your company vision look like? And is mission?
Which problem is your company looking to solve and why? For whom?
What are the company values which underpin your company culture, product and service?
What problem(s) are we trying to solve through the design system? Why?
What’s the desired impact we expect the design system to have on the way we work?

Getting started

What does the current design and design look like? What works and what doesn’t? Identify the gaps.
Define some underlying design principles, which underpin a fluid and developing ‘design ecosystem’ (see Airbnb as a good example; Fig. 1 below).
Create a visual design language, which comprises a number of distinct but ever evolving components (I loved Adobe’s Nate Baldwin breakdown of some of these components; see Fig. 2 below). Common components of a visual design language are: colour, typography, iconography, imagery, illustrations, sizing and spacing.
Create a User Interface and pattern library.
Document what each component is and how to use it.

Fig. 1 – Airbnb design principles – Taken from: https://airbnb.design/building-a-visual-language/

Unified: Each piece is part of a greater whole and should contribute positively to the system at scale. There should be no isolated features or outliers.
Universal: Airbnb is used around the world by a wide global community. Our products and visual language should be welcoming and accessible.
Iconic: We’re focused when it comes to both design and functionality. Our work should speak boldly and clearly to this focus.
Conversational: Our use of motion breathes life into our products, and allows us to communicate with users in easily understood ways.

Fig. 2 – The foundation of creating a Visual Design Language by Nate Baldwin – Taken from: https://medium.com/thinking-design/what-is-a-design-language-really-cd1ef87be793

Clearly defined semantics (and no, “error”, “warning”, “success”, and “info” aren’t nearly enough)
Thorough and mature mapping of core elements of design with clear purposes and meanings
A solid family of UI components and patterns that effectively support the semantics, and use design elements (based on theirmeanings) to support the meaning of the components
Thorough, comprehensive documentation about the visual communication system

To make this a bit more concrete, I’ll look at three good examples of design systems, by Google, Bulb and Salesforce.

Google Material Design

Bulb

Salesforce Lightning Design System

Main learning point: It’s important for product managers to understand what a Design System is and the purposes it serves. Even if you’re not directly involved in creating or applying a Design System, it’s key to understand your company’s design language and how it applies to your product.

Related links for further learning:

App review: Forest

August 29, 2018 marcabrahamLeave a comment

My quick summary of Forest before using the app – I think I first heard Nir Eyal, who specialised in consumer psychology, talk about Forest. Given that Nir mentioned the app, I can imagine Forest impacts people behaviour, helping them achieve specific outcomes.

How does Forest explain itself in the first minute? – “Stay focused, be presented” is Forest’s strap line which I see first. This strap line is followed swiftly followed by a screen that says “Plant a Tree” and explains that “Whenever you want to focus on your work, plant trees.” This suggest to me that Forest is an app which aims to help people focus on their work and eradicate all kinds of distractions.

How does Forest work? – The app first explains its purpose in a number of nicely designed explanatory screens.

After clicking “Go”, I land on a screen where I can adjust time; presumably the time during which I want to focus and avoid any interruptions.

I set the time at 10 minutes and click “Plant”. I love how, as the time progresses, the messages at the top of the screen keep alternating, from “Don’t look at me!” to “Don’t look at me!” to “Hang in there!” Nice messages to help keep me focus and not fall prey to checking my phone. At any stage, I can opt to “Give up” which presumably means that the tree that I’ve been planting – through staying focused – will be killed.

I’m motivated to see this through and plant my first tree. When I complete my 10 minutes of uninterrupted time, I expect to see a nice tree right at the end of it. Try and imagine my disappointment when I don’t see a tree but instead am encouraged to create a Forest acount

Did Forest deliver on my expectations? – I can see how Forest helps people to focus and avoid checking their phone constantly. Just want to explore the gamification element of the app a bit more.

Michael Margolis: “user research, quick and dirty” (2)

June 27, 2018August 20, 2018 marcabrahamLeave a comment

I wrote earlier about Michael Margolis’ Startup Lab workshop, in which he teaches attendees about “User research, quick and dirty”. Michael Margolis, UX Research Partner at Google Ventures covers user research topics such as user interview types and getting to the right learnings. He also offer a number of practical tips with respect to recruiting users and how to best conduct user interviews:

Recruiting users

Margolis mentions that recruiting 5 people to get feedback from is often sufficient, especially when you’re doing usability testing. He does stress that it’s worth the effort recruiting these people selectively and carefully, as this will help generate better results and avoid wasting time. Creating a simple participant screener document or survey is a good way to recruit the ‘right’ users (see an example in Fig. 1 below).

Fig. 1 – Ethnio.io screen survey example – Taken from: https://www.nngroup.com/articles/live-intercept-remote-test/

Margolis lists a number of very helpful questions to feed into your screener document, in order to engage with the right users (and exclude those that aren’t right):

Users to include

Who do you want to want to talk to?
What exact criteria will identify the people you want to talk to?
What screening questions will you ask? (questions shouldn’t reveal “right” answers)

Users to exclude

Who do you want to want to exclude?
What exact criteria will identify the people you want to excliude?
What screening questions will you ask? (questions shouldn’t reveal “right” answers)

Conducting a user interview

Fig. 2 – Arc of a typical user interview, by Michael Margolis – Taken from: https://library.gv.com/the-gv-research-sprint-finalize-schedule-and-complete-interview-guide-day-3-b8cddb8f931d

The representation of the user interview in the form of an arc, I probably found the most helpful aspect that Margolis (see Fig. 2 above). This arc really helps in structuring an interview, identifying the appropriate sequence of activities during the interview.

Main learning point: User research doesn’t have to be complicated, super time consuming or overly expensive. A huge thanks to Michael Margolis for sharing such a wealth of very useful and practical user research insights!

Related links for further learning:

Michael Margolis: “user research, quick and dirty” (1)

June 26, 2018 marcabraham1 Comment

Why do I keep coming across businesses that struggle to engage with their (prospective) customers, to learn about their needs and behaviours? Too often for my liking, I hear comments like:

“Marc, we’re a startup, we don’t have the time and budget to do customer research!”

“I’m not allowed to talk to customers.”

“In my old place, we used to have a dedicated user research team and they’d just give me their research report on a platter, after them having spoken to users.”

It therefore felt quite timely when a colleague pointed me in the direction of Michael Margolis, UX Research Partner at Google Ventures. Back in 2013, Margolis delivered a great Startup Lab workshop in which he covered the ins and outs of “User research, quick and dirty”. The recording of the 90 minute workshop is available on YouTube and you can find Margolis’ slides here (see also Fig. 1 below).

Fig. 1 – Michael Margolis’ Startup Lab workshop: “User Research, Quick ‘n’ Dirty” – Published on 26 February 2013 on https://youtu.be/WpzmOH0hrEM

I watched Margolis’ workshop in full and these are my main takeaways:

Seeing through users’ eyes

Margolis started off his session by talking about the importance of continuously learning about users, seeing things through their eyes. In a subsequent Medium post, Margolis writes that in his experience, startups will typically use UX research to achieve one of these objectives:

Improve a process or worklflow
Better understand customer shopping habits
Evaluate concepts
Test usability
Refine a value proposition

Two types of user interviews

It’s great to hear Margolis making a distinction between two types of interviews:

Usability: A usability interview is all about learning whether users can actually use your product and achieve their goals with it. Can users do it? Can they understand it? Can they discover features?
Discovery: Discovery type user interviews tend to be more contextual, and delve more into the actual user. Who? Where? When? Why? How? All key questions to explore as part of discovery, as well as the user’s existing behaviours, goals, needs and problems.

Margolis then talks about combining the two interview types and highlight two sample questions to illustrate this combination:

“How do you do things now?”

“How do you think about these things?”

The distinction between “usability” and “discovery” isn’t just an artificial one. I love Margolis’ focus on objectives, acknowledging that objectives are likely to vary depending on the type of product, its position within the product lifecycle and the learnings that you’re looking to achieve. I’ve found – at my own peril – that it’s easy to jump straight into defining user tasks or an interview script, without thinking about your research objective and what Margolis calls “North Star questions” (see Fig. 2 below).

Fig. 2 – Michael Margolis’ 5 studies startups needs most- Taken from: https://library.gv.com/field-guide-to-ux-research-for-startups-8569114c27fb – Published on 5 May 2018

Margolis provides some very useful pointers about discovery and usability questions, which you can use to create a research plan and an interview guide:

Sample discovery questions – as suggested by Michael Margolis:

What are users’ behaviours, attitudes and expectations towards the product?
Who are the key user groups? What are their needs and behaviours?
What are the pros/cons of different designs? Why?
What are the pros/cons of competitor products?
How are people using existing/competitor products? What features are mots important and why?
What barriers hinder users from adopting <product>?

Sample usability questions – as suggested by Michael Margolis:

Can users discover feature X?
Are users able to successfully complete primary tasks? Why (not)?
Do users understand feature X? Why (not)?

In a similar vein, I believe it’s important to distinguish between problem and solution interviews. There’s a risk of your customer insights becoming muddled when you mix problem and solution interviews, especially if you alternate problem questions with solution questions.

In a problem interview, you want to find out 3 things:

Problem – What problem are you solving? For example, what are the common frustrations felt by your customers and why? How do their problems rank? Ask your customers to create a top 3 of their problems (see the problem interview script in Fig. 1 below).
Existing alternatives – What existing alternatives are out there and how does your customer perceive your competition and their differentiators? How do your customers solve their problems today?
Customer segments – Who has these problems and why? Is this a viable customer segment?

Fig. 3 – Outline of a problem interview script – Taken from: Ash Maurya – “Running Lean”

In a solution interview, you want to find out 3 things:

Early adopters – Who has this problem and why? How do we identify and engage with early adopters? (see Fig. 3 below)
Solution – How will you solve their problems? What features do you need to build as part of your solution, why?
Pricing/Revenue – What is the pricing model for your product or service? Will customers pay for it, why?

Fig. 4 – Outline of a solution interview script – Taken from: Ash Maurya – “Running Lean”

Main learning point: In his Startup Lab workshop, Michal Margolis, drops a lot of very valuable tips on how to best keep customer research quick and simple, whilst still learning the things about your customer and/or product that you’re keen to learn. So much so that Michael Margolis’ tips warrant another blog post, which I’ll share soon!

Related links for further learning:

Product review: Rocket Mortgage’s Instant Mortgages

June 18, 2018 marcabraham1 Comment

Can the whole process of getting a mortgage made a lot easier!? Whether you’re looking to buy a home or refinance your current one, the mortgage process can be a real pain in the neck: slow, stressful and opaque. Given the emergence of players such as Trussle, Habito – both UK-based online mortgage brokers – and my professional interest from leading product at Settled, I’m keen to explore this further.

Let’s start with a look at Rocket Mortgage, an “instant mortgage” product by Quicken Loans.

My quick summary of Rocket Mortgage before using it: I expect a product that makes it very quick and easy for a me as a consumer to apply for a mortgage.

How does Rocket Mortgage explain itself in the first minute: “You May Be Surprised to See How Much You Can Save – Can’t Hurt to Look” and “We’ve Reinvented the Mortgage Process to Put the Power in Your Hands” are two strap-lines on Rocket Mortgage homepage that stand out to me. Both lines are ‘above the fold’ and do make me curious to learn more about what Rocket Mortgage does (differently) to established mortgage providers.

How does Rocket Mortgage work? Mortgage applicants can submit their personal and financial information online (“Share Your Info”), and they receive a mortgage quote in return. This initial quote can be reviewed and customised to meet one’s personal needs and circumstances (“Explore Your Options”).

Let’s look at the individual steps in more detail:

User answer pre-approval questions

To apply for a Rocket Mortgage loan, you’ll first need to create an account by entering your name and email address, followed by choosing a password. Once you’ve clicked the “Save & Continue” button, you’ll be presented with a number of questions about your personal situation, both from a personal and a financial point of view:

User uploads personal assets

Rocket Mortgage will connect to your bank account(s) and your asset information will then be uploaded automatically onto the platform. You can then update the information or remove assets from consideration from your mortgage application, , after the boxes have been auto-filled. With the advent of PSD2 and open banking, I expect loads of US mortgage lenders and startups to enable a similar synchronisation with a user’s personal accounts.

If you have any other financial assists, like investments in shares via platforms such as Betterment and Wealthify, you will need to enter this data manually as well as related documents. The same applies to Rocket Mortgage requiring you to enter specific info to be able to generate a personal credit report and score. In future, I expect platforms like these to seamlessly integrated with credit score companies like Experian and Equifax.

User explores options

User obtains a mortgage rate

Once you’ve locked down a mortgage rate, there’s a separate Rocket Mortgage online tool which lets you finalise the mortgage.

Who else is doing this? I had a brief look at “mello”, the digital loan platform by loanDepot, and the product and its experience feels quite similar to Rocket Mortgage. In the UK, Molo is a new player on the scene, promising to “reimagine mortgages.”

Main learning point: It’s clear for everyone to see that these players are aiming to make the experience of applying for a mortgage as intuitive, transparent and quick as possible.

Related links for further learning:

As I learn …

This site is about everything digital, giving an update on new things as I learn

Tag: design

Review: Shift

My product management toolkit (34): product principles

“Values are like fingerprints. Nobodies are the same but you leave them all over everything you do.” Elvis Presley

What product managers can learn about Design Systems

App review: Forest

Michael Margolis: “user research, quick and dirty” (2)

Michael Margolis: “user research, quick and dirty” (1)

Product review: Rocket Mortgage’s Instant Mortgages