Product Delight Book – By Nesrine ChanguelIn this BONUS episode we explore the book by Nesrine Changuel: ‘Product Delight – How to make your product stand out with emotional connection.‘ In this conversation, we explore Nesrine’s journey from research to product management, share lessons from her experiences at Google, Spotify, and Microsoft, and unpack the key strategies for building emotionally resonant products that connect with users beyond mere functionality.
The Genesis of Product Delight
“I quickly realized that there is something that is quite intense while building Skype… it’s not just that communication tool, but it was iconic, with its blue, with ringtones, with emojis. So it was clear that it’s not just for making calls, but also to make you feel connected, relaxed, and part of it.”
Nesrine’s journey into product delight began during her transition from research to product management at Skype. Working on products at major companies like Skype, Spotify, and Google Meet, she discovered that successful products don’t just function well—they create emotional connections. Her role as “Delight PM” at Google Meet during the pandemic crystallized her understanding that products must address both functional and emotional user needs to truly stand out in the market.
Understanding Customer Delight in Practice
“The delight is about creating two dimensions and combining these two dimensions altogether, it’s about creating products that function well, but also that help with the emotional connection.”
Customer delight manifests when products exceed expectations and anticipate user needs. Nesrine explains that delight combines surprise and joy—creating positive surprises that go beyond basic functionality. She illustrates this with Microsoft Edge’s coupon feature, which proactively suggests discounts during online shopping without users requesting it. This anticipation of needs creates memorable peak moments that strengthen emotional connections with products.
Segmenting Users by Motivators
“We can discover that users are using your product for different reasons. I mean, we tend to think that users are using the product for the same reason.” Continue reading BONUS: Nesrine Changuel shares how to create product delight through emotional connection!
