Jason Putorti

Curious about customer behavior? Use data. When it comes to digital products, web and mobile analytics tell us exactly what customers do. Even if customers say they would never, ever, ever buy rainbow suspenders for their avatar, we just never know what people will do when we’re not watching. Better to trust the data and see what people actually do rather than trust what they say they’ll do. Making decisions about product quality? Use instinct. To build quality into a product, you have to pay attention to hundreds of details like crafting clear help content or moving that button 3 pixels to the left. None of these small changes individually would prove worthwhile with data. But taken together, they create an overall impression of quality — a halo effect that improves a product in many ways. So when wondering how much time to spend on the details, designers should trust their instincts. Deciding between a small set of options? Use data. There’s nothing like an A/B test for making an incremental, tactical improvement. When trying to pick the just-right words for a homepage header, there’s little to be gained in arguing over the right copy. It’s better to test a few versions and pick the right one based on data. The key is to measure the metrics that really matter to the business longer term (such as signups, purchases, or user retention) instead of just measuring clicks. Concerned with long-term impact? Use instinct. A good reputation takes years to build, but just one bad experience can destroy it. So when balancing between tactical easily measurable goals like more clicks, and long term goals like trustworthiness, it’s essential to listen carefully to one’s instincts. And if those instincts need a little boost, get curious: go out in the world, talk to people, and gather data. From Should Tech Designers Go With Their Guts — Or the Data?

One of the things we hit upon was the quality of a host.  That is, the role of the architect, or the designer, is that of a very good, thoughtful host, all of whose energy goes into trying to anticipate the needs of his guests—those who enter the building and use the objects in it.  We decided that this was an essential ingredient in the design of a building or a useful object.