Head of Design at Statcounter
Don’t even think about delighting the user until you have the basics covered.
… difference was that executives were strongly supportive of the efforts that were the biggest wins. Great products come from a continuous process of building and refining, not just building and building more.
The sweet spot is right in the middle. Good software is friendly, casual, approachable — but also serious, gracious, and respectful. Just like a pleasant real-life experience you’d have at a local business.