🐭 What can Disney teach to Product Managers? / PM Snacks #37

Olivier Courtois
Jun 8 · 3 min read

1️⃣ Product Management — play it like Walt Disney
Apr 2021 • 8 min read • #execution #inspiration
I love articles like this that draws inspiration from other fields. On a similar note, I highly encourage you to read the book Creativity Inc on the story of Pixar (a book that impacted me a lot). You’ll discover:
- There weren’t administration buildings in Disneyland. Walt wanted the employees to operate the park by being with the clients & observing them in order to improve the experience as much as possible
- Why they work so much on creating an emotional bond with their clients (like Apple for example). And how it helps in creating loyalty (Disney + has already 100M subscribers)
- How coaching has always been part of their operational system. A few years after starting his studio, Walt created a school to help his animators step up & specialise.

2️⃣ Customer Problem Stack Ranking
Apr 2021 • 5 min read • #userresearch #mustread
We all know that biases are common when doing user research and avoiding them is difficult. One mistake I’ve made multiple times is to ask a leading question when I wanted to focus on the specific problem I had in mind. For example: “tell me more about XXXX. Do you experience any issue? Etc.”. The issue with doing that is that you anchor the user on this specific item (= the answer ends up being out of proportion). Instead you should use the CPSR. Believe me, it will save you months of work!

3️⃣ Adding Friction in Your Product
Mar 2021 • 5 min read • #strategy #ux
I talked in the first edition of this newsletter about the importance of adding frictions (article 1). In this new article you’ll find a framework with several reasons when you should do it:
1/ Protective frictions to protect your users from a destructive action (from the deletion confirmation to gmail undo send mail)
2/ Engineered credibility to show off the level of personalisation (adding a fake loading time when you do a security check)
3/ Illusion of immediacy to reduce perceived time (that’s why you have to walk in an airport before getting your luggage)
4/ Value Added friction to capture only committed users (by adding a paywall before you can test the app)

4️⃣ Tiny Wins
Jan 2018 • 9 min • #ux
A tale of tiny changes that delights users & drives word of mouth. It’s a good reminder that you sometimes need to go off road in your prioritisation to focus on tiny things that could have an impact, not because you anticipated it, but because you had a conviction. Coming back to the article 1️⃣, you can use it to add personality or create a bond. Think: Netflix when they added the “Skip the intro” button or Google Chrome with the speaker icon on the tab that makes sound!

I’m Olivier Courtois, a product maker for 10y+, currently freelance, coach& Startup advisor, former VP Product comet & Product Director ManoMano.

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Product Management Newsletter by Olivier Courtois

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