“It’s in Apple’s DNA that technology alone is not enough — it’s technology married with liberal arts, married with the humanities, that yields us the result that makes our heart sing and nowhere is that more true than in these post-PC devices,” – Steve Job’s statement during iPad 2 release
Purely taking a software view, I could say the excellent user experience achieved because of the high quality software. Professionally I have been handling multiple software programs and projects, mainly focusing on quality which has multiple elements like quality control, quality assurance and metrics based project management. Often as a project manager, one gets into so much bogged down in meeting project metrics, often customer and his experience goes out of window. For example, having a lower priority defect in user interface v/s higher priority defect in corner case scenario resulting in device crash. From the defect density or defect index perspective, it will look better to have lower priority defect open but imaging the impact of it from user perspective.
In such cases I feel metrics based project management should be abandoned and quality should take user experience route. All design and measurement mechanisms for project should be attuned to ensure users get a great experience, which is what Agile or Lean software development is trying to advocate. Perpetual beta, demo releases, iterative development are better ways to do this I also wonder what Apple should be doing in their software development method to ensure such a high quality with on time releases.
After all no customer talks about defect density while using iPhones!