Product quality as an experience

“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

I was able to relate well to his statement, which is visible in terms of user experience when it comes to Apple products. I still remember the day when my mother (60+ year old) was seamlessly able to listen to music from iPod when I handed over to her for the first time, even though she didn’t had any previous idea about using any sort of gadgets. The same was true with iPhone, where I felt immense amount of joy owning it. Till date I don’t think any organizations or products can beat Apple when it comes to the seamless experience of integrating software, hardware and user experience.

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!

2 Replies to “Product quality as an experience”

  1. Spot on! I second your thoughts on getting the best product possible instead of focusing heavily on metrics. Just need a bigger picture of what we are building.

    And WRT to agile and scrum, I have seen people blindly following it without understanding the essence of it.

  2. Very true Sundar. Most of the times I see only one individual who gets the last priority – the customer, which actually prompted me to write this article.

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