Evaluating product quality requires auditing the full end-to-end user journey
Katie Dill · Building beautiful products with Stripe’s Head of Design | Katie Dill (Stripe, Airbnb, Lyft) · Oct 15, 2023 · at 32:47
Katie Dill, Head of Design at Stripe, discusses why evaluating individual features in isolation fails to capture user experience quality.
0:00 / 0:23exact quote · 23.6s
▶ Watch the full episode on YouTube → 720p mp4 · rendered on demand · StarZero watermark
“The user very, very, very rarely just like deals with any aspect of what you build in isolation. There has to be a moment where they learn about it. There has to be a moment where they get to know it. And then there's a moment where they actually decide to use it and then something just changed and now they need to use the, that product in some other way. And so you have to understand it from that point of view to really understand whether or not the quality is there.”
quote is from the automated transcript, cleaned for reading: filler sounds and stutters are removed, nothing is rephrased. names can be misheard (the analysis reads context, assessments check outside sources). how →
More from Katie Dill
Katie Dill: High-performing teams require PMs, engineers, and designers to sit together
“One of the things that I believe has, you know, a necessary part of building a high functioning Organization is that one, you know, building together is important. So like having engineers and product managers and designers be together, have shared goals and a…”
Katie Dill: Product quality directly drives growth, not trades off against it
“I know there's this saying of like, it's growth versus quality, but like, Quality is growth. And if you think about how you can make your product easier to use and more understandable, you know, that will of course drive people to use it and use more of it and…”
Stripe research found 99% of top e-commerce sites have checkout flow errors
“We've done research on the checkout experience in some of the top sites, e-commerce sites. And we found that 99% of the top e-commerce sites have errors in their checkout flow that actually hinder more impactful, more seamless, quicker checkout, and therefore …”
Product teams cannot increment their way to a great holistic outcome
“If you don't know what that is, like, what are the chances that you're going to increment yourself to the right Outcome in the end. And, you know, as I talked about before, like building the house, like you want to see what that picture looks like. In the, you…”
Designers must balance functional community and cross-disciplinary team identities
“You have two t-shirts. You have the design t-shirt and you have the like marketplace t-shirt or whatever, you know, cross-disciplinary team that you work on because both are really important communities to build for slightly different reasons.”