This deck showcases how customer obsession can be used to design innovative products with examples from building products at Amazon.

1. @kintan brahmbhatt
Director, Product & PMO
customer obsession

3. Your job is to talk, but you get paid to listen.

4. 1. Usage metrics
2. Customer feedback
3. Macro trends and competitive benchmarking
Listening posts

5. That was the 101 edition!

6. 1. Hunt for counter-intuitive patterns in metrics
2. Map your product to existing human behavior
3. Seek out and reduce friction
Listening posts: customer obsessed edition

7. 1. Hunt for counter-intuitive patterns

8. amazon’s approach to build products
1. start with the customer and work backwards
2. listening posts

9. “Alexa, Play the latest single by Adele”

10. “Alexa, play U2 from the 80s”
“Playing 80s songs by U2”

11. 2. Map your product to existing human behavior

12. Your job is to talk, but you get paid to listen.

13. “Alexa, play the song that goes
I’ll Be Your Lifeline Tonight”
“Alexa, Play the song that goes
I don’t need dollar bills to have fun
tonight”
“Cold Water by Major Lazer”“Cheap Thrills by Sia”

14. 3. Seek out and reduce friction

15. offline
recommendations:
auto-download a few hours
of recommended music

16. “Good intentions do not work,
good mechanisms do.”
-Jeff Bezos

17. writing enforces clarity
of thought

18. “Start with the customers
and work backwards.”
-Jeff Bezos