A few weekends ago, I was catching up on the news and read about the thousands of runners finishing the last mile of the Boston Marathon. Running the last mile was a symbol of respect for the victims of the tragedy in April and the resilient spirit of a city and nation. As I was reading through the runners’ quotes in the story, I reflected on the importance of persevering and running all the way to the finish in my life and in my work.
I have always thought (and mentioned in a previous post) that the creation of great products is more akin to running a marathon than a series of sprints (no pun intended). Truly successful products and services go the distance and make sure that the promised value is actually delivered and realized by the end user. It is this focus that turns a product (technology + ideas + promises) into a solution (tangible value that customers would pay for).
As a product manager living in the San Francisco Bay Area, I have the privilege of meeting a lot of product people and discussing product strategies and challenges. Almost always I see a crisp definition of the problem that needs to be solved and a detailed description of the virtues of the product. However, more often that not, it becomes apparent that the product as-delivered does not really solve the problem unless the customer has specific abilities or skills, which may be difficult to possess or acquire. At this point the conversations get interesting and the big a-has come from working out how to turn capable products into a tangible solutions – charting out that last mile.
So when I stopped to reflect about an example that showed a clear understanding of the importance of running to the finish line, I landed on my recent experience with Amazon Locker. It takes the e-commerce experience literally to the last mile and makes sure that customers receive their purchases without having to worry about someone stealing the package or having to wait around for the UPS guy. Since I live in a condo building in an urban downtown, my deliveries sometimes have a tendency to find legs and disappear. Amazon Locker comes to the rescue; it’s a secure, single-use post office box at a convenient location (half a block from my building) to pick up packages… brilliant! Amazon’s obsession with operations is well known so I am not surprised that they thought about their ‘product’ as being all the pieces that need to come together for the customer to realize the value (quick, secure delivery of the package) of an online purchase.
There’s no doubt that creating amazing products requires an obsessive attention to detail. And, it seems like the most important of these details is the series of events that need to happen for customer to actually realize the promised value of the product… and the probability of these events happening in the real world. A good reminder that at the end of the day, it’s all about customer outcomes not products, and the persistence to make those outcomes happen – here’s to running that last mile.