Nothing is more exasperating that someone or something that fails in the same way over and over again.
For example, today, I was reminded of the various houses I have lived in the past. I was at a coffee shop and the internet stopped working. I had to get one of the employees to reset the router. How many times have you had to reset your router? In the past, I’ve lived in places where the router needed to be replaced daily. I’m sure if I spent enough time learning about networking, I would find some issues with the number of people on the network or some interference with my neighbor’s wireless signal. But that’s not my responsibility.
A deep thoughtful customer experience would solve this problem. What problems could my customer face in the future? How can I prepare my product to handle those problems so my customer doesn’t feel frustrated by the technical issues they face? The solution doesn’t need to be complicated. I could be as simple as a remote reset button so I don’t have to dig into the back of the closet where I keep my router.
What problems do you see in the products you use or sell?