Y Combinator Startup Class #7 : How to Build Products Users Love (Part 1)
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Transcript of Y Combinator Startup Class #7 : How to Build Products Users Love (Part 1)
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How to Build Products Users Love
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Kevin Hale@ilikevests
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Conversion
Churn
Growth!
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W2006
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Education
Research
Real Estate
Marketing
Sales
Banking
Healthcare
IT
Designers
Small Businesses
Non-Profits
Startups
Students
Engineers
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676%
29,561%
$25.3 MAverage Startup
$118KWufoo
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We were fanatical about creating meaningful relationships with
our users.
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Existing Users :: MarriageNew Users :: Dating
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FIRST!IMPRESSIONS
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Homepage Landing Pages Plans / Pricing
Login Signup
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First Email Account Creation
Blank / Starting Interface Login Link
Ad Link First Support
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����� atarimae hinshitsu
����� miryokuteki hinshitsu
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ResourcesHTML Email Templates Chimplets MailChimp Research Academy Videos Experts
Transactional Email Email on Mobile Devices Email Marketing Field Guide Getting Started WithMailChimp
MailChimp Mobile How to Manage Your List MailChimp For High-VolumeSenders
MailChimp International
How to Use Hairball How To Use GoogleAnalytics With MailChimp
How to Select an Email-Marketing Agency
Spam Lawsuits
Understanding Reports Email Security How To Use Templates MailChimp For Designers
Let's Get Social Common Rookie Mistakes How To Create An EmailMarketing Plan
MailChimp for Music
MailChimp For OnlineSellers
MailChimp for Bloggers MailChimp For Churches MailChimp for Nonprofits
Your First Email MarketingProject
Constant Contact SwitchersGuide
How to Use Merge Tags Warning Signs That YourClient Is Spamming
Email Delivery For ITProfessionals
How To Avoid Spam Filters Email Jitsu Love What You Do (ColoringBook)
MailChimp Guides
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About MailChimpJobsStoriesPress ResourcesPress ReleasesIntegration FundBrand Assets
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Mandrill Transactional EmailIntegrations & PluginsMailChimp APIMailChimp Labs
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Contact MailChimpPartner With UsAbuse DeskMailChimp StatusFind an Expert
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Terms of UsePrivacy PolicyCopyright Policy
© 2001-2013 All Rights Reserved. MailChimp® is a registered trademark of The Rocket Science Group
Log In
PricingPricing FeaturesFeatures ResourcesResources SupportSupport BlogBlog Enter your search !
Resources
Transactional Email Email on Mobile Devices Email Marketing Field Guide Getting Started WithMailChimp
MailChimp Mobile How to Manage Your List MailChimp For High-VolumeSenders
MailChimp International
How to Use Hairball How To Use GoogleAnalytics With MailChimp
How to Select an Email-Marketing Agency
Spam Lawsuits
Understanding Reports Email Security How To Use Templates MailChimp For Designers
Let's Get Social Common Rookie Mistakes How To Create An EmailMarketing Plan
MailChimp for Music
MailChimp For OnlineSellers
MailChimp for Bloggers MailChimp For Churches MailChimp for Nonprofits
Your First Email MarketingProject
Constant Contact SwitchersGuide
How to Use Merge Tags Warning Signs That YourClient Is Spamming
Email Delivery For ITProfessionals
How To Avoid Spam Filters Email Jitsu Love What You Do (ColoringBook)
MailChimp Guides
About Us
About MailChimpJobsStoriesPress ResourcesPress ReleasesIntegration FundBrand Assets
Connect With Us
Mandrill Transactional EmailIntegrations & PluginsMailChimp APIMailChimp Labs
Contact Us
Contact MailChimpPartner With UsAbuse DeskMailChimp StatusFind an Expert
Legal Info
Terms of UsePrivacy PolicyCopyright Policy
© 2001-2013 All Rights Reserved. MailChimp® is a registered trademark of The Rocket Science Group
Log In
PricingPricing FeaturesFeatures ResourcesResources SupportSupport BlogBlog Enter your search !
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iPhone App Android App
Wordpress Plugin
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John Gottman
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1 Hour = 94%15 Minutes = 85%
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Everyone fights.
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Cost / Billing Users’ Clients Performance Roadmap Others
Money Kids Sex
Time Others
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10%
100%
7%
1%
5%
.3%
Website Visitors
Signup to Trial
Login to Account
Active Users
Paying Users
Staying Users
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Software engineers and designers are
often divorced from the consequences of their actions.
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Before Launch 100%
Create Software
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Create Software
Customer Support
Business Crap
CrapHiring Crap
Fix Crap
After Launch
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Software Development
Responsibility Accountability Humility{
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Support Driven Development
S D D
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You make everyone do customer support.
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Creators = Supporters
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1Support Responsible Developers and Designers
Give the Best Support
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Criticism Contempt
Defensiveness Stonewalling
The Four Horsemen
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+500,000 users ~5 million people
~400 issues +800 emails 7-12 minutes
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Joe Gebbia
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75.8%
78.1%
Emotional State
Browser Type
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Confused
Angry
Panicked
Excited
Upset
Worried
44%
4%22%
11%
8%
12%
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2Support Responsible Developers and Designers
Create Better Software
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Direct Exposure Minimum Every Six Weeks
At Least Two Hours
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None All
Current Target
Knowledge Gap
Knowledge Spectrum
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?What happens when you make everyone responsible
for giving remarkable support every single week?
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5,250
10,500
15,750
21,000
Jun-06 Dec-08 Jun-11
Subscribers New Users Downgrades
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0
100
200
300
400
4 6 8 10 12 14 16 18 20 22 24 26 28 30 32 34 36 38 40 42 44 46 48 50 52 2 4 6 8 10 12 14 16 18 20 22 24 26 28 30 32 34 36 38 40 42 44 46 48 50 52 2 4 6
Wufoo Support Requests
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ATROPHYRELATIONSHIPS
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We made everyone say thank you.
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Best Price Best Product
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Kevin Hale@ilikevests