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michaelcjoseph's musings#deepdive 06: Lens Protocol
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michaelcjoseph's musings#product 01: New to working in crypto? Start here.
A comprehensive guide to ramping up in your first 3 months.
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michaelcjoseph's musingsGood Products Delight
michaelcjoseph's musings#welcome to my musings
Explore building and investing in the tech frontier with me
michaelcjoseph's musings#deepdive 06: Lens Protocol
Let's see how Lens Protocol onboards users as they claim their handle.
michaelcjoseph's musings#product 01: New to working in crypto? Start here.
A comprehensive guide to ramping up in your first 3 months.
You do not need a good product to make money. As long as users believe your product solves their problem, you can charge for it.
But good products do more than solve problems. They delight.
Delight has a formula. Delight = Reality - Expectations.
Users approach every product with assumptions about the experience. When reality beats those assumptions, they feel something positive. That delta is delight.
This reframes what it means to build a good product. You can't stop at solving the problem. You need to understand what users expect at every step and beat those expectations.
A tale of two wallets
MetaMask and Phantom are both crypto wallets. They solve the same problem.
MetaMask has the most users. It's also not a good product.
Users expect a wallet to show them what they own. MetaMask requires you to manually add every asset. If you don't add it, you don't see it. Users also expect to connect to apps. MetaMask does nothing to help you find or launch them.
Phantom takes a different approach. Open the app and you see everything you own without any extra work. It detects everything you hold across networks. Popular apps are built directly into the wallet.
Same problem. Same user expectations. Phantom beats them. MetaMask does not.
MetaMask succeeded anyway because it launched early and switching wallets is painful. MetaMask has coasted on that inertia. But Phantom's growth shows why delight matters.
Delight through the expectations lens
The formula applies everywhere. A few examples:
Claude Code. When an AI assistant works on a task, you expect to wait in the dark. Is it stuck? Is it thinking? Claude Code shows snippets of its reasoning as it works. You see it making progress. The uncertainty of waiting transforms into confidence.
AdBlock. You expect browser extensions to require setup and configuration. AdBlock removes 90% of ads the moment you install it. No settings, no decisions, no learning curve. It just works.
You do not need a good product to make money. As long as users believe your product solves their problem, you can charge for it.
But good products do more than solve problems. They delight.
Delight has a formula. Delight = Reality - Expectations.
Users approach every product with assumptions about the experience. When reality beats those assumptions, they feel something positive. That delta is delight.
This reframes what it means to build a good product. You can't stop at solving the problem. You need to understand what users expect at every step and beat those expectations.
A tale of two wallets
MetaMask and Phantom are both crypto wallets. They solve the same problem.
MetaMask has the most users. It's also not a good product.
Users expect a wallet to show them what they own. MetaMask requires you to manually add every asset. If you don't add it, you don't see it. Users also expect to connect to apps. MetaMask does nothing to help you find or launch them.
Phantom takes a different approach. Open the app and you see everything you own without any extra work. It detects everything you hold across networks. Popular apps are built directly into the wallet.
Same problem. Same user expectations. Phantom beats them. MetaMask does not.
MetaMask succeeded anyway because it launched early and switching wallets is painful. MetaMask has coasted on that inertia. But Phantom's growth shows why delight matters.
Delight through the expectations lens
The formula applies everywhere. A few examples:
Claude Code. When an AI assistant works on a task, you expect to wait in the dark. Is it stuck? Is it thinking? Claude Code shows snippets of its reasoning as it works. You see it making progress. The uncertainty of waiting transforms into confidence.
AdBlock. You expect browser extensions to require setup and configuration. AdBlock removes 90% of ads the moment you install it. No settings, no decisions, no learning curve. It just works.
Linear. You expect completing a task to feel like checking a box. Linear adds micro-animations when you finish something. A small detail, but it amplifies the satisfaction of getting things done.
Each product identified an expectation and found a way to exceed it.
How to find opportunities to delight
Map every step of your product flow, especially onboarding. At each step, ask:
1. What does the user expect to happen here?
2. What actually happens?
3. Is there a gap, and which direction does it go?
The answers come from talking to users. Don't ask them what they want. They rarely know. Identify the problems and their expectations. Ask them: "What did you expect to happen?" and "How did that compare to what actually happened?"
You are mapping expectations, not just needs. Once you see the map, opportunities for delight become obvious.
Why delight compounds
You do not need delight to make money. In markets with no competition or high switching costs, you can coast on a mediocre product. MetaMask proves that.
But delight is a weapon. Delighted users stick around longer. They tell others. Small moments of exceeded expectations accumulate into loyalty and word of mouth. The returns compound over time.
Linear. You expect completing a task to feel like checking a box. Linear adds micro-animations when you finish something. A small detail, but it amplifies the satisfaction of getting things done.
Each product identified an expectation and found a way to exceed it.
How to find opportunities to delight
Map every step of your product flow, especially onboarding. At each step, ask:
1. What does the user expect to happen here?
2. What actually happens?
3. Is there a gap, and which direction does it go?
The answers come from talking to users. Don't ask them what they want. They rarely know. Identify the problems and their expectations. Ask them: "What did you expect to happen?" and "How did that compare to what actually happened?"
You are mapping expectations, not just needs. Once you see the map, opportunities for delight become obvious.
Why delight compounds
You do not need delight to make money. In markets with no competition or high switching costs, you can coast on a mediocre product. MetaMask proves that.
But delight is a weapon. Delighted users stick around longer. They tell others. Small moments of exceeded expectations accumulate into loyalty and word of mouth. The returns compound over time.
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1 comment
It's fun to consider how to "delight" a user so they get more than expected. I've understood the concept of "under promise and over deliver," but this idea supports consistent feedback loops for consistent "delight." Love it.