Nasreen Shengal

Matrix places solutions against functional and emotional motivators to label surface, low or deep delight and focus on high-impact ideas.

Apple’s gesture-triggered fireworks caused inappropriate effects in therapy calls, showing need for context-aware delight.

She categorises backlog items into low delight, surface delight, and deep delight to guide investment choices.

A bug adding familiar liked songs increased engagement, teaching that novelty tempered with familiarity drives better metrics.

Buffer emailed the 2 % of inactive paying users offering refunds to build trust and deepen the customer relationship, even at short-term revenue cost.

Nasreen says the best products satisfy both functional needs like booking flights and emotional needs like feeling secure to create an emotional connection.

Suzanne explains why delight work energises product managers.

Nasreen stresses staying sane as a PM by speaking, inviting outsiders, and contributing to product communities.

Nasreen explains step one of her four-step Delight Model—segment users by functional and emotional motivators to design truly standout products.

Rather than convincing, step into leaders’ perspective, find what they value, and link delight work to those goals.

Nasreen says roadmaps should blend deep, surface and low-delight features to create a balanced bouquet of value.

Nasreen cites Rahul Vohra on exceeding expectations.

When an Uber driver cancelled, Nasreen quickly got a refund in two taps, showing how removing friction lifts users from a low-emotion valley.

Nasreen notes it is often easier to spot what frustrates users, so identify emotional demotivators and design features that reduce them.