Hurley was the creator of Youtube and sold it to Google for $1B.
He said, “It’s not about a big or revolutionary breakthrough where we discover this…thing that no one has ever seen before, it’s just about this small detail that’s been overlooked by everyone else.”
Often, the biggest differentiator isn’t completely reinventing something, but finding a slightly better way of doing something.
After all, is an Uber that different from a traditional taxi? Call it, it comes, it takes you somewhere, and you pay by the trip duration. It’s the small details that make it much better—an easier way to request a car, a more streamlined method of communicating your destination and paying, etc.
But of course, the challenge is how we can identify the small details that will make a big difference.
Customer research gives us an opportunity to see those finer details, those user inconveniences that, if fixed, will unlock massive value.
Sometimes, something as simple as an easier-to-understand interface, a better way to search, or a more personalized experience can cause customer satisfaction and revenue to shoot up.