A 4-step framework for building delightful products | Nesrine Changuel (Spotify, Google, Skype)

In this episode of Lenny's Podcast, Lenny interviews Nesrine Changuel, a product leader, about her pragmatic framework for building delightful and retentive product experiences. Nesrine defines delight as creating products that serve both emotional and functional needs, emphasizing that it's a differentiator, not a luxury. She introduces a four-step "Delight Model" involving identifying user motivators (functional and emotional), converting them into product opportunities, identifying solutions using a "delight grade" matrix (surface, low, and deep delight), and validating ideas with a checklist to ensure user and business impact, feasibility, familiarity, and inclusion. Nesrine shares real-world examples from her experiences at Skype, Spotify, Google Chrome, and Google Meet, as well as from companies like Apple and Airbnb, to illustrate how to systematically approach building delightful products and avoid low-impact "confetti features." The conversation also explores the role of delight in B2B versus B2C contexts and offers advice on gaining buy-in from leadership and prioritizing delight initiatives.