Always think about how to delight the customer. When designing a user experience (UX), or doing anything that involves the customer throughout the business, always think of what is best for the customer. Engage with the end-users and find out what they need, then find out what problems they're having and solve them.
The difference between success and failure; when trying to achieve a goal, a hundred failures followed by a single success is still a success.
Without innovation, we will eventually fall behind. “It’s always been done that way” is one of the most dangerous phrases in business. Any kind of innovation, even a small one daily is better than none at all.
Some people accept responsibility that is given to them, which is good, but we can go one step further. It's often better to take responsibility proactively and look for ways we can be useful without always being told what to do.
A bad user interface is like a joke; if you have to explain it, it’s not that great. If something can’t be explained simply, it’s not well understood.
Time is the most precious thing we (and our customers) have because it's limited, so we make it count. This doesn't mean that we rush things, but we look for ways to proactively automate and simplify to save time both now and for the future.
It's important to solve interesting problems, but we must ensure that we're solving real problems which customers are actually experiencing. Making sure we're still solving the real problem means talking to the end-user, a lot.
Important things are those which bring us closer to our final goals, aligning with our principles. Urgency is when something demands your attention now. The two are different, so we should consider carefully when to choose one over the other.
We hire smart people for the good of the company and for the good of the product. Plus, it's more fun to work with smart people. Intelligence is more important than culture fit, but personality is important.
Consistency and attention to detail are very important to us. It avoids confusion and makes it easier to see when something isn't quite right. Often a small mistake on the surface can indicate bigger problems beneath.
We value and encourage communication between the team. Shared information through collaboration and strong relationships are what help us to make better products. Random interaction is a great way to stimulate the flow of ideas.
When customers receive more than they were promised, they are always delighted. We never over-promise, and instead, we work hard to deliver more value than the customer expects.
Intelligent people tend to be humble and open-minded, recognising the mistakes they make daily, seeking to fill in the gaps in their knowledge. We always seek opportunities to learn, no matter how much experience we have.
We know the difference between being thrifty, and being economical with wise long term investments. Being economical is not the same as being cheap. Spend time wisely when trying to save money, because time costs money.