Trial & Error

Trial & error has two parts: trial and error. You must accept both before you embark on an experiment. Stand behind both as they happen. Separate yourself emotionally from failure – few experiments in this world have great batting averages. Remind yourself that every action comes with a reaction you often cannot control. Have fun with it.

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Mobile Should Not Port Web (Or Vice Versa)

Cramming the web experience into a smartphone is naïve. Any person with a shred of user interface appreciation should understand that we interact with desktop or laptop computers in very different ways than our phones or tablets. The devices are not directly interchangeable. It amazes me how many designers and companies forget it. Many hop on the mobile bandwagon and try to squeeze every feature into a claustrophobic mess. What’s the point?

I loath Facebook’s latest mobile app. It overwhelms the user with every possible feature from the suite (a collection of nonsense that makes it the slowest and most cumbersome app on my Galaxy Nexus). I do not need access to my pages or Facebook apps; I do not want to curate user groups or manage my friend list. Even events should live outside of the app – preferably in my calendar where they belong. I just need my messages, wall and news feed while I’m on the go. That’s it. Save my processing for something else.

While by no means an elegant app, Wells Fargo keeps things focused by opening with only two options – mobile banking or find an ATM. No offers for loans. No investing or insurance. Just simple tools to manage my money on the go. That’s it. Straightforward, simple and relevant.

On the flip, many mobile-first applications forget that they can approach their mission from a completely different angle via the browser. Instagram, with the mission to “share your life with friends through a series of pictures,” has an irrefutable opportunity to expand photo consumption onto a larger palette. Right now, their website is an embarrassing static splash page. Imagine a stunning and immersive fullscreen browser magazine ripe with friends’ photos, updating live as their world evolves around you. A powerful experience you will never have on a 3.5 inch screen.

Mobile and web can help you approach your core mission from two different angles. The mobile experience should feel immediate, focused, actionable and succinct. The web experience should feel expansive, explorable, comprehensive and open.

Before you port your experience to one device or another, first ask yourself two (rather obvious) questions: (1) What tools do people absolutely need on their phones versus their computers and (2) how would user interaction differ with the same tools on different devices?

Mobile could let you explore all the comprehensive offerings of a cross-platform application if you want to, but the unique-to-mobile (U2M) experience should come first. The Foursquare check-in is a perfect example of a U2M tool that adds to the unique-to-browser (U2B) experience of exploring a map of your data.

More platforms should debate U2M versus U2B and not try to cram a square block into a round hole.

Do Not Charge Fans You Haven’t Earned Yet

I will not pay for your album without hearing it first. I will not buy your book without reading a good chunk of it. I will not spend a dime until I know that it will be a good use of my time. And I’m not alone in this anymore. There’s far too much noise fighting for audience money these days. To stand out, you need to be really talented and really clever. Reviews and popular consensus can help you reach the top. But you have to catch the attention of the people first.

The loyalty of fans goes a long way. I will, however, support artists and brands that have earned my trust over time. I do not think twice before paying for a Sam Mendes film, a Black Keys album, or a Legend of Zelda video game. Over the years, these names have consistently won my affection. But I didn’t pay for them at first. I saw my first Sam Mendes film in a class, heard my first Black Keys song in my brother’s car, and played my first Zelda game in a friend’s basement. Their talent and quality converted me alone. I became a loyal fan for life. The idea of curating loyal fans is not new or revolutionary. Brands as strong as Apple, In-N-Out Burger, and Pixar learned this very early on.

Creating brilliant products is not enough. The challenge is to convert freeloading bystanders into fans willing to pay. The trick is to acknowledge that fans won’t pay for you until you earn their trust. Therefore, the most effective way to develop a following early on is to share your work far and wide for free. Give great content away and audiences will thank you for it. When you have enough fans to scale your brand, start monetizing. Watch the loyalty role in.