Creating great customer experiences is not easy. Doing it consistently, over and over again, year after year is nearly impossible.

Yet, despite these odds….Google continues to build one great experience after another. Here is how they do it

Google is obsessed about creating great user experiences

User experiences are a lot like first impressions.

You get one chance to get it right.

Do it well, and you create a customer for life. Do it poorly, and you might as well kiss that same customer goodbye.

Google understood this dynamic early on.

It’s, very first product — Search — was built on this philosophy.

Search was successful because of its unique user experience

In early 2000, both Google…


If your innovation team is running out of ideas to execute / implement, one way to boost ideas is to take a look at what your competitors are doing.

In our digital age, market research is simply just a click or an app away.

This does three things.

First, it forces us out of our internal bubble. Learning what our competitors are doing, what challenges they are trying to solve for their customers, and how they are going about doing it…provides us with market insight and highlights gaps in our thinking and approach.

Second, by downloading the app and experiencing…


Digital Innovation Lab

Digital transformation is hard. Tried and true approaches never work. On the other hand, a digital innovation lab — if built to decentralize innovation — does work.

Here is how one bank built a digital innovation lab to help it accelerate its transformation journey. And why others are following suit.

Executives are being asked to do the impossible

Digital transformation poses a unique challenge for executives.

Executives are being asked to,

1. Create products, unique experiences and new businesses

2. Fundamentally change the way they operate (innovation, product management, to software development)

3. Build a digitally savvy workforce

And given the dynamic nature of our current environment, they…


When I talk to Chief Innovation Officers (CINOs), more than half of them share with me that their innovation labs are simply not as good as they used to be.

This usually has three causes.

1. Having Too Many Offerings

As your lab grows, it is natural for your offerings to grow as well — both in complexity and sheer numbers.

But at a certain point, having too many offerings starts to hurt. …


Innovation labs are a great way to jump start your digital transformation journey.

But creating a successful lab is not easy.

For a lab to be successful, it must have a laser focus on — who are its key stakeholders, what unique services the lab will provide (i.e value), and how it will measure success.

And in my experience, the best way to start is to begin with a shared vision.

Creating A Shared Vision

A good shared vision consists of two components

  1. A clear definition of why the lab exists, what it will do (and not do), and key metrics
  2. Alignment and commitment…

In order to win in the new digital world, traditional enterprises need to fundamentally redefine the way they think about products

Product Definition

The classic definition of a product no longer works.

In the pre-digital days, a product was simply the sum of all its features and functions. As long as an organization was able to deliver it faster than the competition, they won.

Not anymore. In the digital age, a successful product needs to do much more.

For example, Google Search won, because the founders defined their product as not just being technically superior but also being easy to use and adopt. Experience and design were just as important as the search algorithm.

Similarly, Betterment (Fintech) is able to attract more customers…

Mustafa Kapadia

Mustafa Kapadia is passionate about helping large organizations innovate, create new products, and be agile so that they can win in this digital world.

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