Building a great product relies on two fundamental principles. The first one is analytical: measuring any significant action in detail and thoroughly understanding what users do (or don’t). The analytical aspect must be balanced by an equal degree of an emotional aspect: how to make users relate to your product and love it, how to get them excited and even laugh.
In the case of most ‘real world’ products, unlike programs and applications, this was already understood decades ago. Take cars for example. On the one hand, they should obviously function mechanically and drive well, but it is equally important for a car to have an emotional effect, whether it is making the owner feel like the perfect dad who takes the utmost care to secure his family’s safety, or like a young rebel embarking on an adventure. For some reason, while almost every conceivable product has an emotional experience, it remains rare to find software products which, besides being functional, also make us feel something.