Experience · Chapter 3 of 3
Design one first win
A first win is a small, specific moment where the customer feels the shift you promised.
A first win is not "you are all set up." It is a moment where the customer thinks, quietly, "oh — this is going to work." Design that moment on purpose.
Sometimes it is a single output. Sometimes it is a sentence in the welcome note. Sometimes it is a check-in that arrives on day three, not day thirty, asking one honest question.
Apply this week
- Define, in one sentence, the first win you want every customer to have.
- Work backwards. What must be true in the first week for that win to happen?