280 characters = Navel Gazing

Twitter’s move to test doubling the character limit of tweets this week can’t help but remind me of internal discussions we used to have 10 years ago at eBay around Item Title length. In hindsight those discussions were pure navel gazing and distracted us from the core issues our business faced. I fear Twitter is doing the same today.

55 Characters

eBay Search Results

eBay Search Results (circa 2008)

In the beginning when Pierre Omidyar built eBay to help his fiancée collect Pez dispensers on eBay (spoiler alert: this was startup lore more than truth) he placed a limit on the number of characters a seller could use in their title: 55 characters. This stuck for a number of years however sellers would often complain that they would like more space to describe their item. As we discussed it internally at the company several reasons emerged as to why it would be a bad idea:

  • It would erode listing fees like adding a second category (doubling listing fees) or adding a subtitle (50 cents). Remember these listing fees made up about a third of eBay’s revenue at that time (balance was final value fees, paypal transaction fees).
  • It would make search results less relevant. eBay at the time worked on a pure title search and so by allowing sellers to add more words would mean some items only tangentially related to the keywords would appear (thru keyword spamming).
  • It would be harder to visually scan. Both the item page and search results would be harder to read with a longer title. In face there was some concern that even the search results loading time would be adversely impacted.

eBay Logo Circa 2008And so it went on. The topic was discussed at length and always controversial. Eventually in 2011 the company decided to expand it to 80 characters to align with Amazon and other online retailers platforms. At that point the search infrastructure had improved tremendously and was able to still provide relevant results. Did it fundamentally change eBay’s business in the end or help in its battle with Amazon? No.

So what’s the big deal for Twitter?

I think the lesson here for Twitter is one of putting heir energy and focus on topics that really matter. For example they should focus on the fact that Twitter is a two-sided marketplace of publishers and readers. Publishers are looking for audience and to get their message out. Readers are looking for interesting topics from the general (celebrities, politicians, news) to the more nitch (product management, design). And yet the way it’s positioned is not nearly that clear–and this 280-char test isn’t helping.

Ironically Medium, who already has a much clearer two-sided value prop and now business model, is doing exactly this.

Getting Products out from under the MIDDLE of the Bell Curve and Exceeding Expectations (SVPMA)

Given the key role Product Managers play in creating the environment for their teams… what must they do to avoid the bell curve of mediocre products that unfortunately are the norm? I shared my perspective as the guest speaker at the SVPMA (Sept 3, 2014) based on my own experiences and other authors/speakers that I trust.

Presenting @ SVPMA

I discussed specific ways to set clear goals and establish the right metrics. Dipping into my eBay days, I shared a little known story of the importance of asking for forgiveness rather than permission in driving innovation that resulted in the launch of the eBay iPhone app.

Some other takeaways from this talk include:

  • How to focus on the right, few, customer adoption metrics (e.g. AAARR). More is often not better and can distract from the main goal
  • How defining your product’s purpose often improves working relationships with designers and engineers so you aren’t left arguing about the “what” or the “how
  • How to avoid getting in the executive micromanagement web especially if they are distracted by the “flavor of the month” or “pet feature” ideas
  • How to drive stealth projects or go through quick business case or product prototyping within a big company.

I was pleased to host the event at Comcast Silicon Valley where I work.

A full review of the talk posted on the SVPMA website.

Why Design Matters – P&G

I recently was invited to speak at P&G headquarters in Ohio on “Why Design Matters”. It was a leadership summit of their Global Business Services division which supports all the brands and employees worldwide. For me it was a great chance to reflect on what aspects I see as critical to design and what can get in the way.

Here are the slides. I plan on adding the audio slidecast soon.
UPDATE 6/15: Slidecast now available.

View more presentations from Preston Smalley.

My next chapter

I’ve decided to wrap up 7 great years at eBay and will be leaving in a couple weeks. I’m proud of the design team I’ve built there and wish them and all my colleagues the very best as the eBay Marketplace completes the turnaround that’s well underway. Since finishing my MBA I’ve been interested in making a more formal transition to product management as well as building experience within a smaller organization.

I’m joining an old friend of mine, Justin Miller, who’s now CEO at Plaxo, to head up the Product Management team as it’s Senior Director. I’m looking forward to joining the leadership team to focus on the renewed vision of building a truly smart, socially-aware, and pervasive address book.

UPDATE 4/30: I’m hiring a Product Manager to head up Plaxo’s growth areas (Position filled) and there is also an opening for a lead designer. If you or anyone you know is interested in hearing more, let me know.

Recent April Techcrunch interview on the future of Plaxo:

What’s on my iPhone

As a product design guy, I try out a lot of iPhone apps however the list of apps I actually use everyday is quite small. To keep things interesting I’ll skip built-in apps like Mail, Phone, and Calendar to focus on 3rd Party apps (especially appropriate as most expect Apple to hit the 1 billion downloaded milestone today).

  1. Facebook App – I find the user experience better than the web version as it seems to get at the essence of enabling me to keep up with what’s going on in my friends lives. It avoids all apps, advertising, and modes that plague the web version.
    What’s missing:
    Enabling me to phone my friends, sync with my phone contacts, and the ability to leverage my location to find my friends. 5/11 Update: All there now.
  2. New York Times App – First, I’m a NYT junkie and I love that I can get my fix while on the go. They’ve done a great job extending the NYT brand into the app and formating the stories for the form factor.
    What’s missing: After several updates it’s still far too unstable. With OS 3.0 I hope they enable the day’s stories to be pushed down to my phone everyday at 5AM–it’s charging and on wi-fi, why not? Finally, I’d like to be able to tweet stories directly from the app.
  3. Mint.com App – As we all tighten out belts, I find it extraordinarily useful to have the pulse of my balance sheet and cash flow on a regular basis. As a mobile extension of the web service, it does a good job summarizing where my money’s coming and going as well as showing me “alerts” when irregular events occur such as a large purchase.
    What’s missing: I’d like to be able to dig into changes in my 401K (chart of how it’s trending, which holdings are up/down), be able to re-categorize transactions, and “predict” my cash flow out a couple months based on past data and budgets. 5/11 Update: Many added.
    12/09 Update: The latest app adds re categorization.
  4. eBay App – I’m glad that with the 1.2 version of the app we’ve finally got a stable version of the buyer experience. I can check on items I’m watching, bid or buy items, as well as do quick price check searches.
    What’s missing:
    Disclosure: the design for this app is on my team so you’ll have to settle for… “stay tuned” 🙂 5/11 Update: While I’m no longer at eBay, the addition of mobile selling and RedLaser is great!
  5. Google App – Enables me to search the web and my contacts quickly–even allowing voice search.
    What’s missing: It needs to search more things on my phone, especially my email. I’d also like the app to expand on results from certain sources (e.g. wikipedia entries) similar to Yahoo Search Monkey so that I don’t have to goto the page. Safari browsing should be built into the app so that it doesn’t need to be separately launched.
  6. Dropbox App (added 02/10) – Syncs my files across both my Mac and PC as well as making them available in the cloud which I can access via the web or thru this iPhone app. Now no matter where I am I can access my key files.
    What’s missing: Search 5/11 Update: Now added.
  7. Twitter App (added 05/11) – Follow the latest news from influencers in my industry. I also use the search feature to stay up-to-date on what people are saying about Plaxo and jump in on the conversation.
    What’s missing: Ability to integrate with my bit.ly account and rank the “search” feature by the influence level of the tweeter.
  8. HipChat App (added 05/11) — An instant messaging client based in the cloud used at Plaxo. It allows you to stay in touch with your co-workers easily and quickly. I receive a push alert any time a message is sent to me.
    What’s missing: I’d like to be able to look back further in time and be signed in on both my phone and my desktop client.
  9. Skyfire App (added 05/11) – A better web browser (than Safari) for your phone. About 70% of the time I have a page not work in Safari it works here.
    What’s missing: Ability to make it the default browser for the phone (Apple’s problem) and making it work with more websites.
  10. Plaxo App (added 05/11) – Okay, I’m biased. But seriously it syncs your contacts over-the-air with the Plaxo cloud which in my case is connected to my Mac, Gmail, and my iPad.
    What’s missing: You’ll just have to wait and see… 🙂

What apps would I like to put on my home page but just aren’t available?

LinkedIn App – The current 1.0 app misses the point and tries to copy Facebook with a news feed approach. What I want is an app that replaces my built-in Contacts app with rich information about everyone I talk with everyday (role, history of previous calls/sms/emails, names for their spouse and kids). When I’m networking with new people, I want to be able to exchange business cards wirelessly (leverage OS 3.0 bonjour). I should be able to look up LinkedIn profiles using just a name and phone number. Finally, I’d like the app to remind me to follow up with key contacts I want to stay in touch with when it’s been too long.
12/09 Update: The 3.0 version of this app shows the LinkedIn Product team is commited to building a solid app. They added the biz card exchange feature and many key features from the website.

Skype App – The current 1.0 app is helpful (especially when traveling to make cheap VoIP calls) but is held back by two key limitations: lack of push events and VoIP only over WiFi. Time will tell if the carriers dial-back on the 3G limitation, but OS 3.0 will enable the Skype app to tell me if someone’s sending me an IM or trying to call me–a huge breakthru.
05/11 Update: Adding VoIP was a big win and I’m now a fan.

TomTom App – My TomTom 300 device is dear friend of mine and navigated me all over Italy. That said, I would part with it if TomTom could provide me with Turn-by-Turn voice directions, rerouting, and offline maps (thus enabling it work anywhere with GPS). It looks like OS 3.0 will enable this now it’s just up to TomTom to come thru with their long rumored app. I’d pay $75 for this one and would sell my device on eBay.
05/11 Update: Love the app and use it EVERYDAY. While it’s pricey ($50 + $20 for traffic) it gets me home 10-15 minutes faster than I would otherwise by finding the best route “right now” based on traffic.

PowerPoint App with Dongle – This one’s simple, I’d like to be able to connect my phone to an LCD projector via a dongle and project a presentation. Why bring a powerful laptop when a simple device like my phone can do the job. This doesn’t have to be built by Microsoft and perhaps the Slideshare or Air Sharing folks might come out with it first–or better yet a micro-projector that does it all.

Fitbit App – I’m on the waiting list for the first fitbit exercise/sleep device now due out early this summer. What would make this experience one better is if I could track what I eat directly on my phone without having to remember later when I get to my computer. It also could show me a summary of key stats (like Mint) which would be interesting to check-in with daily (e.g. how did I sleep last night?).
12/09 Update: I got my FitBit in Nov and after 2 weeks returned it. It didn’t offer much analysis and the sleep tracking feature was not very accurate. Good idea but mediocre execution.

What apps do you use everyday? What apps do you think are missing?

You too can do a “World of Good”

Yesterday eBay launched a new marketplace for buying environmentally friendly and fair-trade goods from all over the world called World of Good.
World of Good Logo

In the same way you know the groceries at Whole Foods are sourced from vendors who practice environmentally sound and labor friendly practices, this site provides a “Trustology” on every seller which helps you as a buyer make a sound choice. By buying goods on this site you know that you’re supporting people making a living wage or artisan’s in the third world proudly practice their craft.

Congratulations to my friend and classmate Robert Chatwani who’s the “founder” and GM for this effort as well as Seema Shah and Myra Liu who led the design of it.

You too can do a “World of Good”

Yesterday eBay launched a new marketplace for buying environmentally friendly and fair-trade goods from all over the world called World of Good.
World of Good Logo

In the same way you know the groceries at Whole Foods are sourced from vendors who practice environmentally sound and labor friendly practices, this site provides a “Trustology” on every seller which helps you as a buyer make a sound choice. By buying goods on this site you know that you’re supporting people making a living wage or artisan’s in the third world proudly practice their craft.

Congratulations to my friend and classmate Robert Chatwani who’s the “founder” and GM for this effort as well as Seema Shah and Myra Liu who led the design of it.  

Job Opening: Interaction Design Manager

At eBay we’re expanding our design team and I’m now looking for an Interaction Design Manager to lead a team of talented designers. 

In the role you’ll design direct your team on their projects from inception to launch enabling them to best meet their user needs and business goals. As we evolve from a mostly static user interface on eBay to more rich and interactive experiences you should champion new front-end technologies (e.g. AJAX, Adobe Flex, MS Silverlight) and broaden the innovation possibilities for our user experiences.

You should identify and implement process improvements and design methodologies that would make the design group more efficient and effective. We expect you to mentor the designers on your team with the goal of enhancing their abilities and helping them achieve a fulfilling career path. Finally, we’re looking for someone who is active in the design community and who is looking to maintain or expand the current role they’re playing thru talks, conferences, and networking.

Contact me if you’d like more information.

eBay To Go

Last month eBay launched a new embeddable widget called eBay To Go which allowed bloggers to add a preview of an item or a search. Now eBay’s expanded that set to include a Seller and Store widget which is pretty cool. This allows eBay’s trading platform to extend to the far reaches of the blogosphere.

Meanwhile my wife has gone on a selling spree after attending eBay Live! last week and now has nearly 20 items for sale. If you’re looking for a great second hand purse or sunglasses look no further than below.