The 'move fast and break things' mantra is often counterproductive to scalable growth. True innovation and experimentation require a structured framework with clear guardrails, standards, and measurable outcomes. Governance enables scale; chaos prevents it.
In a business with a buyer and a separate end-user, it's easy to over-optimize for one. Moonpig avoids this by focusing its North Star on the entire experience: 'creating a moment that matters.' This ensures all parts of the journey, from purchase to unboxing, are cohesive.
Building a culture of 100% team empowerment is dangerous. Commercial realities mean top-down directives are inevitable. If the organization isn't culturally prepared for this, it will grind to a halt when that moment arrives, causing widespread dissatisfaction.
Honesty alone is insufficient for leadership because day-to-day realities can be volatile. Effective leaders provide stability by being consistently honest. This creates a predictable environment, manages expectations, and allows team members to know exactly what they are signing up for.
To introduce advanced technology without alienating its broad user base, Moonpig framed generative AI within a simple, familiar concept: 'AI stickers.' This approach drove massive adoption by making the feature feel magical and intuitive, rather than complex and technical.
When leading functions outside your core expertise (e.g., product leading tech and data), credibility cannot come from having answers. Instead, it's built by consistently asking open-ended questions to deeply understand the team's challenges. This approach prevents solutionizing and fosters trust.
Don't treat AI as merely a product feature or a productivity tool. Moonpig's tech chief views it as a fundamental infrastructure shift, like the electrical grid. Leaders should focus on fostering an adaptable mindset for systemic change, rather than fixating on today's specific AI applications.
When fintech bank N26 made its login process incredibly fast, users felt it was unsafe. To build trust, the product team had to artificially slow the login down and add visual cues, like a lock animation, demonstrating that sometimes perceived security is more valuable than raw speed.