Do you remember that feeling of irritation when something is poorly designed? When how to use something you bought takes a lot of time to figure out? When something you use daily, is inconvenient due to its poor design? This poverty in design comes from lack of customer feedback mechanism and customer focus of the designers. When you put empathy for the customer in your design- when you put yourself, as a designer, in the shoes of the end user, the customer, you can make a product that the customers love! Look at the first iPhones for example- no wonder Steve Jobs spent so much time on the look, feel and the design of even the invisible internal parts of the iPhones and the MacBook.Continue reading Empathy in Design: Lessons from a cough syrup
“Jis number ke piche jud jaye uski kimat badh jati hai, aur jo usse takrata hai wo khud bhi zero ho jata hai”Rocket Singh: Salesman of the Year (2009)
This is one of my favourite movie quote. For those readers of this blog who does not understand Hindi, here’s a translation for you- “(Zero) is a very useful thing. If it is added after any number, it transforms people’s luck. If a number attacks it, the number itself becomes zero.“Continue reading “Zero”
I was leading an Immersive Trails walking tour in Kolkata once with a group of foreign tourists. We have a very strict ethical policy about not taking photographs of people on the street without their informed consent, and we brief the walk participants about it. We explain at the beginning of every walk that we as walk leaders cannot provide consent on behalf of the people on the street. While we can help the participants to communicate with them, the actual consent has to come from them.Continue reading Photography and Consent in Tourism in Global South
So my wife Chelsea and I are buying our first car. We run Immersive Trails, which is a purpose-driven immersive cultural travel business. While applying for car loans we have been getting more than usual scepticism from the loan officials. They try to ask, often in roundabout ways, about how we are still in business over the last 2 years of COVID19 related disruptions in the travel business. They ask for our business bank statement and business IT filing, to make sure we are indeed in business and raking in the moolah. A Toyota dealer had also audaciously asked whether the secret of my identity and finances lay accross the border in Bangladesh. To understand why Bangladesh, and not a Swiss Bank or Lichtenstein or Cyprus, you need to be aware of the current talking points in right wing politics in India. I leave it to you to explore that in your own time.Continue reading How to Buy a Car in Kolkata if You are a Bengali Non-Tech Entrepreneur Who Started From Scratch!
I arrived at Bangalore airport covered in sweat and carrying a semi torn bag. It had been an extremely muggy summer day, and I spent quite some time outside to get Uber to the airport- one cancellation after another, you know the drill. The long ride through Bangalore traffic snarls was exhausting, and the cab’s AC was not working either.Continue reading The Tinted Glass in Customer Service: what customer service training lacks
In India there is a lot of stigma around making money. I regularly speak to young entrepreneurs in mentoring sessions or while just catching up with friends who are starting up or considering starting up their business journey. What I hear often is a deep seated sense of guilt about making money. Turning a profit. The guilt comes from the fact that the society, especially society in Bengal, where I am from, tells you since your childhood that businessmen are evil incarnate. They tell you how, in business, you cannot make money without cheating someone. Making money in business, and turning a profit is almost always equated with the cheating your customers out of their hard-earned cash. Our folktales, media and now, social media are flushed with stories of dishonest businessmen. This is the narrative that we grow up with. As a result, we see traditional entrepreneurial communities like the Marwaris, Sindhis and Gujaratis as morally corrupt, and which leads to many unwanted stereotypes.Continue reading Don’t Worry, Make Money
Ryde, a new app-based cab aggregator has launched their service in Kolkata a couple of days back. This is the third such company to have launched in Kolkata in the last 4 years attempting to take some market share from Uber and Ola in Kolkata, capitalising mainly on customer frustrations, especially about surge pricing. None of the previous ones survived. Will Ryde be the one to make the market monopoly of the Big Two?Continue reading App Cabs- Algorithm vs People
So you think to be a start-up founder you need to be a coder? If that was so, neither I, nor my wife and Co-Founder Chelsea would have founded Immersive Trails and ran it successfully for the last 4.5 years. I am an archaeologist by training and Chelsea, an anthropologist.Continue reading Breaking News: You can be a Start-Up Founder without Knowing How to Code!
All my life I’ve been told things won’t work:
1. When I wanted to study history since Class VI my school wanted to talk me out of it, because I won’t get a job.
2. When I went to the UK to study Archaeology, people said I was wasting my parents money, that they didn’t have & my time. Who ever got a decent job being an archaeologist? Zahi Hawass, may be, but who else?Continue reading “It Won’t Work”- why you should not give a F to naysayers
Continue reading This Verse in the Bhagavad Gita Changed My Life
कर्मण्येवाधिकारस्ते मा फलेषु कदाचन।
मा कर्मफलहेतुर्भूर्मा ते सङ्गोऽस्त्वकर्मणि॥
Karmanye vadhikaraste Ma Phaleshu Kadachana,Bhagavad Gita Chapter 2, Verse 47
Ma Karmaphalaheturbhurma Te Sangostvakarmani