7 product strategy lessons from samsung's wearables

7 Product Strategy Lessons from Samsung’s

wearablesObservations after my experience with Gear Fit and S5 mini

Luke Szkudlarek - @LukeSz

Context

Still early days for wearable devices and some teething problems are natural. Customers are likely to see some average devices that will be soon forgotten.

Samsung has done extremely well and has the edge on Apple and regularly delivers products before anyone else.

Gear Fit is one of the recently released devices and client expectations are high. Gear Fit looks like a great product, offers fitness and health features and simple interaction with a smart phone, such as notifications, reject calls, reply to messages.


Lesson 1: Set the right client expectations

Samsung marketed the Gear Fit incorrectly. Their claim that it was compatible with a number of mobile phones was later removed from their site.

Gear Fit only works with a handful of Samsung devices and users are forced to upgrade.

Lesson 2: Product has to be compatible with their latest devices

Encountered several errors during the set up and was unable to connect Samsung Gear Fit with my the recently released Samsung S5 mini running the most recent Android software.


Lesson 3: Offer killer features and apps

User expectations are high because there are some well establish fitness tracking devices (e.g. Garmin), features really need to bring something new for users to switch.

The default health app “S Health” is underwhelming.

Pedometer is nice but what’s the point?

Only two apps available in S Health (i.e. Workout Trainer, Lark Activity Tracker)


Lesson 4: Unified app market is a must to make the customer onboarding easy

for the first time users

Once your phone is set up, finding compatible apps is incredibly difficult. Users are really expected to need to know all parameters of their system in order to find compatible app store. It doesn’t help that Samsung offers two similar apps“Gear Manager” and “Gear Fit Manager”. Some research is required to get up to speed with the set up.

Some apps aren’t available in Google Play or Samsung Apps store. I installed Aptoide, which seems to have everything you need to find Samsung apps, unfortunately Aptoide isn’t supported by Samsung.

Lesson 5: Customer support needs to be available globally

Samsung’s customer support teams were clearly surprised and confused that I already have S5 mini and Gear Fit.

UK support was unable to help with Gear Fit and Samsung S5 mini because the device I purchased is European (German) edition and it hasn’t been released yet in the UK.


Lesson 6: Test, test, test…and release products when they are ready

Gear Fit was launched prematurely. The insane speed of product launch schedules, pressure to generate positive PR stories drives Samsung to release unfinished products without proper testing. Gear Fit was simply launched before it was ready. It leads to subpar customer experience, shocking ratings and is likely the end of Gear Fit.


Lesson 7: The timing is greatCustomers are clearly interested in the recent product releases, there are plenty of early

adopters willing to test and review products, and there is no market leader.

Summary

Lesson 1: Set the right client expectations and over deliver.

Lesson 2: Product has to be compatible with the latest devices

Lesson 3: Offer killer features and apps

Lesson 4: Unified app market is a must to make the on boarding easy for the first time users

Lesson 5: Customer support needs to be available globally

Lesson 6: Test, test, test…and release products when they are ready

Lesson 7: The timing is greatLuke Szkudlarek - @LukeSz

Sources

My painful experiences with Gear Fit and S5 mini http://www.ibtimes.co.uk/samsung-galaxy-s5-mini-pictured-gear-2-gear-fit-1447473 http://www.amazon.com/Samsung-Fitness-Tracker-Smartwatch-Warranty/dp/B00JBJ3JBI Google Trends


7 product strategy lessons from samsung's wearables

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