A cannolo (singular of cannoli) Courtesy of Wikipedia
Today I was savoring one of the two cannoli I bought (it looked just like the picture above.) It suddenly dawned on me that this food perfectly represents the ideal product experience.
Bite one: Chocolate chips (or pistachios) creamy filling and crunchy roll.
Bite two and three: More creamy goodness and crunch. An occasional chocolate chip.
Bite Four: Abundant chocolate chips, creamy filling and more crunch.
Cannoli, like a good song, a good show, a good product, starts strong, has a middle that is enjoyable and then ends on a high note with a bang!
It’s important to remember that even if the middle was empty, (an unfortunate problem with rookie cannoli makers), the fact that the experience ends with crunch, chocolate chips and creamy filling, helps redeem the experience.
What happens if a cannolo falls apart before someone is done eating?
While it’s a pleasant experience, the fact that the crunchy parts can’t really be eaten with a fork means that a person has to use his/her fingers to eat the rest of the parts. While not quite a game breaker, part of the appeal of intact cannoli is that the entire eating experience is clean and yet delectable!
So what are the key takeaways?
Flavors aren’t everything. Color, aroma, crunch, all key. And paramount?? Making sure the shell is crunchy enough to give a great culinary experience, but not so crunchy that it crumbles into a mess that prevents it from being eaten using one’s fingers.
Next time you’re designing a product or service, think cannoli. Better yet, eat a cannoli and experience great design! 🙂
