Meet Jean, the parrot.

Was testing the Blue Jeans Net app for a call today. Guess who I met? Jean, the parrot, who tells you candidly how you actually sound in parrot-tone. It is light-hearted, funny, and breaks the boredom of a rather mundane check. [Check the video, with the audio on 😀)

A brilliant example of using character and humour to connect with your user. Even as a guest, I experienced the brand. They had me actually engaged, beyond my need to use the app.

Brand experiences are usually designed for bigger contexts. The showroom experience, the after-sales service and so on. But the tiny ones matter because they deliver memorable Quality Cues about the nature of the brand. Making the test-call fun is not essential, but they cared to do so. That says more about them than if they had made bigger changes to say their overall UX.

In brand building, details matter, experiences rule and the in-between moments when you have the user's actual engagement says a lot about how the journey with them will progress.