Our talk was featured at UX Scotland featuring our work on creating a better self serve experience for our customers. Full deck here...
Customers need to solve their problems with your services, software and other products 24 hours a day in the global economy. In this session you'll learn how various UX research methods, practices and material building enable your customers to find answers to their questions, unblock themselves and create knowledge your UX team can use to build better products and services.
We'll go in-depth with customer learning tools, documentation in product and out of product, NPS feedback loops, and knowledge funnel of questions, to answers, to knowledge bases, to learning for product improvements. We'll answer how you gather this data, how you figure out what self serve means, and the various UX paradigms that can be used to address learning plateaus for your customers to become rockstars. It's like UX for customer support and success.
We'll go in-depth with customer learning tools, documentation in product and out of product, NPS feedback loops, and knowledge funnel of questions, to answers, to knowledge bases, to learning for product improvements. We'll answer how you gather this data, how you figure out what self serve means, and the various UX paradigms that can be used to address learning plateaus for your customers to become rockstars. It's like UX for customer support and success.
