UX team should not ignore what customer support team is saying but understand why they are saying like that. Especially customer supporting have to face with many angry users who have big complains rather than happy one. So their frustration with some issue is understandable. Sometime, it will be urgent issue which may need massive recall due to design problem.
But UX team must understand what is a root cause and what we should do to solve the issue. Usually having right solution is possible but may be too late for launched products. E.g. Upgrading SW is only limited access. For me, I could access Customer service team's database for research. I can read user's profile with problem and find useful pattern as well. I could forensic study with replaced parts and matched with each user's profile (all part had ID). Please ask them to share their database (if there is nothing, encourage them to make one) It will be powerful accumulation and worth to spend time on data mining as well. Please appreciate CS team's effort and opinion. But you don't need to follow their direction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Posted from the new ixda.org http://www.ixda.org/discuss?post=44519 ________________________________________________________________ Welcome to the Interaction Design Association (IxDA)! To post to this list ....... disc...@ixda.org Unsubscribe ................ http://www.ixda.org/unsubscribe List Guidelines ............ http://www.ixda.org/guidelines List Help .................. http://www.ixda.org/help
