Hi Shima, At my last company, we had a pretty good system for improving the communication between groups. Once a week, for no more than half an hour, one representative each from UX, Customer Support, QA, and Community Management would get together with the head of product development (it was a small company!) and the product owners. The representatives from the different groups were considered customer advocates, and we would each quickly explain what we thought were the top three problems that customers were facing.
Expressing it as "customer problems" helped a lot, since people were encouraged to talk about what the current experience was and why it was bad, rather than just giving a suggestion of what to do. Having the meeting in person also helped, since when people did make suggestions, people could ask, "what problem are you trying to solve?" Regardless of how you do it, getting customer support and UX talking to each other is a great idea! Good luck. Laura . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 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 ....... [email protected] Unsubscribe ................ http://www.ixda.org/unsubscribe List Guidelines ............ http://www.ixda.org/guidelines List Help .................. http://www.ixda.org/help
