Shima - Why not consider doing an affinity diagramming session with customer support and designers? Write all of their feedback on to cards or post-it notes then, in a collaborative session, group all the similar issues together into themes. You can steer the focus so that the themes are problem statements (rather than modifications or solutions).
See Jared Spool's page on this (called KJ method by many) - http://www.uie.com/articles/kj_technique/ or many other resources including Karen Holtzblatt's books on contextual design. Regards, William Hudson Syntagm Ltd Design for Usability UK 01235-522859 World +44-1235-522859 US Toll Free 1-866-SYNTAGM mailto:[email protected] http://www.syntagm.co.uk skype:williamhudsonskype Syntagm is a limited company registered in England and Wales (1985). Registered number: 1895345. Registered office: 10 Oxford Road, Abingdon OX14 2DS. Confused about dates in interaction design? See our new study (free): http://www.syntagm.co.uk/design/datesstudy.htm 12 UK mobile phone e-commerce sites compared! Buy the report: http://www.syntagm.co.uk/design/uxbench.shtml Courses in card sorting and Ajax interaction design. London, Las Vegas and Berlin: http://www.syntagm.co.uk/design/csadvances.shtml http://www.syntagm.co.uk/design/ajaxdesign.shtml > -----Original Message----- > From: [email protected] [mailto:[email protected]] On Behalf Of > Shima Kazerooni > Sent: 10 August 2009 4:24 PM > To: [email protected] > Subject: [IxDA Discuss] How to Get Useful Feedback from Customer > Support? ... ________________________________________________________________ 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
