On 10 Aug 2009, at 18:20, Laura Klein wrote:
[snip]
Regardless of how you do it, getting customer support and UX talking
to each other is a great idea! Good luck.
[snip]
Indeed :-)
One thing I would personally recommend - if at all possible - would be
to go sit at a customer support desk and do the job for a day. I
personally try and spend some of my time every month doing some kind
of customer support (even if just replying to e-mails) no matter what
my job. For a few reasons:
* I get some personal direct experience of where my designs work or
fail. Useful feedback and often rather humbling.
* It provides me with some empathy for what customer support folk are
going through. Sometimes I get less than useful feedback because of
the pressure of the job rather than any lack of will/knowledge.
* I can spot places where the user experience of the customer support
process can be improved. Simple things like having fields on the
support request to capture the information that you really need.
* I'm demonstrating that I take customer support seriously to the
people on the front line. Making friends there can save you a huge
amount of pain.
Cheers,
Adrian
--
http://quietstars.com - twitter.com/adrianh - delicious.com/adrianh
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