Unlocking your hidden UX partner: the support team

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🔐 How to unlock your hidden #UX partner: the support team 🔐 Building with your support team is an often overlooked method towards crafting a better #userexperience. Here's why #uxresearch should build strong relationships with support teams + how to get started... 🧵👇🏽

Let's understand how even well-intentioned decisions can lead to a poor user experience. Here are real-life decisions companies have made + how they impacted their support teams: (Keep in mind that none of these decisions are inherently good OR bad as context matters!)

[ EX 1 ] To make it easier to get started, the product team removed some steps in the sign-up process... —> Many new users were unsure how to actually use the product so they emailed the support team

[ EX 2 ] - To grow the customer base, the marketing team targeted people with many different needs than the current users... —> The support team had to apologize to those new users as the product wasn't built to do what they wanted

[ EX 3 ] - To save money, the finance team put a limit on how long the support team could spend with a user... —> The support team tried to finish conversations sooner, which led to more negative reviews online

[ EX 4 ] - To close more deals, the sales team sold product features that weren't on the roadmap... —> Lots of angry customers complained to the support team that the features they paid for weren't ready yet

While YOU might not be able to change some of these situations, it's vital that you foster empathy for all your partners, especially support.

So how can you unlock this hidden UX partner to craft better user experiences AND hit business goals? Read on! 👇🏼 bit.ly/2Qr4UKK