UX Scotland 2018 - UX Methods for helping your customers help themselves

Customers need to Customers need to solve their problems with your services, software and other products 24 hours a day in the global economy. In this session you'll learn how various UX research methods, practices and material building enable your customers to find answers to their questions, unblock themselves and create knowledge your UX team can use to build better products and services.

We'll go in-depth with customer learning tools, documentation in product and out of product, NPS feedback loops, and knowledge funnel of questions, to answers, to knowledge bases, to learning for product improvements. We'll answer how you gather this data, how you figure out what self serve means, and the various UX paradigms that can be used to address learning plateaus for your customers to become rockstars. It's like UX for customer support and success.

Transcript

1. Helping Customers Help Themselves with UX
3. Hi. Jay Brewer VP, Experience Design
4. Thao Doan Manager, UX Writing
6. Rapid7 helps organizations protect themselves against risk. Our technology transforms data into the key insights needed to predict, deter, detect, and remediate attacks.
9. Today We Want to Share • How we help our customers get the help they need ◦ Using knowledge funnels ◦ Leveraging feedback and metrics • How we understand customer health ◦ So they adopt more products and features ◦ To build the right help experiences
11. Our starting point
12. How can this experience be better?
13. How can we build better help? What are they doing? Help them do more. Leverage Data and Metrics What kinds of problems are they having? Help them find the help they need. Understand Customer Health Are they healthy? Help them find value. Build the Right Things Where are they having problems? Help them when they need it. Create Knowledge Funnels
15. Share information between stakeholders Improve help, support and product experiences Identify knowledge gaps in our help
16. Knowledge Funnel Knowledge Base Ask and Answer Support and UX Support and UX PM, UX, And Support PM, UX, and ENG
17. Feedback Loops Loops
18. Getting Feedback from Our Readers
19. Translating Feedback into Action
20. Turning Feedback into Action
22. Identify topics customers care about Learn where our gaps are Understand the problems customers are solving
23. Measuring Interaction and Usage
24. Measuring Interaction with Pendo + Nexpose Now User interacts with our product Pendo quantifies the interaction and other data points
26. Analyzing Site Traffic with Google Analytics
28. Create personalized experiences Assist with AI Design context-driven and guided experiences Provide self-service options
29. Personalized Experiences • Meet where users where they are • Create an omni-channel that allows easy context-switching • Provide a unified experience for support and help in product
30. AI and Chatbot Assistance • Enable powerful search functionality • Automate repetitive queries • Reduce support load
31. Self-service with help • Find what they need when they need it • Provides a holistic view of available resources
32. Self-service With Ask And Answer • Interact and engage with other users
33. Guided Tours
34. Guided Experiences
36. Adopt more features and products Love our company
37. How we analyze customer health + Nexpose Now = User interacts with product Pendo quantifies user interaction & other measures Stacked Ranked List of Organizations by Engagement (Product Engagement Index)
43. Thank you!