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

Ca2e42e201733bc49a9996b0d2619908?s=47 Jay Brewer
June 13, 2018

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.

Ca2e42e201733bc49a9996b0d2619908?s=128

Jay Brewer

June 13, 2018
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Transcript

  1. Helping Customers Help Themselves with UX

  2. None
  3. Hi. Jay Brewer VP, Experience Design

  4. Thao Doan Manager, UX Writing

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  6. Rapid7 helps organizations protect themselves against risk. Our technology transforms

    data into the key insights needed to predict, deter, detect, and remediate attacks.
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  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
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  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
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  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

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  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
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  26. Analyzing Site Traffic with Google Analytics

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  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

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  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)
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  43. Thank you!