Comprehensive Documentation, Customer Collaboration over Contract Negotiation, and Responding to Change over Following a Plan AGILE MANIFESTO (2001) http://www.agilemanifesto.org
best solution from a single point of view, we use rapid experimentation and measurement to learn quickly how well our ideas meet our goals. —Jeff Gothelf (author of Lean UX) “ ”
room and to magically solve problems. Designers are not very good about solving problems in isolation, but they are very powerful in mixed teams of helping bring ideas to reality. —Daniel Burka, Design Partner at Google Ventures https://www.youtube.com/watch?v=v1HBqlxQjZI “ ”
what people want and need in their lives and what they like or dislike about the way particular products are made, packaged, marketed, sold, and supported. —Tim Brown, CEO of IDEO “ ”
to match people’s needs with what is technologically feasible and what a viable business strategy can convert into customer value and market opportunity. —Tim Brown, CEO of IDEO “ ”
of a product to light faster, in a collaborative, cross-functional way that reduces the emphasis on thorough documentation while increasing the focus on building a shared understanding of the actual product experience being designed. —Lean UX “ ”
Individual who is the general system user, interacting with customers via phone and email (and eventually chat) to resolve support issues that customers have with LivingSocial, it’s deals, or it’s merchants. JOB TASKS • Answer phone • Create and manage cases • Issue refunds • Resolve customer issues GOALS, FEARS, AND ASPIRATIONS • Meet daily quota (fear of not meeting quota) • Working on projects by accomplishing high close rate • Fear of customer anger especially w/r/t refund policy • Avoiding mandatory overtime by meeting their quotas and closing cases more quickly COMPUTER SKILLS, KNOWLEDGE, AND ABILITIES • Wide range of ability and knowledge. • Needs to be able to use a browser, answer the phone in a professional manner • Able to multi-task and keep critical information correctly in their heads • Ability to get trained on the tools (currently SalesForce, phone system) GROUP SIZE AND INFLUENCE This is currently the largest group at 130 individuals (not including senior CAs but including international users) MEANS OF COMMUNICATION SalesForce chatter, team meetings with team leads, IM/GoogleTalk, email. INTERNAL TOOLS: CSR PERSONAS 3
investment: testing costs increase with each additional study participant, yet the number of findings quickly reaches the point of diminishing returns. There's little additional benefit to running more than 5 people through the same study; ROI drops like a stone with a bigger N . —Jakob Nielsen https://www.nngroup.com/articles/how-many-test-users/ “ ”
resulted in unhappy customers, political battles, missed deadlines, and sometimes complete failure to deliver. In all cases, the projects were considerably harder than the projects’ initiators ever thought they would be.” —Chad Fowler, 2006
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