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> Won't happen until/unless dedicated design folks have to provide support for their creations. Frankly, I agree with you. The designers should have a stake in

by nkrisc 7y ago

> Won't happen until/unless dedicated design folks have to provide support for their creations. Frankly, I agree with you. The designers should have a stake in it. At the last place I worked, all designers received a daily report of costumer feedback gathered through the site. We attended monthly reviews of feedback and CSAT and summaries of customer care cases from the month, highlighting top trends and issues that the support staff were handling. We even had representatives from the support team attend our daily standups to raise issues and report back on our progress handling previous issues to the support team so they could be informed when customers asked about things. We even had goals around CSAT that impacted our bonuses. I used to read every single comment we received and even took the time to test and narrow down issues before working with a dev to find the root cause. We fixed some very nasty, but unusual bugs that way. It comes down to the org: how mature is it with regards to CX and is everyone willing to make the effort to make it a priority?

lowercased 7y ago
that seems somewhat of an anomaly, but maybe it's not - it just hasn't been the norm on most projects I've been on - both as a freelancer and working at small companies, large companies and agencies. That really takes a dedication and long-term view that doesn't seem present with most orgs. A non-long-term view also impacts a lot of the actual software too - I'm working with a large enterprise company right now that has rather immense challenges - UX is so low down on the list right now. And yet... they keep getting new customers, and, from what I've seen, it's because their UX is still better than that of their competition, which is truly ... shocking.
- nkrisc 7y ago
  A bit of an anomaly from an organizational perspective, but as UX designer it didn't like anything usual. Every designer I knew in my professional circle, though, wouldn't even bat an eye at it, it was taken for granted that you'd be very attentive to user feedback, after all that's your job! Advocate for the user. What are you wasting your time with if not that? But maybe it was a bit of a bubble in a sense. Neither I nor the other designers I knew would take a job at a place that didn't understand an appreciate the value of UX (unless that job was specifically to help change that), so that might be it. We didn't just want to be a mockup monkey spitting out pretty designs.

by nkrisc 7y ago

lowercased 7y ago

that seems somewhat of an anomaly, but maybe it's not - it just hasn't been the norm on most projects I've been on - both as a freelancer and working at small companies, large companies and agencies. That really takes a dedication and long-term view that doesn't seem present with most orgs. A non-long-term view also impacts a lot of the actual software too - I'm working with a large enterprise company right now that has rather immense challenges - UX is so low down on the list right now. And yet... they keep getting new customers, and, from what I've seen, it's because their UX is still better than that of their competition, which is truly ... shocking.

nkrisc 7y ago
A bit of an anomaly from an organizational perspective, but as UX designer it didn't like anything usual. Every designer I knew in my professional circle, though, wouldn't even bat an eye at it, it was taken for granted that you'd be very attentive to user feedback, after all that's your job! Advocate for the user. What are you wasting your time with if not that? But maybe it was a bit of a bubble in a sense. Neither I nor the other designers I knew would take a job at a place that didn't understand an appreciate the value of UX (unless that job was specifically to help change that), so that might be it. We didn't just want to be a mockup monkey spitting out pretty designs.