13-15 June 2018

Dynamic Earth, Edinburgh

UX methods for helping your customers help themselves

Session type:
Case Study

Session duration:
45 minutes

Presented by:

Jay Brewer

Rapid7

About this Case Study

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.

About the Speaker

Jay Brewer has been working in various areas of design and technology for 20+ years. At Natural Intelligence, Inc., he helped to design the interface of the first Java development environment for the Macintosh. As the Chief User Interface and Product Designer at Abuzz.com (acquired by The New York Times), he managed the team that created the award-winning Abuzz.com website, achieving over 1 million users and 20 commercial affiliates.

He was the Lead User Interface and Experience Designer for Lord of the Rings Online, Dungeons and Dragons Online and Infinite Crisis at Turbine, Inc., a division of Warner Bros. Interactive Entertainment. Jay is currently at Rapid7 leading its user experience team to create next-generation security products and data visualisation as the Vice President of Experience Design.

 jaybrewer

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