Ah yeah - I do recall author making that distinction ("user" UX teams vs operator UX teams).
> I especially want to emphasize tools for your Customer Support staff. These are rarely prioritized, but they imho have a far better RoI and customer satisfaction impact than any UX change you can do. CS are operators.
That's a good point. Right now my team does give tools to CS related staff but you're right they're not prioritized, the UX is horrible (b.c it's "designed" by developers who were tired of having to troubleshoot themselves), and devs get pissed / act surprised when the CS people dont use the tools the "right" way.
Yeah. These are always low priority because they are not from paying customers right?
Except they impact your customers directly.
Bonus point: they are customers you can easily talk to and watch how they work. Super fast feedback loop !
Want a group to test super fast prototyping and "go live" ? These people are round the corner, will love you for it. They are the perfect place to train a team in velocity...
Ah yeah - I do recall author making that distinction ("user" UX teams vs operator UX teams).
> I especially want to emphasize tools for your Customer Support staff. These are rarely prioritized, but they imho have a far better RoI and customer satisfaction impact than any UX change you can do. CS are operators.
That's a good point. Right now my team does give tools to CS related staff but you're right they're not prioritized, the UX is horrible (b.c it's "designed" by developers who were tired of having to troubleshoot themselves), and devs get pissed / act surprised when the CS people dont use the tools the "right" way.