DR2023 Fionna Yao & Anna Lee Anda - Beep Boop! Are bots better for consumers and the agents...
UX Australia28 Mar 2023

DR2023 Fionna Yao & Anna Lee Anda - Beep Boop! Are bots better for consumers and the agents...

Ever wondered how tech companies like Zendesk conducts research for to help determine future directions, particularly in new product areas like bots and automation. In the realm of customer service, automation is often thought of as deflection. We don’t often think of opportunities for people to help themselves and having customer support specialists get really hands-on and unblock more complicated situations. This talk covers how we collaborated with a global team and customer base to drive the direction and the future of customer support. We will cover some of the challenges faced when researching green-field products and share how we handled: * How to position and get buy-in with strategic research when the stakes are high & pressure to deliver is high * Coming to an agreed outcome when there are opposing and diverse viewpoints from the stakeholders. * Getting consensus on what is the most important thing to tackle next using an evidence based and data-driven approach.

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Episoder(500)

UXA2023 Andy Budd - Design's Mid Life Crisis

UXA2023 Andy Budd - Design's Mid Life Crisis

On most objective measures, the design industry is thriving. Our skills are in high demand, our salaries are rising, and companies can’t fill roles fast enough (recent blip notwithstanding). Design le...

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UXA2023 Penny Goodwin - Information Architecture and product development

UXA2023 Penny Goodwin - Information Architecture and product development

Information Architecture (IA) is foundational for great usability and user experience. But for IA to become embedded in the product development process, we must use the language of product: what user ...

18 Sep 202321min

UXA2023 Karina Smith & Alexandra Almond - What We Learnt About Service Design Living In France

UXA2023 Karina Smith & Alexandra Almond - What We Learnt About Service Design Living In France

What we learnt about service design living in France

18 Sep 202346min

UXA2023 Yasamin Asadi - Designing for a post-lockdown metaverse

UXA2023 Yasamin Asadi - Designing for a post-lockdown metaverse

With the worldwide population of adults over the age of 65 growing faster than any other according to the United Nations, considering their voice in designing the 3D embodiment of the internet (the Me...

18 Sep 202327min

UXA2023 Amelia Purvis - Your new cheat sheet for note taking and synthesis

UXA2023 Amelia Purvis - Your new cheat sheet for note taking and synthesis

As a UXR I spend a lot of time note-taking and would love to share a note-taking strategy that saves my team and I a HEAP of time (and money). The new strategy is visual (which clients love) quick to ...

18 Sep 202325min

UXA2023 Eva Plaisted, Klaus Paiva & Maria Christley - Going smaller, to go bigger...

UXA2023 Eva Plaisted, Klaus Paiva & Maria Christley - Going smaller, to go bigger...

Going smaller, to go bigger: A design system evolution. Over the past 2 years the Atlassian Design System team have been reimagining how a design system needs to evolve to be a force multiplier for ...

18 Sep 202347min

UXA2023 Zoë Rose - Creative thinking methodologies: a lost history

UXA2023 Zoë Rose - Creative thinking methodologies: a lost history

When were diamonds first used to describe the design process? When was the first 'how might we' question asked? What were the original steps of 'brainstorming'? Some answers to these questions can ...

18 Sep 202343min

UXA2023 George Aye - That Quiet Little Voice: When Design and Ethics Collide

UXA2023 George Aye - That Quiet Little Voice: When Design and Ethics Collide

The lack of a moral framework in the design disciple, let alone a set of ethical guidelines, put designers at great risk of doing more harm than good in the world.

18 Sep 202335min

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