Turning customer conversations into design insights
Chandan Rajbongshi
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As a UX designer for a B2B SaaS Shopify app, I've discovered a goldmine of user insights hiding in plain sight: customer support chats. Here's my quick guide to turning support conversations into UX breakthroughs:
š Collaborate with support to filter UI/onboarding issues
š Deep dive into relevant chats, noting user language and pain points
š§© Identify patterns across multiple conversations
š” Create clear problem statements based on these patterns
š¤ Use the "How Might We" framework to reframe issues as opportunities
š¤ Work with Product Management to prioritize and solve these problems
What unconventional UX research methods have you used? Share in the comments!
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