Reviewing with Customer Support

I'm redesigning a confusing process for a client. Before we do 
usability testing with actual customers, we had a review session with 
Customer Support.

We had three sessions with three people in each. We reviewed the 
problem that we were solving, including causes and the mood of people 
when they call in. I walked through my prototype (it wasn't in a 
condition where they could do it as in a usability study), and we 
discussed the changes that it represents. It was an open and informal 
discussion, with them, me and other staffers (VPs, managers, etc).

While I have always talked with people in many different disciplines 
at a company, this was the first time that we explicitly reviewed a 
prototype with Customer Support people like this.

Happily, they thought the new process will help solve the problem 
quite a bit. And we got some great feedback, both for the process and 
for updating the personas. And, of course, the people we invited to 
the meeting probably liked being asked.

No big deal, but it's always nice to report on something simple that works.

					-- hs

. . . . . . . . . . . . . . . . . . . . . .
Hal Shubin
Interaction Design, Inc.
617 489 6595
www.user.com

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