Event Recording

Running a UX Research Workshop with the Customer Service Team

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featuring Havana Nguyen

In this talk, Havana will walk us through why tapping the knowledge of your Customer Service team is so important and how to do it properly. You'll learn how to foster relationships with the folks who have more direct contact with the user than anyone — and get a heads-up to avoid some common pitfalls.

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Got a big, complex product that you have to help improve or redesign? Customer support teams are full of knowledge and running UX and discovery workshops with them can reduce weeks of discovery into hours.

As a customer-support-rep-turned-UXer, Havana Nguyen shares the type of knowledge you can get from customer support teams, why it will benefit your UX team, and how to do it. That's right, she'll walk you through some of the exercises and also talk about how to prevent workshop pitfalls. By the end of this talk, you will be able to:

- Recruit and source workshop participants
- Learn what and how to ask questions from your Customer Support teams
- How to run the workshop and how to conduct the exercises
- How to prevent and troubleshoot common workshop pitfalls

Screenshot of Havana's Miro Board for her Customer Service Workshop
Here's a screenshot of Havana's Miro board that she uses for this workshop. This would be super-easy to recreate!



SOPHIA's NOTE:
In nearly every OOUX workshop I (Sophia Prater, your host) give, I end up recommending Havana Nguyen's article on running UX workshops with you customer service team. (Article: https://uxdesign.cc/ux-workshops-with-customer-support-bb575d8a9938)

I've had so much success running these workshops and I've found that they are an amazing input for the ORCA process (ORCA = objects, relationships, calls-to-action, and attributes). I can't wait for you to learn how to run this valuable workshop!

Havana Nguyen is a Senior User Experience Designer at Florence Healthcare (previously at Honeywell and CareerBuilder), a comic artist, public speaker, and content creator who cares about social impact and cartoons. She's the lead organizer of Ladies that UX Atlanta—we ran LTUX together for a year before I stepped down and handed her the reins. Havana has an active YouTube channel, a new podcast, a successful graphic novel series, as well as a successful career as a UX designer..after starting out in—guess what?—customer service.

Learn more about Havana on her website: https://www.havananguyen.com/

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