applying ux strategy to optimising the support experience
TRANSCRIPT
Applying UX Strategy to
Optimize the Support
Experience
Kirsten Mann
Aconex
“Our purpose is to transform the way people
work together to deliver and operate built assets,
using technology to make the process fairer,
easier and more efficient for everyone involved”
3,000 luxury hotels
15,000 capacity
stadium
2,000 capacity
3-storey site shed
Participating organizations 290 Users 7,873 Total mail transactions 19.9 million Total drawings/controlled docs 9.5 million
The Venetian Hotel & Resort, Macao
Silas– Aconex App Rick– Cost App Jacqui– Lobby Experience Daphne – Aconex App
4,000
calls
abandoned
each month
New user Troubleshooter Expert in the making
Provide support where you
need it and when you need it!
Mission: Create an engaging training experience
Lesson learnt: Not that funny!
Lesson learnt: Not that funny!
Lesson learnt: Not that funny!
Lesson learnt: People didn’t care about what they’d
done as much as we did!
Covering UX, Content Strategy,
Instructional Design, Development
and Videography
NB. Not all of these people are UXers, but they're crazy enough to be!
Lesson learnt: Never stop learning!
