The Impact of Bad Product Design and How to Fix It
Jonathan Shariat, Cynthia Savard Saucier
One of the best investments of a designer’s time is to book a recurring one-hour meeting with one or more customer support representatives and shadow them as they take calls. They are a fountain of knowledge when it comes to the user experience issues that need to be resolved. Additionally, they generally know the product better than a lot of the designers. Listening to actual customer calls is one of the most eye-opening and humbling experiences a designer can have.