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Paddy Mc Shane

Customer Success and UX – the ultimate tag team

Thursday, October 12th

11:05 - 12:00

Key Learnings

  • The importance of defining a user in order to better predict behaviour.
  • Conducting research through support and how we as CSMs can build into UX research and design.
  • Unpackaging friction and how including it in your UX can make for more successful customers.
  • Details

    In this talk I will show the link between UX design and making customers successful. As a Customer Success Manager (CSM) I help users of Optimal Workshop’s tools get value from their subscription and ultimately improve their IA. To do this, we as CSMs use UX design to communicate effectively and use the appropriate language in order to create trust between the us and the customer, we define users and help humanise our organisation, all whilst trying attract the right potential users and ward off those who simply don’t need us. (Sales teams shriek around now!) Finally, I talk about the use of ‘friction’ in our UX Design to help users stop, take a breath and decide; ‘is this the software for me?’ With a healthy dose of Jurassic Park showing how bad UX can make for some very unsuccessful customers, this presentation promises to show practical insight into how two very different fields can integrate successfully when developing and maintaining products. which will ultimately lead to better sales and retention.


    Thursday, October 12th

    11:05 - 12:00


    Paddy Mc Shane

    Customer Success Manager - Optimal Workshop

    Paddy is a Customer Success Manager at Optimal Workshop. He works with User Experience professionals, designers and developers from around the world to help them get the most value from their subscriptions to Optimal Workshop’s tools, thus helping them improve the internet for everyone. Think of him as the Nick Fury of UX, keeping a reign on all you UX superheroes.

    An Irish man who lived and worked in New Zealand, the country in which he discovered the importance of improving Information Architecture. He started working with Optimal Workshop in 2014 after a number of years working in Public Relation in the North of Ireland. He is now spreading the good word of successful UX in the northern hemisphere.

    Twitter – @Pa_Dmcshane
    LinkedIn – https://ie.linkedin.com/in/paddymcshane32

     

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