Outside-In Thinking

Take a Walk on the Customer Side

Category: Strategy

UX Ireland Keynote Jon Kolko was interviewed by Séamus Byrne. Jon is an author of many great design books including Wicked Problems: Problems Worth Solving, and Well Designed: How to Use Empathy to Create Products People Love.
Seamus Byrne sat down with Intercom’s Director of Design, Benjamin Keyser, to talk about his session at UX Ireland, his work in the design industry, and what he is most looking forward to emerge from the design sector over the next few years.
Do you have a great digital product but somehow it isn’t translating into sales? Is your application missing a little something and you can’t put your finger on it? Do you get a lot of customer service queries associated with your app that are draining your budgets?
In May 2016, Seamus Byrne attended Alan Cooper’s keynote at UX Lisbon (UXLx). Among his noteworthy accomplishments, Alan founded Cooper, a leading design and business strategy consultancy with offices in San Francisco and New York, authored design treatises, About Face and The Inmates Are Running the Asylum and is hailed the “Father of Visual Basic.”
WHEN MICHAEL O’LEARY gave his seal of approval to overhaul Ryanair’s much-maligned website in 2014, it wasn’t a move made merely to appease disgruntled Users. The change also made good business sense, with one study into data from the travel industry showing that companies can expect a $10 to $100 return for every $1 that is invested in User Experience (UX).
Wednesday night’s Dublin UX event ‘Empowering Generation UX’ took place at the Bank of Ireland’s Grand Canal Dock branch. Our Director of UX, Séamus Byrne, gave his uplifting talk about empowering a new generation of UX practitioners through mentorship, practice and continuing education.
Service Design workshops are a valuable tool for understanding how your customers feel about your company and shedding light on problematic customer interactions–particularly those that are not always apparent to the naked internal “stakeholder” eye.

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