applying ux strategy to optimising the support experience

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!

Come and say hello contact me at:

kmann@aconex.com https://au.linkedin.com/in/kirstenmann @mannki