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Relationships are complicated: how data analysis and UX research come together at Zendesk

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by Brent Palmer

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Relationships are complicated: how data analysis and UX research come together at Zendesk

  1. 1. How data analysis and research come together at Zendesk. @brentpalmer @UXinsight_NL Relationships are complicated.
  2. 2. How data analysis and research come together at Zendesk. @brentpalmer @UXinsight_NL De-risking an idea isn’t data’s job.
 It’s design’s job.
  3. 3. How data analysis and research come together at Zendesk. @brentpalmer @UXinsight_NL “At its core, all business is about making bets on human behavior.”  — The Power of ‘Thick’ Data, WSJ
  4. 4. Business DesignEngineering Design AnalyticsResearch
  5. 5. How data analysis and research come together at Zendesk. @brentpalmer @UXinsight_NL Three ways data can help 1. Model projected impact
  6. 6. Global maximum Global minimum Local maximum Local minimum
  7. 7. How data analysis and research come together at Zendesk. @brentpalmer @UXinsight_NL Three ways data can help 1. Model projected impact 2. Severity of problem
  8. 8. How data analysis and research come together at Zendesk. @brentpalmer @UXinsight_NL Three ways data can help 1. Model projected impact 2. Severity of problem 3. Recruit the right users
  9. 9. How data analysis and research come together at Zendesk. @brentpalmer @UXinsight_NL Analytics + Research
  10. 10. CUSTOMER FEEDBACK VOL. 1 : FEBRUARY 2017 signposts Dan Ross Support Operations Manager Company LightSpeed Company size 501-1000 Number of Agents 35 What does LightSpeed do? Lightspeed sells point-of-sale software to small and medium sized retail and restaurant businesses. How does LightSpeed use analytics today? For each team we generate dashboards. VP of Support, and Director of Operations. Custom Success Teams care about a better onboarding session in order to reduce tickets. At my level though, it’s very siloed. I don’t have a lot of info around what reports are done throughout the org. Sales revenue targets, for example. The best thing about Explore is: Fast! It’s a lot easier to create queries. The results were popping. GoodData would drag when it crunches data. If I was in charge of Explore, I would: Improve usability stuff like seeing the existing dashboards that belong to me and to be able to report on custom fields. Also, having a solid Salesforce connector. Salesforce our single source of truth. Being able to see trends in Salesforce data as it correlates to Support ticket data. “We’d like to take insights to product teams. To tell which product is having a disproportionate amount of service would be huge.” Want more jucy bits? Need a bigger dose of truthiness? bpalmer@zendesk.com #ask-uxresearch

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