Kirsten Mann's presentation at UX STRAT 2015 USA

1. Applying UX Strategy to
Optimize the Support
Experience
Kirsten Mann
Aconex

2. “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. 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

6. Silas– Aconex App

13. 4,000
calls
abandoned
each month

14. New user
Troubleshooter Expert in the making

27. Provide support where you
need it and when you need it!

28. Mission: Create an engaging training experience

29. Lesson learnt: Not that funny!

30. Lesson learnt: Not that funny!

31. Lesson learnt: Not that funny!

32. Lesson learnt: People didn’t care about what they’d
done as much as we did!

42. Covering UX, Content Strategy,
Instructional Design, Development
and Videography

50. NB. Not all of these people are UXers, but they're crazy enough to be!

54. Lesson learnt: Never stop learning!

55. Come and say hello
contact me at:
kmann@aconex.com
https://au.linkedin.com/in/kirstenmann
@mannki