My proudest moments at Zapier came watching my engineers solve problems while holding the customer close. We talked about what we wanted to happen to our credit card, to our bank account. We shared frustration experience with other vendors as example.
After building this team of detailed-oriented empathic folks, it was me and my Product & Design partners who got to play bad cop and make the case for the less than perfect experience. There are downsides to this mindset, but it's exactly who I'd want on a team building accounting, billing and fulfillment systems.
I'm thinking through a couple different examples of eventually consistent systems we implemented... we had the most success when we exposed the state machine in clear user-facing language. Failures might have looked, in increasing severity; confusion, failure to deliver purchases, and incorrect charges. These all led to increased support load and decreased customer trust... and trust was our most important contribution to the company. When designing a CX, only lie if you're 100% sure you can get away with it!
My proudest moments at Zapier came watching my engineers solve problems while holding the customer close. We talked about what we wanted to happen to our credit card, to our bank account. We shared frustration experience with other vendors as example.
After building this team of detailed-oriented empathic folks, it was me and my Product & Design partners who got to play bad cop and make the case for the less than perfect experience. There are downsides to this mindset, but it's exactly who I'd want on a team building accounting, billing and fulfillment systems.
I'm thinking through a couple different examples of eventually consistent systems we implemented... we had the most success when we exposed the state machine in clear user-facing language. Failures might have looked, in increasing severity; confusion, failure to deliver purchases, and incorrect charges. These all led to increased support load and decreased customer trust... and trust was our most important contribution to the company. When designing a CX, only lie if you're 100% sure you can get away with it!