Constructing a framework for a differentiated customer experience.
summary
Presents a concrete framework (DUCC: discoverability, usability, capability, credibility) and the first iteration of it, with concrete actions: user research and shadowing, universal search, templates and hubs, golden paths, automated config and linting, journey mapping and real‑time feedback, and a 24x5 centralized support channel. Measures include onboarding time to productivity, tool usage, quarterly NPS, task success rate, time‑based efficiency, tool uptime and mean time between outages; outcomes report faster onboarding, higher usage and satisfaction, and improved uptime against a cited one trillion dollar attrition problem.
AI-written summary · about
chapters (7)
- 0:00Start
- 0:40FRAMEWORK FOR A
- 10:05Discoverability in Practice
- 11:53Measuring Results
- 15:08Usability in Practice
- 19:56Capability in Practice
- 23:05Credibility in Practice
related talks
28mDesigning for Success: UX Principles for Internal Developer Platforms
15mKeynote: Creating a Holistic Developer Experience
45mTales Of Developing A UX ROI In Enterprise-Land
43mEngineering Platforms Evolved
37mFrameworks for developing developers
58mThe Neverending Customer Experience
47mDesigning the Developer Experience
26mCustomer Obsession