How UserTesting Drives Product Adoption and CX with Customer Education
February 25, 2020
Along with UserTesting’s Content Strategist, Steve Fleming-Prot, we explored the intersection of Customer Education and customer experience (CX). Based on Steve’s background in user experience (UX), design, and related research, we started by identifying the fundamental question, what is customer experience?
Steve developed a model called the 4 Ds – Decide, Discover, Design, Deliver – to build UserTesting’s education platform, the Learning Navigator. At a high level:
- Decide: In this phase, it’s about documenting the users’ journey and identifying what problems you are going to try to solve
- Discover: At this stage, your team is reviewing existing customer feedback – from Support calls, popular Help Center content, customer interviews, etc. – to learn what customers’ actual needs are
- Design: Now that you understand your customers’ needs, it’s time to begin designing your content and testing it with real customers
- Deliver: In this phase, you are launching your program. That said, this is just the beginning and it’s important to understand that this phase often leads back to the Discover phase as you learn more from your customers.