Customer Experience

[ Interview ] UX Storytelling: Focusing on Problems Instead of Products

I was recently honored to be asked by my longtime friend and colleague Eliot Wagonheim to be a guest and talk UX on his Business 3.0 podcast. Eliot is a brilliant business strategist masquerading as a business lawyer; in the 20+ years I’ve known him, his strong suit has always been calm, clear-eyed strategic business advice. The fact that he also happens to be an amazing lawyer is really just an added bonus.

Listen to the Podcast

We had an engaging conversation across several topics related to the role of UX in building solid customer relationships, solving the right problems and, of course, delivering valuable products. Here’s just some of the ground we covered across our 50-minute conversation:

  • The power of storytelling to move past UX symptoms
    and uncover the real problems
  • How user-created workarounds point the way to far-
    reaching, long-lasting UX improvement
  • Using context and empathy to determine what’s worth
    doing (and what isn’t)
  • Building and strengthening customer relationships
    via great UX
  • Why UX success is rented, not owned — and why
    that rent is due every day

I really think the collective insights and advice contained here — from both sides — will be infinitely useful to you, no matter what you’re doing. UX can be the foundation of success for any business, for any client, for any product or any service. It touches every aspect of everything you do, and giving it a little attention can pay big dividends.

I sincerely hope you find the podcast enjoyable and insightful. And if you do, please give Eliot a shout as well and let him know.

Question: Have you ever used storytelling to uncover UX insights? In what way? Let me know by clicking here.

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If you’d like to ask a question, or share a comment, thought or concern, you can do so by clicking here. I’d love to hear from you!

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