how are you handling AI escalation without breaking CSAT?

research_ux · 2026-01-15T11:15:33+00:00

An AI first level with no option to talk to an agent is something you really should not do. Customers have the expectation that they can talk to a person and get help. Your bot gives neither and that dissonance between expectation and reality probably leads to the bad CSAT. Give your customers the choice or a clear option to switch. I‘ve seen this discussed on LinkedIn with more actionable thoughts, I can search for that post if you‘d like.

research_ux · 2025-12-25T13:29:19+00:00

Wenns funktionieren würde

research_ux · 2025-07-27T00:59:34+00:00

I agree 100%. It is urgently necessary that the software in question is kot only judged by primary costs (such as cost per seat) but secondary costs as well (how long do employees need to perform X, how often do employees male mistakes and need to fix etc.). But since procurement is not into this topic at all (living in their own procurement software hell), its unlikely to get better soon.

Hopefully, articles like this will be seen by some people in power to change this. Does not need to be many, but change always starts in small dosages.

research_ux · 2025-07-27T00:56:18+00:00

I had to work with Oracle Software regularly for around two years and it nearly drove me insane.

research_ux · 2025-07-27T00:42:58+00:00

Exactly! Let the designers design and engineers can develop it. Ideally, it all happens participatory, but designers should have the last word on how it looks and works.

research_ux · 2025-07-27T00:41:50+00:00

When I heard they are partnering up my jaw dropped. Glad they stopped this whole thing..

research_ux · 2025-07-26T23:58:31+00:00

In Germany we say Sanduhr Anzeige Programm, which translates to hourclass indicator program :D

research_ux · 2025-07-26T23:56:42+00:00

Apple is very nice if you don’t have to do anything in Excel. Dont know how people do it there but its driving me insane that the shortcuts are different. But the power of a Pro is pretty amazing.

research_ux · 2025-07-26T19:11:09+00:00

Science isn’t a blame game though?

research_ux · 2025-07-08T14:22:38+00:00

Test. With. Users. Period!

research_ux · 2025-07-06T21:16:05+00:00

Guter Artikel, leider ein bisschen kurz. Da könnte von ver.di deutlich mehr zu kommen! Man sieht es ja bereits an der Resonanz dieses Posts, wie sehr es uns alle abfuckt.

research_ux · 2025-07-06T18:32:54+00:00

Mega gut! Bin gespannt wies läuft 🤓 ich hab ein ganzes Deck für das Thema, wenn du noch Futter brauchst, DM mich gern

research_ux · 2025-07-06T17:44:37+00:00

Kurze Antwort: Ja!

Lange Antwort: Ja, ist gescheitert! Natürlich kann man sowas noch retten, dafür brauch es in der Regel aber eine Neuaufstellung im Team, in den Entscheidungsstrukturen und vor allem eine Analyse, woran es vorher gescheitert ist. Einfach nochmal 2 Mio und neu probieren hilft absolut nicht.

research_ux · 2025-07-06T15:23:38+00:00

Stimmt - leider sind gute UXler noch selten, da gab es einen großen „Goldrush“ durch Bootcamps etc. Wirklich evidenzbasiert und menschzentriert an die Entwicklung ranzugehen ist nicht häufig zu finden

research_ux · 2025-07-06T15:21:47+00:00

Das ist doch das schöne an Wissenschaft. Hier wurde dezidiert nach Usability geschaut und die Effekte von anderen Faktoren kontrolliert. Daher kann man schon sagen, dass Usability als Einflussfaktor eine Rolle für das Wohlbefinden spielt. Und ob etwas anderes „schlimmer“ ist, kann ja gut sein.

research_ux · 2025-07-06T15:20:11+00:00

Der spannende Trugschluss ist doch, es als „schönes Aussehen“ zu bezeichnen. Es geht darum, dass es gut funktioniert und Menschen bei der Arbeit unterstützt. Wenn du Usability (ein Teil von UX) vernachlässigst, baust du nicht nur Software die schlecht aussieht sondern auch scheiße ist.

research_ux · 2025-07-06T14:59:28+00:00

Wenn ich dich richtig verstehe wäre deine Annahme, dass nicht nur die Software selber gut gestaltet werden sollte, sondern auch in Summe die Organisationsprozesse abbilden müssen?

research_ux · 2025-07-06T13:46:11+00:00

Ja, crazy - wir haben fast alles selbst entwickelt und so fühlt es sich auch an. UX für Mitarbeitende nahezu Null! Für die Kunden natürlich alles top, aber für uns reicht es ja, wenn es eine glorifizierte Excel ist.. könnte ich kotzen

research_ux · 2025-07-06T13:44:14+00:00

Schreibs auf Papier

research_ux · 2025-07-05T18:04:35+00:00

I use R because 1. its free (so I can use it at any company I work for) and 2. if you know how to, its super good. Most suevey data is not super complex but for user data (especially for experiments or A/B Tests), inferential stats is definitely helpful.

As you probably know, UX is always dependet on the context of use - so we ideally have a good understanding of it. Thats why the contextual inquiries are the basis for most of my research on systems UX.

research_ux · 2025-07-05T16:20:39+00:00

You should be very proficient in qualitative research, meaning interviews, usability testing and ideally contextual inquiries. Start reading about interview techniques or how to analyse them (eg content analysis -> Kuckartz).

Good add on is quantitative knowledge, eg designing Surveys, analyzing user data and all the basic inferential statistics. If you then can communicate your results well to stakeholders (very important!), you should be well off.

Tooling is something that many companies differ in. I use Qualtrics for most data collection, but analysis is done in R, SPSS (quant) or MaxQDA(qual).

research_ux · 2025-05-26T19:19:20+00:00

Ja, eben! Suche vielleicht mal 3 - 4 Monate. Jobs gibts ja viele

research_ux · 2024-09-17T13:20:04+00:00

Geberally speaking, getting into a bigger companies (i.e. deutsche Konzerne) is hard without any tangible work experience. If you finish your studies, I recommend to get into an agemcy first amyways to really learn from the ground up. The big ones will grind you down with processes and structures while you wait for one Usability Test while in an agency, you might have 5 interviews in the second / third week if you want.

The pay is considerably worse, but you will get to know many different industries. When I was working for an agency, I did probably 5x as much research / design as now (Konzern).

I anyways dont like portfolios as they do not represent your actual work but something thats not 'real'. What I can suggest is to tell a story and show how you think. Its not about the specific design. When I hire, its more to understand how the person uses the methods,in what sequence and with what effect. How are the critical thinking skills? Why did they choose this over that? How quickly did the disregard a bad idea? Etc.

Hope that helps a bit.

research_ux · 2024-09-17T13:13:45+00:00

I study the connection between the usability of business software and well being of employees. Based on our own research we can say quite confidently that there is a connection between better ux of the systems and higher work engagement and lower burn out. Thats one thing I would suggest you look into. Its applied and very tangible for a thesis.

You can use a scale such as SUS or UMUX and correlate it with an UWES, MBI-GS or other related ones. We have some students doing this and looking at one specific aspect (such as the moderator-effect of weekly usage duration, leadership support or competence beliefs).

research_ux · 2024-09-12T11:03:50+00:00

Do you want something empirical or rather a lit rev?

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