168: Understanding the Importance of the User Experience with Andrew Ou
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Andrew Ou is an award-winning UX strategist, designer and author based in Vancouver, BC. He helps SaaS companies increase their revenue and profitability by reducing cost of support and while building a better customer experience. His past clients include HSBC, Rosetta Stone, and Asurion.

Questions

• Can you share in your owns words, a little bit about your journey, how did you get to where you are today?
• Now, customer experience, SaaS products, support services, can you share with us maybe some trends that you see emerging or have emerged since 2022 as it relates to this part of service delivery or customer experience?
• From a UX strategy point of view if you're building a product, how does the client or the customer travel through the journey that you are taking them through in a digital way, while still holding all of the same principles and values that you would if it was a face to face interaction, or even over the phone? So, how can we translate that in a positive way? And if it's not done positively? Why would it impact our revenue and profitability?
• One of the other things that we do get asked a lot is, how can we reduce the cost of customer support? So, what's one way? Would the strategy, putting something in place that eradicates that complaint from coming forward again be one way to reduce customer support? And are there any other ways?
• Could you also share with our audience maybe I would say 1 to 3 tips that you believe will help organizations build a better customer experience?
• Could you also share with our audience what's the one online resource, tool, website or app that you absolutely can't live without in your business?
• Could you also share with us maybe one or two books that you have read, it could be a book that you read recently, or maybe one that you read a very long time ago, but it has had a big impact on you.
• Could you also share with us what's one thing that's going on in your life right now that you're really excited about? Either something you're working on to develop yourself or your people.
• Where can listeners find you online?
• Do you have a quote or saying that during times of adversity or challenge, you will tend to revert to this quote, it kind of helps to get you back on track if for any reason you got derailed or you got off track.

Highlights

Andrew’s Journey

Me: So, we always like to give our guests the opportunity to share in their own words, a little bit about their journeys. So, how did you get to where you are today? I know we read like a brief bio, but it's always good to get in guests own words, a little bit about their own journey.

Andrew shared that he started off in UX design, he’s been doing that for he thinks over around 8 to 10 years now. And like Yanique mentioned, he used to work for companies like HSBC, Asurion and fit brains Rosetta Stone. And now he’s just sort of running his own consultancy where he helps SaaS founders build beautiful products that impact the world. And a lot of that has to do with creating an excellent customer journey and a good customer experience.

Customer Experience, SaaS Products, Support Service – Trends Emerging Since 2022 as it Relates to Service Delivery and Customer Experience

Me: Now, customer experience, SaaS products, support services, can you share with us maybe some trends that you see emerging or have emerged since 2022 as it relates to this part of service delivery or customer experience?

Andrew shared that he thinks there's a very interesting intersection between customer experience and user experie