video Archives - Pointzi - User Onboarding for Web & Mobile Apps

May 24

Eventbrite tracked anger and delight in UX

In the last post, we covered how Rachael Neumann’s role at Eventbrite’s Customer Experience/Success saved building the wrong feature. In the same talk the idea of assessing a customer’s anger through a journey is a fascinating and fresh lens to review your design. The normal process is to map the user journey with flow charts


May 23

Customer Support is a Product Managers untapped design resource.

Call it Customer Support, Customer Success, Tech Support, HelpDesk – these teams and people are the first line of feedback from customer and the reality is they carry a lot of data from the intimacy and volume of interactions. In this Fireside Rachael Neumann (former director of Customer Experience Strategy at EventBrite and now Head


May 13

Canva: Product Management Process and Stack

Canva is one of the fastest growing companies around and now has 500 staff. I recently interviewed Robert Kawalsky who’s startup Zeetings, was acquired by Canva in April 2018. Robert soon took the lead for both Zeetings and Canva Presentations groups which represents a huge opportunity in Enterprise, SME and also Education. Our the interview (a


Oct 12

How Google Home educates on a new user interface

Our house is one of those connected places and we chose Google Home as the backbone. Around the house are lightbulbs that turn-on and off with voice commands. We also have several audio and video Chromecasts that do things like play the current episode of “the innocents” on voice command. All this is done via