UX Week 2007 | Collaborating with Customers: Leveraging Design and Research Methods for Customer Success

Adaptive Path Podcast

Millions of people from around the world come to eBay every day, and the eBay user experience design group applies a range of design and research methodologies to understand and address the perceptions and needs of its widely varied customer base.
Jeff Herman and Ann Bishop will co-lead this session, sharing some of their methods for collaborating with eBay’s customers and exploring the ways in which they use customer insights to inform specific design solutions.
In this session, you will gain a better understanding of how to:
* Engage customers throughout the design process.
* Apply new methods to address a wide range of customer goals and needs.
* Seamlessly blend design and customer research to contribute to your success.
About Jeff Herman
Jeff leads eBay’s UI and Visual Design group, which is responsible for the design of eBay’s sites around the world. He has over 20 years of experience as a designer at Apple, Yahoo! and the MIT Media Lab, and he has been a guest speaker at CHI, BayCHI and various university design programs.
Jeff holds a master’s degree in Media Arts and Sciences from the MIT Media Lab and a bachelor’s degree in Business Administration from the University of Texas at Austin, and he has received 10 patents. He is also on the Advisory Board of an early-stage Silicon Valley startup.
About Ann Bishop
Ann manages the Content Strategy practice at eBay, which is responsible for the strategic direction and execution of eBay’s interface content globally. As one of the first user experience architects at eBay, Ann continues to bring a holistic design approach to her work, and she is leading efforts to define content strategy as a design practice rooted in human-centered design methodology, including user research, concept development and execution.
Ann has over 15 years experience designing interactive content for companies such as Microsoft, Travelocity and Yahoo!. She holds a BA in English from the University of California, Berkeley.