Episode 55

Customer Service UX

Join Chris as he takes Diana and Lisa through his journey of a recent and particularly frustrating customer service experience with an internet provider. Trying not to be overly critical, they point out the positive experiences as well as provide recommendations for where someone in charge of the customer experience across different silos could have saved Chris a lot of time and hassle.

Send us your customer service experiences or ask us anything by emailing us at UXSoup@strategyanalytics.com.


Chris on LinkedIn

Lisa on LinkedIn

Diana on LinkedIn

Strategy Analytics UX Innovation Practice


About the Podcast

Show artwork for UX Soup
UX Soup
Bite-sized human-centered design insights

About your hosts

Profile picture for Chris Schreiner

Chris Schreiner

As Director of Syndicated Research within the Strategy Analytics UX Innovation Practice, Chris Schreiner is responsible for leading teams delivering in depth user experience analysis and insights for clients in the wireless, smart home, and automotive industries.

Chris has over 20 years of experience in UX and human factors research, and has successfully led projects globally for clients in the automotive and wireless industries.
Profile picture for Lisa Cooper

Lisa Cooper

Lisa is Director of the User Experience Strategies service within the Strategy Analytics UX Innovation Practice. She is responsible for delivering insights, qualitative and quantitative UX research to clients on emerging technologies such as, 5G, artificial intelligence, virtual and augmented reality, new device form factors, and HMI.

Lisa has 20+ years of experience in UX and Human Factors research in North America and Europe focusing on smartphones, wearables, smart home devices, assistive technologies, automotive infotainment, and aerospace applications specializing in applying a wide variety of qualitative and quantitative UX methodologies to augment the consumer experience.

She holds a Master's degree in Industrial and Systems Engineering with Human Factors concentration at Virginia Polytechnic Institute and State University. Bachelor’s degree in Ergonomics/Human Factors from Loughborough University, England.
Profile picture for Diana Franganillo

Diana Franganillo

Diana is Director of In-Vehicle UX Research within the Strategy Analytics UX Innovation Practice. She leads the In-Vehicle UX research service delivering insights on emerging use cases, consumer priorities, and experience optimization for in-vehicle connectivity and autonomous and electric vehicles.
Diana has 15+ years of experience in UX and human factors and has successfully led projects globally in the automotive and aviation industries.
Prior to joining Strategy Analytics in May 2021, Diana worked at Renault Group, Jaguar Land Rover, NATS and Airbus Military. Diana holds a MSc in Human Factors from Cranfield University in the UK, a PgCert in Automotive Technology from Warwick University also in the UK, and a MEng in Aeronautical Engineering from the Technical University of Madrid, Spain.