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How Marvel’s Customer Experience team uses prototypes

Posted 1 week ago by Diana Gray
How Marvel’s Customer Experience team uses prototypes

A great way to understand the value and different use cases for Marvel is for everyone at Marvel to use prototyping in their day-to-day work. Clearly that’s a no-brainer for our designers, developers and product managers, but what about the other teams, how do they use Marvel?

The Customer Experience (CX) team’s main responsibility is to look after all of our Enterprise customers. This involves training people how to use the product, communicating new features, gathering feedback on beta features or any pain points people may be experiencing in their design workflow. We're the customer representative internally at Marvel providing ongoing product education, creating and providing usage reports and so on.

Gaining customer insights

A key part of the CX team’s role at Marvel is to listen to our customers and understand any pain points they might have in their workflow and, if appropriate, to document their feedback as feature requests for the product team to review.

As part of this process, the product team may decide to start scoping out a solution and will ask for the customer’s involvement at different stages to ensure what they decide to build will indeed solve their problem. In this scenario, the CX team will share feature prototypes with the customer and ask them to give feedback by either leaving comments, or perhaps even reviewing the functionality together on a call.

As well as feedback on features that are a work in progress, we recently launched Beta Club. As part of Beta Club, Enterprise customers are invited to webinars and 1:1 sessions with our CEO, Murat Mutlu, where he presents not only recently released features, but also the vision for our longer term roadmap of the Marvel platform.

Prototypes enables us to easily demostrate the usability of a feature, improve our understanding of how the feature will be used by our customers, saving us time in the long run.

Presentation decks in Slideshow mode

Marvel is a great tool to pitch and present ideas with. Whether your communicating ideas, trying to get sign off on projects or move projects forward onto the next stage. Our “Slideshow mode”, gives you the ability to turn any prototype you make into a slideshow simply by enabling left and right swiping; with no hotspots needed. When you combine this with our killer feature, being able to share and display any content in various device frames or windows of different sizes (most mobile phones, tablets, laptops, etc.), what you have is a super powerful, platform agnostic presentation tool!

In CX, we use Slideshow mode to deliver and share training decks as we onboard our new customers. If you’d like to try it, all you need to do is follow these simple 4 steps:

  1. Upload your images for each slide into a Marvel project
    a. Pro tip > if you already have a slide deck in Keynote, try our Keynote integration to automatically convert your Keynote slides into a Marvel prototype.
  2. Go into the project settings and toggle “Slideshow mode” on. Then all you need to do is share your presentation and enjoy how it awesome it looks on any device!

What's your story?

I hope this has been insightful, we always love hearing about how different people use Marvel, so please feel free to share your own stories with us :-)

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Design and prototyping for everyone

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Hello I'm Diana and I head up our Customer Experience (CX) team. When not CX'ing, I love cooking on wood fires, smashing tennis balls and all fun outdoor activities.

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