{"id":21111,"date":"2021-03-30T13:08:25","date_gmt":"2021-03-30T12:08:25","guid":{"rendered":"https:\/\/marvelapp.com\/blog\/?p=21111"},"modified":"2021-03-30T13:09:32","modified_gmt":"2021-03-30T12:09:32","slug":"how-marvels-customer-experience-team-uses-prototypes","status":"publish","type":"post","link":"https:\/\/marvelapp.com\/blog\/how-marvels-customer-experience-team-uses-prototypes\/","title":{"rendered":"How Marvel\u2019s Customer Experience team uses prototypes"},"content":{"rendered":"

A great way to understand the value and different use cases for Marvel is for everyone at Marvel to use prototyping<\/a> in their day-to-day work. Clearly that\u2019s a no-brainer for our designers, developers and product managers, but what about the other teams, how do they use Marvel?<\/p>\n

The Customer Experience (CX) team\u2019s 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.<\/p>\n

Gaining customer insights<\/h2>\n

A key part of the CX team\u2019s 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.<\/p>\n

As part of this process, the product team may decide to start scoping out a solution and will ask for the customer\u2019s 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.<\/p>\n

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. <\/p>\n

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.<\/p>\n