Product Guidance is Essential to our Customers’ Success — So We Transformed How We Delivered It“People will forget what you said, people will forget what you did, but people will never forget how you made them feel.”
These words from the great poet and activist, Maya Angelou, remind us of the importance of empowerment, and its role in building connections with others. If you want to make a memorable impact and truly help someone, learn how to make them feel enabled and well-positioned for success.
Early last year, my team and I at Workfront, an Adobe company, decided to take a deep look at how we could best help our customers feel as empowered and successful as possible with our products. Through a mix of customer interviews and support case analyses, we sought to understand when and why customers encountered challenges using our products, how easily they adopted new features and functionality, and how they preferred
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