I’m happy to share that I’ll be giving a workshop at Support Driven Expo Europe in April! I’ll be sharing about mental models and how you can use them to better support and troubleshoot a product.
Sound familiar? I wrote about mental models a while back and used them to give a round of internal workshops in the Automattic support division. I got great feedback about those workshops and am excited to share them with a wider audience.
I truly believe that great communication between support and product teams is a key piece of product quality, and solid troubleshooting skills (and all that those skills entail) help facilitate those conversations!