#113 Enhancing Customer Satisfaction: Microsoft's UX Strategies

This week on The Delighted Customers Podcast, I’m thrilled to welcome Jeff Dickshinski, a Senior Product Designer and Design Lead at Microsoft. With a career spanning digital product development, creative management, and UX design for public-sector and Fortune 100 companies, Jeff brings a wealth of knowledge to the table. At Microsoft, he leads the creation of mission-critical products for U.S. government and enterprise customers, leveraging human-centered design and UX research. In this episode, we examine the shift from engineering-focused solutions to user experience-driven design. Here are four key takeaways: 👉 Embracing User Experience Design: Learn how to foster a cultural shift from engineering-centric to customer-centric solutions, including strategies for educating teams and securing leadership buy-in. 👉 Microsoft’s UX Journey: Gain insights into Microsoft’s UX maturity levels, diverse design groups, and the integration of UX into product development. 👉 Tools and Methodologies: Discover the “jobs to be done” framework and traditional personas, emphasizing the importance of understanding customer goals and emotions. 👉 Building a User-Centric Culture: Explore the value of cross-functional collaboration in creating a culture that drives better product outcomes. Whether you’re a designer, developer, team leader, or CX professional, this episode is packed with actionable strategies to elevate your UX game. Meet Jeff Jeff Dickshinski is an award-winning product design professional with extensive experience in digital product development, creative management, and visual design, for public-sector and Fortune 100 companies. Currently, Jeff is a Senior Product Designer and Design Lead at Microsoft, where he creates mission-critical products for U.S. government customers and internal enterprise- level products, leveraging human-centered design, UX research, and ideation for innovative, end- to-end experiences. Prior to joining Microsoft, Jeff led the UX design consulting practice at LMI. He has also worked at Marriott International and IBM. He holds a BA in psychology, from the University of Maryland at College Park.