PRODUCT SUPPORT SPECIALIST - CUSTOMER EXPERIENCE & UX INSIGHTS
ECOBEE
03.2022 - 2023
- Served as a frontline user research touchpoint, observing real user behaviour, mental models, and pain points across onboarding, setup, and daily use.
- Identified recurring usability issues and experience gaps related to navigation, clarity, error handling, and system feedback.
- Translated complex technical issues into user-centered explanations, reducing cognitive load and improving task completion.
- Documented patterns in user issues and feedback, contributing insights to internal teams for continuous experience improvement.
- Assisted users with installation, connectivity, and feature adoption, informing understanding of real-world constraints and edge cases.
- Contributed to improvements in public-facing help materials and internal documentation to enhance clarity and accessibility.
- Maintained calm, empathetic communication during high-friction and escalated interactions, supporting positive user experiences.