#113 Enhancing Customer Satisfaction: Microsoft's UX Strategies

The Delighted Customers Podcast with Mark Slatin

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.