Mathilde Verland
"Which user story from the NØIE community is your favourite, and why?"
Edna’s user story isn’t my favourite story because it’s the strongest story or relatable for me due to shared skin type. But because, when I started at NØIE, she was one of the first challenging interactions I had with a user. Edna wrote us in customer service, as she was in doubt if we had any products that could help her with her skin concern.
Her general experience with products on the market, was usually that it wasn’t suitable for her complexion and it made it difficult for her to target her skin concerns because of this.
Our conversation went on for several months and she had to go through quite a few of re-assessments of her formulations, as she didn’t see any improvement. I wanted to help her so badly and I remember that every time I saw her name in the inbox and saw that we still didn’t manage to find her a formulation suited for her skin type, I got so frustrated and sad.
I was less and less on e-mail interactions, but Edna never really left my mind, so when I heard that Marie were having a chat with her about her experience og results, I became so happy to hear that we managed to find the products perfect for her. I think I will remember Edna forever and the joy I felt when I heard and saw the difference we made for her.
Watch the full story here: