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Insights Unlocked
Insights Unlocked2026 trends in CX and UX research with Lija Hogan and Amrit BhachuEpisode web page: https://bit.ly/4jpvb55 Episode description: In this episode of Insights Unlocked, I flip the mic on two of the podcast’s regular co-hosts: Lija Hogan and Amrit Bhachu, both Principals of Experience Research Strategy here at UserTesting. Together, they dive into the evolving conversations they’re having with customers as we head into 2026. From the rise of AI to the expanding role of UX researchers, Lija and Amrit unpack what’s keeping experience teams up at night—and what’s inspiring them. They explore how researchers are experimenting with AI to optim...
2026-01-0546 minInsights Unlocked
Insights UnlockedThe future of customer insights starts in 2026Episode web page: https://bit.ly/3MWTjzQ Episode description:  In this forward-looking episode of Insights Unlocked, Mike McDowell returns to the mic to share what’s ahead for UserTesting in 2026—and it’s all about speed, scale, and smarter insights. Mike and host Nathan Isaacs dive into the latest developments in AI-powered research, from automated test creation and participant feedback to enhanced report generation and seamless integrations with tools like Figma. As always, Mike brings a ton of energy and clarity to what these innovations mean not just for researchers, but for anyone trying...
2025-12-2920 minInsights Unlocked
Insights UnlockedDesign for AI or disappear with UserTesting's Mike MaceEpisode web page: https://bit.ly/4rA1kKW Episode summary: In this episode of Insights Unlocked, host Nathan Isaacs sits down with Mike Mace, Executive Business Strategist at UserTesting, to explore a major shift already underway in the tech landscape: the rise of AI-powered conversational interfaces. Drawing from decades of industry experience, Mike warns that this is not a distant future trend—it's happening now, and it’s reshaping how companies must approach user experience, product design, and customer interaction. What you’ll learn in this episode: Why compan...
2025-12-0820 minInsights Unlocked
Insights UnlockedInnovation-ish: Practical tools for everyday innovatorsEpisode web page: https://bit.ly/49ucDxK Episode summary: In this episode of Insights Unlocked, UserTesting’s VP of Design Jason Giles sits down with Tessa Forshaw and Rich Braden—co-authors of Innovation-ish and longtime instructors of design thinking at Harvard and Stanford—to explore what truly drives innovation and why most people hesitate to participate in it. Tessa and Rich break down the science behind “innovation hesitation,” share tools for unlocking creativity, and explain how empathy, rapid prototyping, and metacognition can make innovation more human—and less intimidating. Whether you’re a product lead...
2025-11-2451 minInsights Unlocked
Insights UnlockedWhat most marketers miss about marketing effectiveness with Sorin PatilinetEpisode web page: https://bit.ly/49xoJWL ----------------------- Episode summary: What does it really mean for marketing to be "effective" in today’s complex, data-rich environment? In this episode of Insights Unlocked, Sorin Patilinet—PepsiCo’s Global Marketing Insights leader and author of Marketing Effectiveness—joins UserTesting CMO Johann Wrede for a deep dive into how marketers can shift from tactical fixes to strategic, system-wide thinking. Sorin unpacks the concept of marketing as a system, not just a set of disconnected tactics, and explains how AI and automation can enhance—not replace—hu...
2025-11-1046 minInsights Unlocked
Insights UnlockedAI employees and the future of work with Surojit ChatterjeeEpisode web page: https://bit.ly/4qwkj8C ----------------------- Episode summary: In this eye-opening episode of Insights Unlocked, host Mike Mace chats with Surojit Chatterjee—former Chief Product Officer at Coinbase and current founder and CEO of Ema—about the sweeping changes generative AI is bringing to the workplace. Surojit unpacks his vision of “AI employees”—intelligent agents that can handle complex workflows, adapt to company-specific processes, and act as true collaborators rather than just tools. Drawing on his leadership at Google, Coinbase, and now Ema, he explains why organizations must stop retro...
2025-11-0348 minInsights Unlocked
Insights UnlockedFinding the content-market fit your customers care about with Ross SimmondsEpisode web page: https://bit.ly/4nZFApH ----------------------- Episode summary: How do you know when your content is hitting the mark? And once you do, how can you scale it efficiently and strategically? In this episode of Insights Unlocked, host Nathan Isaacs sits down with Ross Simmonds, CEO of Foundation, a B2B content marketing agency known for its bold distribution strategies. Ross breaks down how to move beyond guesswork in content marketing by identifying real signals of content-market fit and using those insights to fuel smarter, faster content creation.
2025-10-2746 minInsights Unlocked
Insights UnlockedUnlocking SaaS growth with fast, focused customer researchEpisode web page: https://bit.ly/46FFJbA ----------------------- Episode summary: In this episode of Insights Unlocked, we dive deep into the intersection of customer research, growth strategy, and fast decision-making with Asia Orangio, founder and CEO of DemandMaven. Host Lija Hogan, principal of experience research strategy at UserTesting, guides the conversation as Asia shares how product-led SaaS companies can find traction by uncovering the real problems hiding behind the data. Key topics discussed: The art of understanding customers: Asia’s unexpected journey from oil painting to SaaS growth consultancy, an...
2025-09-2241 minInsights Unlocked
Insights UnlockedOptimize with empathy: Gwen Hammes on turning behavior into brand impactEpisode web page: https://bit.ly/4fEzKXi ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better?  Send me a voice message via email at podcast@usertesting.com ----------------------- Episode summary:This week on Insights Unlocked, Nathan Isaacs sits down with Gwen Hammes, co-CEO of CRO Metrics, to explore how brands can turn real customer behaviors into powerful, business-driving insights. With a career spanning top global agencies and now leading a growth experimentation firm, G...
2025-08-2530 minInsights Unlocked
Insights UnlockedEvery (buying) decision is emotional with Talia WolfEpisode web page: https://bit.ly/3Jjar14 ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better?  Send me a voice message via email at podcast@usertesting.com ----------------------- Episode summary:In this episode of Insights Unlocked, host Nathan Isaacs sits down with Talia Wolf—founder of GetUplift and author of Emotional Targeting—to explore how emotions drive conversions and why most teams overlook this critical factor in their optimization efforts. Talia shares...
2025-08-1830 minInsights Unlocked
Insights UnlockedConversion copywriting starts with customer researchEpisode web page: https://bit.ly/45oE6gF ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better?  Send me a voice message via email at podcast@usertesting.com ----------------------- Episode summary: In this episode of Insights Unlocked, host Nathan Isaacs chats with Chris Silvestri, founder of Conversion Alchemy, about what really makes copy convert. And spoiler alert, it’s not about being clever with words. Chris unpacks the importance of research-driven messaging, sharing his...
2025-08-1131 minInsights Unlocked
Insights UnlockedCrafting customer experiences with clarity and empathyEpisode web page: http://bit.ly/472L2m0 ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better?  Send me a voice message via email at podcast@usertesting.com ----------------------- What do magicians and marketers have in common? A lot more than you think. In this episode of Insights Unlocked, Nathan Isaacs chats with Jimi Gibson, Vice President of Brand Communication at Thrive Agency, to explore how lessons from the stage can radically transform how brands communicate a...
2025-08-0435 minInsights Unlocked
Insights UnlockedUX for startups: MVP tips and common design mistakesEpisode web page: https://bit.ly/4kYTrdD ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better?  Send me a voice message via email at podcast@usertesting.com ----------------------- In this episode, we sit down with UX veteran and startup advisor Oksana Kovalchuk to explore the common pitfalls early-stage founders make when building digital products and how to avoid them. Drawing on two decades of design, development, and mentoring experience, Oksana shares why user e...
2025-07-2837 minInsights Unlocked
Insights UnlockedWhy trust drives great customer experience with Mark SlatinEpisode web page: https://bit.ly/4eZNwDS ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better?  Send me a voice message via email at podcast@usertesting.com ----------------------- What does it take to consistently deliver exceptional customer experiences? In this episode of Insights Unlocked, guest Mark Slatin—CX thought leader, educator, and host of The Delighted Customer podcast—shares how trust acts as the foundation for business transformation. Drawing on his Trusted Guide Framework, Mark explores how t...
2025-07-2126 minInsights Unlocked
Insights UnlockedWhy shopper behavior is changing and what brands can do with Devora RogersEpisode web page: https://bit.ly/3U80YeU ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better?  Send me a voice message via email at podcast@usertesting.com ----------------------- In this episode of Insights Unlocked, Devora Rogers, Chief Strategy Officer at Alter Agents and co-author of Influencing Shopper Decisions, joins us to challenge outdated assumptions about how people shop. Devora shares her unconventional journey from storytelling to strategy and offers a fresh lens on...
2025-07-1419 minInsights Unlocked
Insights UnlockedHow empathy in marketing can unlock your brand’s higher purposeEpisode web page: https://bit.ly/4lcY2tG ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better?  Send me a voice message via email at podcast@usertesting.com ----------------------- What does it take to make marketing truly meaningful? In this episode of Insights Unlocked, we sit down with Steven Sakach, co-founder of AI CMO and CEO of Zero Company, to explore how businesses can create deeper emotional connections by putting empathy and purpose a...
2025-07-0733 minInsights Unlocked
Insights UnlockedWinning with zero-click marketing starts with customer empathyEpisode web page: https://bit.ly/4lhHPCW ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better?  Send me a voice message via email at podcast@usertesting.com ----------------------- In this episode of Insights Unlocked, Rand Fishkin, co-founder of SparkToro and marketing industry icon, joins hosts Mike McDowell and Nathan Isaacs to unpack one of the most disruptive shifts in digital marketing today: the death of attribution. Rand explains h...
2025-06-3049 minInsights Unlocked
Insights UnlockedDesigning products people trust with Robinhood’s Dheerja KaurEpisode web page: https://bit.ly/4l51qH3 ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better?  Send me a voice message via email at podcast@usertesting.com ----------------------- In this episode of Insights Unlocked, we sit down with Dheerja Kaur, Vice President of Product Management at Robinhood, for a deep dive into how thoughtful design, strategic innovation, and customer obsession can transform industries—especially one as complex and regulated as finance. D...
2025-06-2329 minInsights Unlocked
Insights UnlockedLeading customer-centric transformation with empathy and AI with Tabitha DunnEpisode web page: https://bit.ly/43Gxevp ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better?  Send me a voice message via email at podcast@usertesting.com ----------------------- In this episode of Insights Unlocked, hosts Nathan Isaacs and Bobby Meixner welcome customer experience (CX) leader Tabitha Dunn to discuss the intersection of empathy, artificial intelligence, and change management in building truly customer-centric organizations. Drawing on her executive experience leading CX and digital transformation a...
2025-06-1625 minInsights Unlocked
Insights UnlockedUX for AI: Designing intelligent experiences with Greg NudelmanEpisode web page: https://bit.ly/4kw3gQJ ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better?  Send me a voice message via email at podcast@usertesting.com ----------------------- In this episode of Insights Unlocked, we dive into the rapidly evolving intersection of UX design and artificial intelligence with Greg Nudelman, UX architect at Sumo Logic and author of UX for AI. Hosted by Sean Treiser, this conversation explores why conventional UX tools a...
2025-06-0943 minInsights Unlocked
Insights UnlockedUsing AI to streamline and elevate UX research with Google's Alita KendrickEpisode web page: https://bit.ly/4370dIB ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better?  Send me a voice message via email at podcast@usertesting.com ----------------------- In this episode of Insights Unlocked, we’re joined by Alita Kendrick, a UX researcher at Google leading accessibility research for the Google Cloud Platform and exploring new market opportunities. Alita discusses how generative AI is revolutionizing UX workflows—from streamlining planning docs to accelerating quali...
2025-05-2637 minInsights Unlocked
Insights UnlockedBuilding a customer research panel with BECUEpisode web page: https://bit.ly/3S1wxq4 ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better?  Send me a voice message via email at podcast@usertesting.com ----------------------- In this episode of Insights Unlocked, we sit down with Jessica Schultz, senior manager of experience research at BECU, to explore how one of the largest credit unions in the U.S. built a member research panel that delivers powerful insights—quickly and securely. ...
2025-05-1938 minInsights Unlocked
Insights UnlockedLeverage the Jobs To Be Done framework to drive growthEpisode web page: https://bit.ly/4d2nCOx ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better?  Send me a voice message via email at podcast@usertesting.com ----------------------- In this episode, UserTesting’s Lija Hogan sits down with Jim Kalbach, Chief Evangelist at Mural and author of The Jobs to Be Done Playbook, to discuss how the “Jobs to Be Done” framework can transform UX and business strategy in today’s growth-focused world. Ji...
2025-05-1240 minInsights Unlocked
Insights UnlockedThe power of courageous marketing with Udi Ledergor Episode web page: https://bit.ly/3YTrCuW ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better?  Send me a voice message via email at podcast@usertesting.com ----------------------- In this episode of Insights Unlocked, UserTesting CMO Johann Wrede chats with Udi Ledergor, former CMO and current Chief Evangelist at Gong, and author of Courageous Marketing. Udi shares why bold, differentiated marketing beats "best practices" every time—and how marketers can unlock ext...
2025-05-0545 minInsights Unlocked
Insights UnlockedDesigning AI products: Insights from Figma's 2025 reportEpisode web page: https://bit.ly/4400s9a-----------------------Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better? Send me a voice message via email at podcast@usertesting.com-----------------------In this episode of Insights Unlocked, Jason Giles, VP of Design at UserTesting, chats with Andrew Hogan, Head of Insights at Figma, about the evolving role of design in the AI era. Fresh off the release of Figma’s 2025 AI Report, Andrew shares key tak...
2025-04-2832 minInsights Unlocked
Insights UnlockedLeading AI transformation with Greg Shove of SectionEpisode web page: https://bit.ly/4jHDYyu-----------------------Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better? Send me a voice message via email at podcast@usertesting.com-----------------------PROMO CODE for this episode with Section's Greg Shove: USERTESTING30The code is good for Section courses and memberships. -----------------------In this episode of Insights Unlocked, Michael Domanic, Head of AI at UserTesting, sits down with Greg Shove, CEO o...
2025-04-2130 minInsights Unlocked
Insights UnlockedHow customer journey mapping and storytelling unlock innovation at G2Episode web page: https://bit.ly/4l9JDil-----------------------Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better? Send me a voice message via email at podcast@usertesting.com-----------------------In this Insights Unlocked episode, UserTesting’s Jason Giles sits down with Dane Howard, Vice President of Product Design at G2, for a powerful conversation on the intersection of storytelling, design leadership, and purposeful innovation. With a career that spans design leadership at Amazon, eBa...
2025-04-1434 minInsights Unlocked
Insights UnlockedHow FNBO is leverages its content marketing strategy to build trust and increase CSATEpisode web page: https://bit.ly/4l9JDil-----------------------Rate Insights Unlocked and write a reviewIf you appreciate Insights Unlocked, please give it a rating and a review.Visit Apple Podcasts, pull up the Insights Unlocked show page and scroll to the bottom of the screen. Below the trailers, you'll find Ratings and Reviews. Click on a star rating. Scroll down past the highlighted review and click on "Write a Review." You'll make my day.-----------------------In this episode of Insights Unlocked, we’re joined by Re...
2025-04-0734 minInsights Unlocked
Insights UnlockedDemotainment: how to create engaging product demosEpisode web page: https://bit.ly/408ltw2-----------------------Rate Insights Unlocked and write a reviewIf you appreciate Insights Unlocked, please give it a rating and a review.Visit Apple Podcasts, pull up the Insights Unlocked show page and scroll to the bottom of the screen. Below the trailers, you'll find Ratings and Reviews. Click on a star rating. Scroll down past the highlighted review and click on "Write a Review." You'll make my day.-----------------------In this episode of Insights Unlocked, host Nathan Isaacs talks with...
2024-12-3021 minInsights Unlocked
Insights UnlockedHow Givelify’s loyalty program inspires consistent givingIn this episode of Insights Unlocked,UserTesting’s Sean Treiser sits down with Neeraj Ramesh, Executive Producer of Giving Experiences at Givelify, a mobile and online platform for charitable donations that has empowered over 1.5 million people to give more than $5 billion to causes they care about. Neeraj shares the story of Givelify’s journey from a simple idea sparked in church to a powerful tool reshaping the future of giving.Together, they explore the strategies and philosophies that make Givelify stand out, from leveraging user feedback to creating features that genuinely connect with the emotional and practical need...
2024-11-2543 minInsights Unlocked
Insights UnlockedHow to convince your boss to send you to The Human Insight Summit (THiS) in Austin, TexasEpisode web page----------------------->>> Insights Unlocked audience survey
2024-09-1908 minInsights Unlocked
Insights UnlockedCalculating and communicating the ROI of UX research in your organization> Episode website
2024-05-2720 minInsights Unlocked
Insights UnlockedHow to leverage customer feedback for improved marketing engagementEpisode web pageThe Human Insight Summit (THiS) PROMO CodeThe Human Insight Summit (THiS) is headed to Austin, Texas, this October 28-30. THiS is our annual, in-person customer conference dedicated to helping organizations understand their customers by showing and sharing, first-hand, the possibilities of using human insight across the business. Get $100 off your registration with the podcast listener code: UNLOCKED. Learn more or register. Episode summary:Increasingly, brands are recognizing that customer feedback, traditionally important in UX design, is also crucial to shaping their marketing strategies.“We generally thi...
2024-05-2015 minInsights Unlocked
Insights UnlockedHow to demystify Information Architecture for improved user experiences> Episode website
2024-05-1336 minInsights Unlocked
Insights UnlockedEmbracing Humanity-Centered Design with Don NormanJoin us for a profound conversation with Don Norman, a pioneer in user experience and human-centered design. In this episode, Don unpacks the essence of staying curious throughout life, rethinks traditional design principles in favor of humanity-centered approaches, and examines the evolving role of AI in design.Episode website ----The Human Insight Summit (THiS) PROMO CodeThe Human Insight Summit (THiS) is headed to Austin, Texas, this October 28-30. THiS is our annual, in-person customer conference dedicated to helping organizations understand their customers by showing and sharing, first-hand, the possibilities o...
2024-05-0636 minInsights Unlocked
Insights UnlockedWhat to consider when designing your augmented futureEpisode web pageIn this Insights Unlocked episode, UserTesting’s Andy MacMillan talks with David Rose about designing our augmented realities and what UX designers, product leaders and others should consider as they take on that challenge.----The Human Insight Summit (THiS) PROMO CodeThe Human Insight Summit (THiS) is headed to Austin, Texas, this October 28-30. THiS is our annual, in-person customer conference dedicated to helping organizations understand their customers by showing and sharing, first-hand, the possibilities of using human insight across the business. Get $100 off your registration with th...
2024-04-2227 minInsights Unlocked
Insights UnlockedHow to transform your UX design process with continuous customer feedbackEpisode web pageIn this Insights Unlocked episode, UserTesting’s LeTisha Shaw talks with REI’s Monique Lalonde about their continuous interview program with customers to support the product development life cycle.----The Human Insight Summit (THiS) PROMO CodeThe Human Insight Summit (THiS) is headed to Austin, Texas, this October 28-30. THiS is our annual, in-person customer conference dedicated to helping organizations understand their customers by showing and sharing, first-hand, the possibilities of using human insight across the business. Get $100 off your registration with the podcast listener code: UNLOCKED. Lear...
2024-04-1512 minInsights Unlocked
Insights UnlockedNavigating the Future of UX Research: Insights from Dave HoraEpisode web pageIn this Insights Unlocked episode, Andy MacMillan, CEO of UserTesting, talks with Dave about the rapidly transforming UX research landscape, shedding light on how technological advances are reshaping our approach to understanding user experiences.----The Human Insight Summit (THiS) PROMO CodeThe Human Insight Summit (THiS) is headed to Austin, Texas, this October 28-30. THiS is our annual, in-person customer conference dedicated to helping organizations understand their customers by showing and sharing, first-hand, the possibilities of using human insight across the business. Get $100 off your registration with...
2024-04-0821 minInsights Unlocked
Insights UnlockedHow to succeed as a solo UX designer and product developer in 2024Episode web pageIn this Insights Unlocked episode, UserTesting’s Sean Treiser talks with UI/UX and product designer Karla Fernandes about designing, developing, testing and launching products on your own.----The Human Insight Summit (THiS) PROMO CodeThe Human Insight Summit (THiS) is headed to Austin, Texas, this October 28-30. THiS is our annual, in-person customer conference dedicated to helping organizations understand their customers by showing and sharing, first-hand, the possibilities of using human insight across the business. Get $100 off your registration with the podcast listener code: UNLOCKED. Learn mo...
2024-04-0125 minInsights Unlocked
Insights UnlockedInvesting in an AI-enabled futureIn this Insights Unlocked episode, UserTesting’s CEO Andy MacMillan talks with Chris Messina, co-founder of the Ride Home AI Fund. They discuss AI’s rapid integration into our lives; ways in which AI will revolutionize work; the key elements of a successful product today; as well as Chris’s investment strategy for AI startups.
2024-03-2530 minInsights Unlocked
Insights UnlockedSupercharge your research with intentional (and connected) note-takingIn this Insights Unlocked episode, UserTesting’s Lija Hogan talks with Jorge Arango, author of the new book Duly Noted: Extend Your Mind Through Connected Notes. They discuss the power of note-taking to help you be more knowledgeable and creative, both at a personal level and collaboratively with teams.
2024-03-1131 minInsights Unlocked
Insights UnlockedIs AI coming for your design job?In this episode of UserTesting’s Insights Unlocked podcast, Andy MacMillan talks with Pablo Stanley about AI’s impact on design.Pablo is the founder or co-founder of several design brands, most recently Bueno and the Musho AI plugin for Figma. Previously he was a lead designer at InVision, as well as a staff designer at Lyft and Udemy. He teaches art and design on his YouTube channel Sketch Together, as well as supports the Latinx community through his projects Latinx Who Design and Dreamer Stories.“I am a techno-optimist,” Pablo said. “I believe...
2024-02-2629 minInsights Unlocked
Insights UnlockedUX Research - Less Order Taking, More Strategic AdvisingIn this bonus episode, we look back to our conversation in Episode 87 with Ari Zelmanow and UserTesting’s Michelle Huff. Ari is a former police detective turned UX researcher and now leads User Experience Research at Twilio. In this clip, Ari explains why he thinks we need to reinvent UX researchers role within organizations to be less of a service provider and more of a consultant providing strategic advice.  Enjoy the episode.
2024-02-1209 minInsights Unlocked
Insights UnlockedDown time during the holidays? Update your portfolio or LinkedIn profileWelcome back to Insights Unlocked and a very happy holidays to everyone. For many people, the holiday season is a time for taking a break from work as we visit friends and loved ones and otherwise recharge our batteries. In this short encore episode, we listen to the conversation UserTesting's CEO Andy MacMillan had with Sarah Doody from Career Strategy Lab about making ourselves recession proof. One recommendation they had was investing time at least once a year in updating your LinkedIn profile, resume or CV. Seems like these slow days between the ho...
2023-12-2807 minInsights Unlocked
Insights UnlockedFrom idea to prototype: a step-by-step process for innovative digital product designIn this episode, UserTesting’s Lija Hogan talks with Leeyat Tessler, Senior User Experience Researcher at Capital One's Innovation Lab. Leeyat provides an inside look into the Lab's purpose-built space, where groundbreaking digital products are born. From initial research to the Wizard of Oz testing, they explore the intricacies of UX research and digital product design.
2023-12-1816 minInsights Unlocked
Insights UnlockedHow can AI elevate your UX Design? Insights from Chief Scientist Ranjitha KumarIn this Insights Unlocked episode, Liz Miller interviews UserTesting’s Chief Scientist Ranjitha Kumar about her unique perspective on integrating AI and machine learning (ML) into UX and experience research.
2023-11-1318 minInsights Unlocked
Insights UnlockedFrom friction to fortune: the art of gaining executive buy-in for experience researchTeams often tell us they have trouble connecting the dots between business value and experience research. Whether you’re a marketer, UX practitioner, or project manager, you should be working to match what you do with measurable business results.In this week’s Insights Unlocked, UserTesting’s Chief Operating Officer Josh Maltz talks with UpTop's Craig Nishizaki about getting executive buy-in for experience research.
2023-10-0924 minInsights Unlocked
Insights UnlockedUplevel your digital marketing with creative and prototype testingIn this week’s Insights Unlocked, UserTesting’s Paige Musto talks with Kristy, a senior manager for digital intelligence and optimization at F5. Their conversation was recorded at UserTesting’s The Human Insight Summit (THiS) in Seattle last month. They touch on various topics related to digital marketing, including creative and prototype testing, using qualitative insights to better understand the why behind web analytics, and more.
2023-10-0224 minInsights Unlocked
Insights UnlockedHow structured collaboration improve cross-team alignment in UXIn this week’s Insights Unlocked, UserTesting’s Sean Treiser talks with Deborah Roberts, about bridging the silos that can often occur within teams and departments. They offer up a range of actionable tips including using structured collaboration tools like FigJam, using visuals like journey maps or highlight reels and making sure to tie it all back to business goals. Deborah is a senior UX designer at UpTop, a Seattle-based agency where she has worked on projects that range from large online retailers and B2B technology companies to healthcare and fashion. Sean is UserTesting’s Insights Strateg...
2023-09-1827 minInsights Unlocked
Insights UnlockedGenerative AI: hype or the future of customer experience?In this episode, UserTesting’s CMO Michelle Huff talks with Liz Miller from Constellation Research about generative AI, unraveling misconceptions surrounding it, and exploring its profound impact on marketing and customer experience. Among the items they discussed, included: Misconceptions about generative AI Generative AI and storytelling Generative AI's role in customer experience Ethical considerations for brands when using generative AI Role of AI in design and content creation process How brands can ensure using AI fits with overall brand identity and values
2023-09-1128 minInsights Unlocked
Insights UnlockedUnleashing the power of research across your organizationIn today's episode, UserTesting’s Lisa Lloyd talks with Behzod Sirjani about democratizing research across the org, measuring research’s impact, how to tackle diversity and inclusion in research practices, overcoming resistance to research, and creating a go-no-go decision making framework.Behzod is founder of the Yet Another Studio consultancy, working with a range of clients including Figma and Dropbox. Behzod is a research consultant, advisor, and investor. He is also an Executive in Residence and Program Partner at Reforge, where he built and leads the User Insights for Product Decisions program. Previously, Behzod led Research Operations at S...
2023-09-0431 minInsights Unlocked
Insights UnlockedMastering market research on a budgetIn this Insights Unlocked episode, Mike McDowell, a senior solutions consultant at UserTesting, interviews Mireya Arteaga from GoDaddy about actionable research tips any small business, side hustle or even Fortune 100 company can employ. Mireya is a lead CX researcher with GoDaddy with 12 years experience in customer experience, messaging, and optimizing marketing content.
2023-08-2823 minInsights Unlocked
Insights UnlockedUnlocking insights through strategic internal researchIn this week’s 🎙️🔓 Insights Unlocked, the topic of trust-building through internal research took center stage. The conversation between UserTesting’s Michael Mace and Adrian Howard shed light on the significant impact of understanding internal dynamics and using UX methodologies within organizations to foster collaboration, innovation, and success.One key theme discussed was the fear of being identified when providing honest feedback within an organization. Howard, a prominent figure in UX research and leadership coaching, shared insights into this common concern. "The fear of being identified really speaks to a valid worry that many individuals face when conducting r...
2023-08-2126 minInsights Unlocked
Insights UnlockedWhy you need to build a future-ready strategic insight and foresight teamIn this episode of Insights Unlocked, UserTesting’s CMO Michelle Huff talks with Ari about why organizations should be turning their UX research function into future-ready strategic insight and foresight teams (SIFT)."Ari’s perspective challenges the status quo and encourages us to rethink how we approach UX research," Michelle said. "By transforming research teams into strategic insight and foresight teams, businesses can make informed decisions that align with both customer needs and business goals."
2023-08-1422 minInsights Unlocked
Insights UnlockedAutomating the mundane: how AI elevates UX researchers' impactIn this episode of the Insights Unlocked podcast, UserTesting's CEO Andy MacMillan talks with Ranjitha Kumar, UserTesting’s Chief Scientist about the evolving role of AI in the world of UX research, shedding light on how AI can revolutionize the way we design and optimize digital products.One of the key takeaways from the episode was the remarkable power AI holds in transforming the experience research landscape. By leveraging AI's capabilities, UX researchers and product managers can unlock deeper insights, automate mundane tasks, and streamline their workflows, allowing them to focus on more creative and innovative aspects of...
2023-07-3128 minInsights Unlocked
Insights UnlockedMake faster, more durable decisions throughout your organizationFrom the C-suite to the front lines, everyone wishes life could be less complex, but that often feels impossible.Understanding the art of decision-making can shape your future path whether you're a tech professional, a business leader, or someone navigating life's many choices.In this week’s episode of Insights Unlocked, Janice Fraser, co-author "Farther, Faster, and Far Less Drama," discusses her four leadership motions, which she believes will help you achieve goals faster, make complex situations more manageable, and create momentum even during overwhelming circumstances.She and UserTesting’s CEO Andy MacMillan dive...
2023-07-2428 minInsights Unlocked
Insights UnlockedHow to recession proof your UX research careerSarah Doody coaches UX and other tech professionals every day about what they need to do to take the next step in their careers. In this season’s first episode of Insights Unlocked, UserTesting’s CEO Andy MacMillan chats with Sarah about navigating your UX career over the next 1 to 2 years.
2023-07-1729 minInsights Unlocked
Insights UnlockedNew season of Insights Unlocked coming soon!Welcome to Insights Unlocked, a new podcast from UserTesting. If you’ve listened to and followed our past shows, the Human Insights Podcast and UXpeditious, you will also love Insights Unlocked.Each episode brings you quick, insightful stories and interviews on how successful digital products and experiences are built and delivered through customer insights–from concept through execution.Every Monday we deliver you a 25-minute conversation packed with smart insights and ideas from innovative thinkers, leaders and practitioners across the digital experience industry. Hear how brands like IKEA, Grammarly, Atlassian and Capital One among others are...
2023-07-1002 minInsights Unlocked
Insights UnlockedConnecting insights in a relatable way to solve problems with Andy MacMillan from UserTestingIn this episode, Andy and Janelle recap the past season of the Human Insight Podcast.Thank you to all the listeners of the podcast, wherever you may be. And thank you to all the guests for making time for us and sharing their stories.
2022-12-1931 minInsights Unlocked
Insights UnlockedCenter for Human Insight: using human insight for business decision-making with Michael MaceWhat is Human Insight? What can you do with human insight? And how do you get started gathering human insight? Those are the big three questions the Center for Human Insight, presented by UserTesting, hopes to answer. “People tend to think of user tests as being something just tied to usability when in fact it's a way to get broad feedback on anything that you need to get reactions to or input on in real time,” said Michael Mace, VP of the Center for Human Insight. “And the range of things you can do with it, the...
2022-12-0538 minInsights Unlocked
Insights UnlockedWhen you can stop talking to your customers with Julia Austin from Harvard Business School’s Rock Center for EntrepreneurshipJulia Austin is a strong advocate for feedback never stopping, whether she is pushing her students to get out and talk with customers or talking with business leaders. “I'll get this question, especially from founders early on, of ‘when do I stop talking to my customers and getting feedback and start building my product?,’” said Austin, Senior Lecturer at Harvard Business School’s Rock Center for Entrepreneurship where she currently teaches Startup Operations. “And I'm like, ‘Never ... You need to be talking to them all the time.”In this episode of the Human Insight Podcast, Austin joins User...
2022-11-0733 minInsights Unlocked
Insights UnlockedDigital initiatives and understanding how people work with Kaj van de Loo, UserTesting’s Chief Technology OfficerYou have to understand how people work, and why, says Kaj van de Loo, UserTesting’s Chief Technology Officer, on this week’s episode of the Human Insight Podcast. “What do they actually want to do or need to do to reach their goals, vs. what are they doing as weird workarounds or because they are being told to do,” he said. “Look at the former, and support it. In our case, every product manager, designer, and engineer wants to understand our customers and users and they all want to hear about how our product is being used, what...
2022-10-3131 minInsights Unlocked
Insights UnlockedCultivating customer empathy in a data-driven world with Brian SolisProducer’s note: This week’s episode is a conversation with futurist and author Brian Solis at The Human Insight Summit held in New Orleans in 2022.Do you know how your customers experience your brand today? Do you know how they really feel? Do you know what they say when you're not around? You think you know your customers, but you really have no idea–until you talk to them!Brian Solis, author of X: The Experience When Business Meets Design, joined Janelle Estes, UserTesting’s Chief Insights Officer and co-author of User Tested, met onstage...
2022-10-2433 minInsights Unlocked
Insights UnlockedConnecting with your audience through sponsored communities with Wesley Faulkner, Senior Community Manager at Amazon’s AWS"When you're thinking about measuring a community, usually what you measure is what you effect," said Wesley Faulkner, Senior Community Manager at Amazon’s AWS. "So, if you're not measuring the success of the people who are in the community, if that's not part of the measurements, then you're really not going to be tracking that. Thus, you may lose sight of what makes your community good."Wesley talked with Andy MacMillan, UserTesting's CEO, and Janelle Estes, UserTesting's Chief Insights Officer, in this episode of the Human Insight Podcast. Wesley is a first-generation American, public spe...
2022-09-2641 minInsights Unlocked
Insights UnlockedThe three survival metrics for building better products with Adam ThomasAdam Thomas believes the role of a product manager is one thing only: how do you help the organization make better decisions consistently? Part of that is knowing when to stop work on a product idea, when to pivot on a product, and when to double down on a product initiative. Adam, lead product manager at SmartRecruiters, as well as a speaker, consultant and technologist, has developed what he calls  Survival Metrics to help product managers do just that. Adam joined Janelle Estes, UserTesting’s Chief Insights Officer, on this week’s episode of the Human I...
2022-05-3041 minInsights Unlocked
Insights UnlockedUnderstanding the accessibility and usability of UX writing with Bobbie Wood from UX Content CollectiveGood UX writing begins with usability and accessibility. Bobbie Wood, founder and CEO of UX Content Collective, joins the Human Insight Podcast this week to discuss UX writing and the importance of making it inclusive to everyone and all abilities. Bobbie and co-host Janelle Estes, UserTesting’s Chief Insights Officer, also discuss how Artificial Intelligence will impact UX writing.We also solicited feedback from UX writers and content writers from around the world, asking their thoughts about AI and how it may affect their careers.You can watch highlight reel videos of w...
2022-05-2342 minInsights Unlocked
Insights UnlockedDelivering value to both your customers and your business with C. Todd Lombardo from OpenlyOne of the rules of product research is “insights are best shared,” says C. Todd Lombardo.The subtext is never write a report that no one is going to read. C. Todd is the vice president of product and design at Openly, an insurance-tech company empowering agents to deliver a higher standard of service through cutting-edge technology and comprehensive options.He joined UserTesting’s CEO Andy MacMillan on the Human Insight Podcast to talk about all things product management, such as how he shares insights and aligns the company with what customers want. Ins...
2022-05-1633 minInsights Unlocked
Insights UnlockedGrowing your audience with an "Only we" strategyWhat makes a podcast worth listening to?That is an overarching question we’ll be asking as we kick off Season 5 of the Human Insight Podcast. After four seasons, we're reaching out to listeners to see what's working and what needs improvement.In this episode, we interview Dan Misener, Director of Audience Development at Pacific Content. Pacific Content helps brands—such as Ford, Charles Schwab, Adobe, Mozilla and many others—develop and produce award-winning podcasts.If anyone knows what makes a great podcast, it will be Dan and the team at Pacific. We al...
2022-05-0932 minInsights Unlocked
Insights UnlockedThe three pillars of a great customer experience with Nick Mehta from GainsightNick Mehta, CEO at Gainsight, believes there are three pillars to a great customer experience and he points to Peloton as an example. One thing great about Peloton is they combine human and digital, Nick said. First, you need a human connection. That could be a customer success manager at a B2B tech company. And for Peloton, it is the relationship with a coach. Nick’s favorite instructor Cody Rigsby for example. The second pillar is the product. Nick said Peloton’s digitally-connected product delivers what he (the customer) needs and wants to know...
2022-03-2827 minInsights Unlocked
Insights UnlockedUnderstanding how your customers think and feel with Iain Roberts from IDEOIf you asked someone shopping for a new truck whether they would purchase an electric truck what do you think would be the answer?Now ask those same potential customers if they want to run their power tools off the bed of the truck? Or in an emergency, would they want to be able to power their homes off their truck so the ice cream doesn’t melt?“That insight is the beauty of understanding customers in a way that isn’t just what they say and do but in what they think and feel,” said Iai...
2022-03-2129 minInsights Unlocked
Insights UnlockedBuilding an insights engine for your organization with Jim Kalbach at MURALDuring the writing and editing of User Tested, coauthor Janelle Estes reached out to Jim Kalbach to review draft chapters and share his feedback. Kalbach, the Chief Evangelist at MURAL and author of several books, loved the book but wanted more stories and proof points. In this bonus podcast episode, a previously recorded LinkedIn Live conversation, Kalbach and Estes, UserTesting’s Chief Insights Officer, discuss the writing of User Tested and the importance of talking with your customers. Kalbach reviewed the first two chapters on why Human Insights are important, and the last two c...
2022-03-1422 minInsights Unlocked
Insights UnlockedDeliver value at every stage of the customer journey with Harsha Thayi from T. Rowe PriceWhen T. Rowe Price rolled out a new process for creating an online investment account, they discovered a 37% drop off on the very first step after users opened the webpage.They needed to know “why behind the what” and for that they turned to UserTesting. Within hours they’d identified the problem and were making fix recommendations to product owners. The T. Rowe Price story is one of many shared in User Tested and that is being featured in Season 4 of the Human Insights Podcast. The book was authored by podcast hosts Janelle Estes, UserTesting’s Chief I...
2022-03-0731 minInsights Unlocked
Insights UnlockedThe #1 key to your startup's success with Ben Hoggan from Notre Dame's IDEA CenterBen Hoggan's team at the Notre Dame's IDEA Center has mentored close to 200 startups and would-be startups  from concept to revenue over the last four years.The best way, he said, to know if a company will be successful is by talking with its customers and potential customers. And after more than 6,000 customer interviews on behalf of those startups, he should know."It is very selfish to invest in customer research," said Hoggan, the Director of De-Risking at The IDEA Center. "You're saving yourself time. You're saving yourself money."Standing for Innovation, De-Risking, a...
2022-02-2829 minInsights Unlocked
Insights UnlockedPowering your experience ecosystem to the next level with Tom Lorusso from MicrosoftIn this episode, Janelle Estes talks with Tom Lorusso, the Principal User Research Lead for Xbox and gaming across Windows products and devices.Tom has been working in games for over 7 years, with 15 years in the user research field on phones, operating systems and portable ultrasound. Tom and his Xbox Experiences team tackle a variety of research questions in social gaming, community, monetization, communication, cross-platform gaming, video consumption, accessibility, and inclusivity.Tom's story at Microsoft is one of many shared in User Tested and that are being featured in Season 4 of the Human Insights Podcast...
2022-02-2146 minInsights Unlocked
Insights UnlockedHow a UX insights show is must-see programming at HelloFreshThis week on the Human Insight Podcast, we are excited to have James Villacci joining us to discuss how HelloFresh is scaling customer insights across the organization. As the first UX Researcher at HelloFresh, James Villacci established the value of conducting studies on the company’s online and offline projects. He is now head of Global UX Research at the company, which is the largest meal-kit provider in the world. He evangelized the power and impact of getting fast customer feedback through what has become “The Insights Show,” an internal watch party of customer insights that dra...
2022-02-1428 minInsights Unlocked
Insights UnlockedBuilding a design-driven culture at AAAIn this week’s episode, James Lane shares the evolving story of how AAA is becoming a design-driven organization.James, a Senior Product Design Manager at AAA Club Alliance, joins host Janelle Estes, UserTesting’s Chief Insights Officer, and Andy MacMillan, UserTesting’s CEO, to share AAA’s story, which is one of many being shared in the upcoming User Tested and that will be featured in Season 4 of the Human Insights Podcast. The book was authored by podcast hosts Janelle Estes, UserTesting’s Chief Insights Officer, and Andy MacMillan, UserTesting’s CEO. The book is being released on...
2022-02-0732 minInsights Unlocked
Insights UnlockedStrengthening your startup with customer feedback with Jhanvi Shriram and Ketaki Shriram from Krikey2022 may turn out to be the big bang of the metaverse, but no matter the reality- augmented, virtual, extended or mixed- doing business in an increasingly digital world needs to begin the human experience.This week on the Human Insight Podcast, Krikey co-founders Jhanvi Shriram and Ketaki Shriram join host Janelle Estes, UserTesting’s Chief Insights Officer, to share how they are putting customers first for their mobile augmented reality (AR) gaming app.Jhanvi, the CEO of Krikey, and Ketaki, the CTO, have been featured in the Forbes 30 under 30 list, and Fast Company’s Best Apps...
2022-01-3135 minInsights Unlocked
Insights UnlockedScaling insights across your organization with Jennifer Lee from WiseIn this episode, Jennifer Lee, UX Research Lead at Wise, shares her experience being the company’s first qualitative researcher to scaling insights across the company.Wise (formerly known as TransferWise) is a publicly-traded, London-based technology company founded in 2011. Wise is building the best way to move and manage money around the world, helping a community of over 10 million like-minded people and businesses.Wise’s story is one of many shared in the upcoming User Tested and that will be featured in Season 4 of the Human Insights Podcast. The book was authored by podcast hosts Jane...
2022-01-2446 minInsights Unlocked
Insights UnlockedThe flywheel of customer feedbackJoin Andy MacMillan, CEO of UserTesting, and Janelle Estes, Chief Insights Officer at UserTesting, as they recap Season 3 of the Human Insight Podcast. And in January, Season 4 of the podcast launches with a focus on the success stories, examples and playbooks from User Tested, the new book co-authored by Janelle and Andy, now available for pre-order.
2021-12-2744 minInsights Unlocked
Insights UnlockedWhat is (and isn't) customer centricity?This week on the Human Insight Podcast, we interview Brent Leary, CRM industry observer, author and speaker. Leary is co-founder and Managing Partner of CRM Essentials LLC, an Atlanta based CRM/CX advisory firm covering tools and strategies for improving business relationships. He writes regularly for CRM Magazine and ZDNet, and is a founding member of Newseek's Expert Forum. He hosts the weekly One on One conversation series for Small Business Trends, the A Few Good Minutes livestream series, co-hosts The CRM Playaz show, and is a regular on the Gillmor Gang show on TechCrunch.I...
2021-12-2045 minInsights Unlocked
Insights UnlockedMaking a difference in HealthTech UX with Andrew Frueh from Health CatalystYou could design UX for a B2C to increase conversions. Or you could oversee UX for health tech company and, ultimately, save or improve lives.For Andrew Frueh it was an easy choice. Frueh is the senior vice president of UX design at Health Catalyst, a leading provider of data and analytics technology and services to healthcare organizations. This week, he joins Janelle Estes, UserTesting’s Chief Insights Officer, on the Human Insight Podcast where they talk about: What metrics or KPIs does his UX team directly or indirectly influence? How d...
2021-12-1347 minInsights Unlocked
Insights UnlockedThe three skills of successful product managers with Carlos Gonzalez de Villaumbrosia of Product SchoolThis week on the Human Insight podcast, we interviewed Carlos Gonzalez de Villaumbrosia, Founder and CEO of Product School. Product School is the global leader in product management training with a community of over one million product professionals. Product School instructors are real-world Product Leaders working at top companies including Google, Facebook, Netflix, Airbnb, PayPal, Uber, and Amazon.In his interview with Janelle Estes, UserTesting's Chief Information Officer, Carlos discusses:  The role of a product manager in today’s world The skills and experiences product managers need to be successful  The role customer feedback plays...
2021-11-2936 minInsights Unlocked
Insights UnlockedWhy great product teams adopt a continuous discovery mindset with Teresa TorresThis week on the Human Insight podcast, we interviewed Teresa Torres, author of Continuous Discovery Habits. Teresa teaches a structured and sustainable approach to continuous discovery that helps product teams infuse their daily product decisions with customer input. She’s coached hundreds of teams at companies of all sizes, from early-stage start-ups to global enterprises and has taught over 6,500 product people core discovery skills through the Product Talk Academy. In her interview with Janelle Estes, UserTesting’s Chief Insights Officer, Teresa discusses: What is continuous discovery? What role does customer input and feedback play in a p...
2021-11-1543 minInsights Unlocked
Insights UnlockedDeveloping continuous engagement with your customers with Emily CarrionThis week on the Human Insight podcast, we interviewed Emily Carrion, VP of Marketing at Esper and veteran of the Seattle startup scene. In her interview with Janelle Estes, UserTesting’s Chief Insights Officer, Carrion discusses: Her observations on the progress being made in getting more women startup founders, board members, and senior leaders The marketing challenges she is addressing this quarter Why it’s important to hear directly from customers, in their own voices What startups should prioritize with their customer feedback and testing? Her advice developing continuous engagement with customers
2021-11-0839 minInsights Unlocked
Insights UnlockedIdentifying your best fit customer with April DunfordThis week on the Human Insight podcast, we interview April Dunford, a tech executive, board member, CEO and founder of Ambient Strategy, and author of Obv!ously Awesome: How to Nail Product Positioning so Customers Get It, Buy It, Love It.In her interview with Janelle Estes, UserTesting’s Chief Insights Officer, Dunford discusses:  Is positioning just for startups How has the pandemic changed the role of positioning  How our biases inhibit our positioning efforts Who should be involved in positioning The importance of customer feedback in developing your positioning And how to identify your best fit...
2021-11-011h 00Insights Unlocked
Insights UnlockedWhat does it mean to be customer obsessed? A conversation with Tesco Bank's Catherine RichardsCatherine Richards said one way Tesco Bank builds a CX culture is through positive disruption.“And what I mean by that is, as leaders, you need to know when to make a call to positively disrupt how you're working,” said Richards, who is head of design at Tesco Bank. An example was introducing Customer Wednesdays, a day dedicated in the week to spending time with the bank’s customers. They started that four years ago, bringing in customers to get feedback early in the design process. That’s continued during the pandemic, just that now they get...
2021-06-0740 minInsights Unlocked
Insights UnlockedHow to become a great product managerChristian Idiodi has led or consulted on nearly 200 successful product launches for a range of companies from startups to big banks. So, you’d think he always wanted a career in product management, right? “Actually, I wanted to be a doctor,” said the partner at Silicon Valley Product Group, a global product consulting firm. “I wanted to solve hard problems like cancer or HIV. That was always what I had dreamed and aspired to be.”Idiodi joined the Human Insight Podcast to discuss what makes a great product manager, how companies and managers should invest in coaching...
2021-05-2448 minInsights Unlocked
Insights UnlockedReinventing how we work: a roundtable discussion with MURAL and UserTestingAs Jim Kalbach likes to say, work is not an office, it is what we accomplish together. As many companies are now planning if and when their employees return to offices, the questions of what work is and how we accomplish it are top of mind. This week’s Human Insight Podcast dives into the topic in a roundtable discussion with Mariano Suarez-Battan, co-founder and CEO at MURAL; Kalbach, Chief Evangelist at MURAL; Andy MacMillan, CEO at UserTesting, and Janelle Estes, Chief Insights Officer at UserTesting. In their conversation, they discuss:  Distributed collab...
2021-05-1742 minInsights Unlocked
Insights UnlockedBuilding strong design teams that scale: a conversation with Susan RiceHow do you build a customer-focused design team that scales?Susan Rice has done it three times. She’s the Vice President of UX at Workiva, a global SaaS reporting compliance platform that enables the use of connected data and automation for reporting across finance, accounting, risk, and compliance.In her Human Insight Podcast interview with Janelle Estes, UserTesting’s Chief Insights Officer, Rice discusses:  Building a customer-focused team Her favorite UX design KPI UX design differences between B2B and B2C Advice for those embarking on a design career
2021-05-1046 minInsights Unlocked
Insights UnlockedRetail trends that will outlast the pandemic with Sean McKeeThe pandemic has changed so much about retail, but some retail trends will outlast the pandemic, such as providing a personalized experience, says Sean McKee, the former Director of eCommerce and CX at UK footwear retailer, Schuh.In his Human Insight Podcast interview with Janelle Estes, UserTesting’s Chief Insights Officer, McKee discusses:  His 25-year career at Schuh from storeroom to boardroom The biggest changes to retail and ecommerce over that time Keeping a customer focus in a sea of ecommerce data points “What retailers have to think about is the question of experience and what...
2021-05-0342 minInsights Unlocked
Insights UnlockedCreating a framework for customer listening with Dan Storms from CookUnityDan Storms, CookUnity’s Chief Product Officer, said adding steps to their sign up process had a positive result on the business. It was a counterintuitive action from a design perspective. Usually, you want to eliminate steps. But listening to their best, most raving fans, yielded insights that a few added questions initially would result in an even better experience for customers. And it was great for CookUnity, too. They saw a 50% increase in conversions. The three-year-old startup is a direct-to-consumer meal delivery platform that allows its customers to choose a range of ready...
2021-04-2651 minInsights Unlocked
Insights UnlockedAccelerating edtech: A conversation about supporting learners in a remote world with Raina MehtaEdtech is booming.  In this episode of the Human Insight podcast, we interview Raina Mehta who is vice president and head of product and UX at Kaplan. In her interview with Janelle Estes, UserTesting’s Chief Insights Officer, Raina shares how Kaplan is accelerating edtech and the challenges they–and all edtech–have to address to engage with today’s online learners.
2021-04-0533 minInsights Unlocked
Insights UnlockedSeason Two coming soonIn this season of the Human Insight podcast, Andy MacMillan and Janelle Estes will be talking with some incredible experts and thought leaders who believe in, value, and invest in human insight to get a holistic understanding of their customers.That includes Raina Mehta, head of Product and UX at Kaplan; John Couch, author of The Art of Creative Rebellion, and Dan Storms, Chief Product Officer at CookUnity, and many others. On the show, we’ll shed light on trends; explore how we can learn and get better, and elevate the work of leaders and exp...
2021-04-0201 minInsights Unlocked
Insights UnlockedInnovation & UX in the public sector with MIT Media Lab and Harvard Kennedy SchoolStephanie Nguyen, Research Scientist, MIT Media Lab and Nick Sinai, Senior Advisor, Insight Partners and Adjunct Faculty, Harvard Kennedy School join UserTesting CEO, Andy MacMillan, and Chief Insights Officer, Janelle Estes.
2020-11-3038 minInsights Unlocked
Insights UnlockedUX in a B2B worldKate Lawrence, Senior Director, User Experience at Akamai Technologies, joins UserTesting CEO, Andy MacMillan, and Chief Insights Officer, Janelle Estes, to discuss user experience in B2B.
2020-11-1645 minInsights Unlocked
Insights UnlockedThe parallels between UX/CX and employee experienceUserTesting's Chief Insights Officer, Janelle Estes, and Head of UX Research at Humu, Marieke McCloskey, discuss the parallels between UX/CX and employee experience.
2020-11-0231 minInsights Unlocked
Insights UnlockedHarnessing customer emotion to create meaningful experiencesUX leader Paul Stonick joins UserTesting's CEO, Andy MacMillan, and Chief Insights Officer, Janelle Estes, to discuss harnessing customer emotion to create meaningful experiences.
2020-10-1934 minInsights Unlocked
Insights UnlockedBuilding a customer-centric culture at Rothy'sRothy's Product Designer, Gina DeMatteo, joins UserTesting CEO, Andy MacMillan, and Chief Insights Officer, Janelle Estes, to discuss taking a proactive approach to understanding and addressing customer needs and building a customer-centric culture.
2020-10-0639 minInsights Unlocked
Insights UnlockedMeasuring user happinessTomer Sharon, Managing Director, Head of User Research & Metrics at Goldman Sachs, joins UserTesting Chief Insights Officer, Janelle Estes, to discuss measuring user happiness.
2020-09-0727 minInsights Unlocked
Insights UnlockedMessaging and brand during coronavirusUserTesting's Chief Insights Officer, Janelle Estes,‍ hosts a discussion with CEO and Founder of Motivate Impact, Mona Patel, on messaging and brand during the COVID-19 pandemic.
2020-08-0619 min