Human Insight Podcast
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Welcome to the Human Insight Podcast where we share with you the business stories, ideas, and trends shaping the future of customer experience told first-hand by the experts themselves. This is your show if you work in product management, UX design and research, marketing, digital transformation and more.
Available episodes
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Dec 19, 2022
Season 6 recap: connecting insights in a relatable way to solve problems
In this episode, Andy and Janelle recap season six 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.
We’re currently planning Season 7. If you have an insight you want us to investigate, or a guest you recommend, please email us at podcast@usertesting.com.
*Follow us on LinkedIn or Twitter*
*Co-host **Janelle Estes** | **@janelle_estes*
*Co-host **Andy MacMillan** | **@apmacmillan*
*Producer **Nathan Isaacs** | **@isaacsnd*
*UserTesting** | **@usertesting*
Have an episode suggestion or guest recommendation? Share on social with the tag *#HumanInsights*
*Get a free video of a real person reviewing your website*
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Dec 12, 2022
13 episode clips that'll make you a better product leader
In this episode, we curated 13 clips from past episodes of the Human Insight Podcast to give you insights on being a better product leader.
You will hear from C. Todd Lombardo, author of several books including Product Roadmaps Relaunched; Silicon Valley Product Group’s Christian Idiodi; Product School’s Carlos Gonzalez de Villaumbrosia, Harvard Business School’s Julia B. Austin, Radhika Dutt, author of Radical Product Thinking; Teresa Torres, author of Continuous Discover Habits, Ignition’s Karthik Suresh, and IDEO’s Iain Roberts.
* How the role of product management evolving
* How the product leader’s role has changed
* Key skills product managers need to be successful
* 3 fundamental characteristics that makes a great product manager
* What makes a great product team
* Three pillars of radical product thinking
* What is continuous discovery
* Why customer feedback is critically important to your success
* Key elements for a successful product launch
* How do you include execs in a design sprint
* How do you know when you have good product market fit
* The seven diseases of of product strategy & development
* The future of product
*Follow us on LinkedIn or Twitter*
*Co-host **Janelle Estes** | **@janelle_estes*
*Co-host **Andy MacMillan** | **@apmacmillan*
*Producer **Nathan Isaacs** | **@isaacsnd*
*UserTesting** | **@usertesting*
Have an episode suggestion or guest recommendation? Share on social with the tag *#HumanInsights*
*Get a free video of a real person reviewing your website*
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Dec 5, 2022
Center for Human Insight: using human insight for business decision-making
What 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 range of things you can learn are just amazing. We want to bring that to life for everybody so that they see what you can do.”
Mace along with Michael Domanic, Head of Solutions Partners at UserTesting; and Sean Treiser, Insights Strategist at UserTesting, were guests on this week’s episode of the Human Insight Podcast.
In their conversation, they also discussed:
* What is the Center for Human Insight
* Who is the center’s target audience
* How does someone submit an article or tip for gathering feedback to the center
Links from the show
Center for Human Insight
Emailing the center: centerforhumaninsight@usertesting.com
*Follow us on LinkedIn or Twitter*
*Co-host **Janelle Estes** | **@janelle_estes*
*Co-host **Andy MacMillan** | **@apmacmillan*
*Producer **Nathan Isaacs** | **@isaacsnd*
*UserTesting** | **@usertesting*
Have an episode suggestion or guest recommendation? Share on social with the tag *#HumanInsights*
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Nov 21, 2022
Creating a great product onboarding experience
Customer onboarding is critical to the success of a business not just in activation, but in the long-term retention of those users.
Typically, we think of the example of when we sign up a new customer and then onboard them on our product or service.
But onboarding is more than that. You’ll need to re-onboard a once-every-few-months user every time they log on. And you’ll need to successfully onboard a customer every time you release a new product feature.
“If you don't,” says Pulkit Agrawal, cofounder and CEO of Chameleon, “that feature won't get adoption activation, retention, and won’t be part of the reason why customers stick around.”
Chameleon helps companies build better onboarding experiences. Agrawal was this week’s guest on the Human Insights Podcast, joining co-hosts Andy MacMillan and Janelle Estes.
“User onboarding, while it's typically considered at the start of the product journey, really applies across the product lifecycle as you build functionality,” Agrawal said. “And in the world of product-led today, where really the companies that have the best products and the most usage in engagement are the ones that win, it's really vital that companies have a method, a process, a system and tooling to continue to onboard users onto features and continue to drive engagement adoption.”
Listen to the episode and learn more about:
* Why companies should focus on the why and not just the how with onboarding
* The importance of onboarding, especially in a usage-based pricing model
* How a friction log can help improve your customers’ onboarding experiences
Episode links:
* Chameleon
* Pulkit Agrawal on LinkedIn
* Chameleon funding round
* Gerrard: My Autobiography by Steven Gerrard
* Nudge: The Final Edition by Richard H. Thaler
* Jonathan Livingston Seagull: The Complete Edition by Richard Bach
*Follow us on LinkedIn or Twitter*
*Co-host **Janelle Estes** | **@janelle_estes*
*Co-host **Andy MacMillan** | **@apmacmillan*
*Producer **Nathan Isaacs** | **@isaacsnd*
*UserTesting** | **@usertesting*
Have an episode suggestion or guest recommendation? Share on social with the tag *#HumanInsights*
*Get a free video of a real person reviewing your website*
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Nov 14, 2022
Our 2nd annual book recommendations from guests
Welcome to our second annual roundup of book recommendations from guests on the Human Insight Podcast.
It is a good mix of books, covering creativity, money, innovation and product development. There is even a children’s book recommendation, as well as one for a newsletter.
And don’t forget, our own Janelle Estes and Andy MacMillan also wrote User Tested, which was published earlier this year.
* *Brave New Work by Aaron Dignan*
* *Gerrard: My Autobiography by Steven Gerrard*
* *Nudge: The Final Edition by Richard H. Thaler*
* *Jonathan Livingston Seagull: The Complete Edition by Richard Bach*
* *Build: An Unorthodox Guide to Making Things Worth Making by Tony Fadell*
* *The Gruffalo in Scots by Julia Donaldson*
* *The Book of Joy: Lasting Happiness in a Changing World by Dalai Lama*
* *The Marginalian by Maria Popova*
* *Dare to Lead: Brave Work. Tough Conversations. Whole Hearts. by Brené Brown*
* *The Psychology of Money: Timeless lessons on wealth, greed, and happiness by Morgan Housel*
* *Birdgirl By Mya-Rose Craig*
* *End of Bias: A Beginning by Jessica Nordell*
* *Invisible Women: Data Bias in a World Designed for Men by Caroline Criado Perez*
* *How Democracies Die by Steven Levitsky*
* *Permanent Record by Edward Snowden*
* *The Mom Test: How to talk to customers & learn if your business is a good idea when everyone is lying to you by Rob Fitzpatrick*
*
*Follow us on LinkedIn or Twitter*
*Co-host **Janelle Estes** | **@janelle_estes*
*Co-host **Andy MacMillan** | **@apmacmillan*
*Producer **Nathan Isaacs** | **@isaacsnd*
*UserTesting** | **@usertesting*
Have an episode suggestion or guest recommendation? Share on social with the tag *#HumanInsights*
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Nov 7, 2022
When you can stop talking to your customers
*Julia 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 UserTesting’s CEO Andy MacMillan and Chief Insights Officer Janelle Estes to discuss the importance of customer feedback, as well as: *
* *What makes a great product manager?*
* *How do you know when you have product market fit?*
* *Her advice to legacy companies making the digital transition and developing new products or reinventing how their current products are offered in the marketplace?*
*Links in the show: *
* *Julia on LinkedIn*
* *Julia on Twitter*
* *Julia's page at the Harvard Business School*
* *Course description for her class, StartupOperations*
* *Good for Her*
*Follow us on LinkedIn or Twitter*
*Co-host **Janelle Estes** | **@janelle_estes*
*Co-host **Andy MacMillan** | **@apmacmillan*
*Producer **Nathan Isaacs** | **@isaacsnd*
*UserTesting** | **@usertesting*
Have an episode suggestion or guest recommendation? Share on social with the tag *#HumanInsights*
*Get a free video of a real person reviewing your website*
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Oct 31, 2022
Digital initiatives and understanding how people work
You 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 people think of it, and how we can make it better. We lean into that.”
In their conversation with Kaj, co-hosts Andy and Janelle ask him about business workflows and how the pandemic and digital acceleration changed the way we think about processes and workflows.
The also discuss how understanding how people work, and how they leverage tools and technology, as well as customer insights, to launch products successfully.
*Follow us on LinkedIn or Twitter*
*Co-host **Janelle Estes** | **@janelle_estes*
*Co-host **Andy MacMillan** | **@apmacmillan*
*Producer **Nathan Isaacs** | **@isaacsnd*
*UserTesting** | **@usertesting*
Have an episode suggestion or guest recommendation? Share on social with the tag *#HumanInsights*
*Get a free video of a real person reviewing your website*
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Oct 24, 2022
Cultivating customer empathy in a data-driven world with Brian Solis
*Producer’s note: This week’s episode is a conversation Janelle had with futurist and author Brian Solis at The Human Insight Summit held last week in New Orleans. We hope you enjoy the conversation. *
*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 in a fireside conversation at The Human Insights Summit last week in New Orleans to discuss the importance of customer understanding and empathy in an always-on world, and why today customer experience is your brand.*
*Solis is a world-renowned digital anthropologist, futurist, 8x best-selling author, and international keynote speaker. He serves as VP, Global Innovation at Salesforce and has consistently been recognized as one of the world's leading voices in innovation, business transformation, and leadership for over two decades.*
*Leveraging insights from each of their books and professional experiences, Brian and Janelle spoke about the parallels in their books and beliefs on powering customer-centric experiences.*
*Follow us on LinkedIn or Twitter*
*Co-host **Janelle Estes** | **@janelle_estes*
*Co-host **Andy MacMillan** | **@apmacmillan*
*Producer **Nathan Isaacs** | **@isaacsnd*
*UserTesting** | **@usertesting*
Have an episode suggestion or guest recommendation? Share on social with the tag *#HumanInsights*
*Get a free video of a real person reviewing your website*
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Oct 17, 2022
Why human-centered government matters
Amanda Renteria, the CEO of Code for America, joined the Human Insight Podcast to talk about using technology AND regularly talking with your audience to reimagine government to better serve communities.
Amanda has worked in the financial sector, been a teacher in her hometown, and spent most of her career in the public sector, from serving as Chief of Operations at the California Department of Justice to being national political director for Hilary Clinton’s 2016 US presidential campaign. And, oh yeah, she ran for the U.S. Congress and for California’s state governor.
Among the topics discussed include:
* Simplifying tax filing
* Code for America’s Safety Net Innovation Lab
* What is human-centered government
* Amanda’s thoughts on Hispanic Heritage Month following her recent appointment by President Biden to his Commission on Advancing Educational Equity, Excellence, and Economic Opportunity for Hispanics
*Links in the show: *
* *Amanda Renteria on Twitter*
* *Code for America** *
* *Safety Net Innovation Lab*
* *Simplified tax filing*
*Follow us on LinkedIn or Twitter*
*Co-host **Janelle Estes** | **@janelle_estes*
*Co-host **Andy MacMillan** | **@apmacmillan*
*Producer **Nathan Isaacs** | **@isaacsnd*
*UserTesting** | **@usertesting*
Have an episode suggestion or guest recommendation? Share on social with the tag *#HumanInsights*
*Get a free video of a real person reviewing your website*
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Oct 10, 2022
Solving business problems with big 'D' design
The digital acceleration is changing everyone’s lives, especially for designers who are more and more in demand across companies, industries and geographies.
The past decade has seen incredible changes to design, and who is a designer.
In fact, the US Bureau of Labor Statistics this year officially recognized the job of “web and digital interface designer,” says Andrew Hogan, who leads insights and analysis at Figma and was this week’s guest on the Human Insight Podcast.
“And there’s also this realization that design can impact things at a business level, call it Big D design,” Hogan said. “It’s not just about moving pixels, it’s also about solving business problems.”
Podcast co-hosts Andy MacMillan and Janelle Estes talked with Andrew before Adobe’s announced its intentions to acquire Figma for $20 billion.
In addition to discussing how much design has changed, as well as what’s ahead, they also discussed what are the best practices across the industry, especially as it pertains to big, global, and/or enterprise organizations.
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*Co-host **Janelle Estes** | **@janelle_estes*
*Co-host **Andy MacMillan** | **@apmacmillan*
*Producer **Nathan Isaacs** | **@isaacsnd*
*UserTesting** | **@usertesting*
Have an episode suggestion or guest recommendation? Share on social with the tag *#HumanInsights*
*Get a free video of a real person reviewing your website*
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Oct 3, 2022
Helping SMBs close the customer intimacy gap
Kausamby Manjita joins the Human Insight podcast this week to discuss her work bringing the complex technologies that Walmart, Alibaba and Amazon use to the rest of the retail world.
Kaus is CEO and co-founder of Mason, an all-in-one platform that helps entrepreneurs automate their online stores.
Currently, she said, about 98 of every 100 people who land on any online store (that is not big tech) usually drop off before buying anything compared to the 15 of every 100 for a big retailer. She wants to help close that gap for entrepreneurs, especially when the cost of acquiring web traffic to your store is increasing.
Additionally, Kaus outlined the specific challenges these owners face, whether that was in sales and promotions, personalization, or data-driven merchandising.
She also discussed how she helps these vastly different online businesses connect with their audiences in a way that is authentic.*
*
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*Co-host **Janelle Estes** | **@janelle_e…
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Sep 30, 2022
12 HIP guests share their tips and advice for convincing others to invest in customer feedback
In this bonus episode celebrating International Podcast Day 2022, 12 past guests on the show share their tips and advice for convincing others to invest in customer feedback.
In order of appearance are:
Ep. 48: Wesley Faulkner
Ep. 46: Patrick Quattlebaum
Ep. 17: Christian Idiodi
Ep. 47: Karthik Suresh
Ep. 20: April Dunford
Ep. 45: Radhika Dutt
Ep. 41: Bobbie Wood
Ep. 40: C. Todd Lombardo
Ep. 28: Jennifer Lee
Ep. 15: Susan Rice
EP. 18: Catherine Richards
Ep. 26: Brent Leary
*Follow us on LinkedIn or Twitter*
*Co-host **Janelle Estes** | **@janelle_estes*
*Co-host **Andy MacMillan** | **@apmacmillan*
*Producer **Nathan Isaacs** | **@isaacsnd*
*UserTesting** | **@usertesting*
Have an episode suggestion or guest recommendation? Share on social with the tag *#HumanInsights*
*Get a free video of a real person reviewing your website*
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Sep 26, 2022
Connecting with your audience through sponsored communities
"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 Episode 48 of the Human Insight Podcast.
Wesley is a first-generation American, public speaker, and podcaster. He is a founding member of the government transparency group Open Austin and a staunch supporter of racial justice, workplace equity, and neurodiversity. His professional experience spans technology from AMD, Atlassian, and Dell among others. Wesley is currently .
He also co-hosts the developer relations focused podcast Community Pulse and serves on the board for SXSW.
He s…
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Sep 19, 2022
Creating a process for a successful product launch
This week on the Human Insight Podcast, Karthik Suresh joins Andy and Janelle to discuss just what goes into making a successful product launch.
Suresh is co-founder and CPO/CTO of Ignition,* *a collaborative hub for product teams to plan, execute, and measure the GTM side of launching a product.
In their conversation, they discuss:
* What are some ways to ensure you successfully launch?
* Whether that changes based on the business size (small or large), or model (B2B or B2C)
* What are the elements of a GTM plan?
* What are the key ingredients in building a culture of innovation?
* How can digital product leaders best support a culture of innovation?
*Follow us on LinkedIn or Twitter*
*Co-host **Janelle Estes** | **@janelle_estes*
*Co-host **Andy MacMillan** | **@apmacmillan*
*Producer **Nathan Isaacs** | **@isaacsnd*
*UserTesting** | **@usertesting*
Have an episode suggestion or guest recommendation? Share on social with the tag *#HumanInsights*
*Get a free video…
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Sep 12, 2022
Uncovering your customers' key moments as a design target
We all have special moments. There are signature moments, critical moments, key moments, moments that matter, moments of truth and so forth.
For this week's episode of the Human Insight Podcast, we talk with Patrick Quattlebaum, Co-founder and CEO of Harmonic Design and author of Orchestrating Experiences.
Quattlebaum believes moments are a powerful concept worth exploring.
"What I have been fascinated by is this concept of moment and how it can be an architectural element that we can think about: this moment occurs and this event occurs that we can actually observe and that we can collect data on and that we can then do additional research to then really understand the dynamics around that moment," he said. "And that taps into some systems thinking in terms of drilling into structure and mental models and can we then start to see moments as a design target together?
"We can measure it, we can try to understand it, understand how moments are connected to one another. And if we star…
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Sep 5, 2022
Why your organization needs a Radical Product Thinking mindset
We talked with Radhika Dutt in this week’s episode of the Human Insight Podcast. Radhika is an engineer, entrepreneur and product leader who has participated in four acquisitions, two of which were companies she founded. She has built products in industries including broadcasting, media, advertising technology, government, consumer, robotics, and wine. She is currently Advisor on Product Thinking for the Monetary Authority of Singapore, Singapore’s central bank and financial regulator.
She is also the author of Radical Product Thinking: The New Mindset for Innovating Smarter.
Among the topics discussed included:
* Why do you think iterative product design is a bad thing?
* How can product team leaders best mitigate risk in developing products?
* What are the challenges with Lean and Agile with product development?
* What are the seven diseases of product strategy & development?
* What are Three Pillars of Radical Product Thinking?
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*…
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Jun 14, 2022
Season 5 Recap: The customer experience, the 'only we' strategy, sharing insights, UX writing, and web3 integrations with real life
Today we’re recapping our fifth season of the Human Insight Podcast.
Maybe the biggest change to the podcast this season you’ll have noticed is we started including into episodes more clips from our opt-in contributor network. These are people from around the world, responding to questions we asked either related to that episode’s guest and topic, or to a current news event or trend.*
This week's insight
*
In many episodes, as well as in our book User Tested, we’ve talked about the rising importance of the customer’s experience with your product or service.
In fact, Google's search trends for the term “customer experience” has increased 400 percent in the last 10 years. For this Insights segment, we asked our contributors what does Customer Experience mean to them, and for examples of good and bad experiences. Here is what they had to say:
[video] What does customer experience mean to you?
This season's episodes:
* *Ep. 39 Dan Misener - Growing your audience with…
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Jun 6, 2022
Building deeper web3 relationships between creators and their fans
Ethan Song, Co-founder and CEO of RareCircles, joins the Human Insight Podcast this week.
Ethan was previously the co-founder and CEO of Frank And Oak, a leading direct-to-consumer brand, and he’s an active investor in Web3. As the RareCircle’s CEO, Ethan empowers a new generation of entrepreneurs and brands to build deeper relationships with their communities through NFTs and blockchain technology. Its intuitive platform allows anyone to make, sell and manage powerful NFT memberships under one operating system.
We asked Ethan about what brands and the general public should know about NFTs, as well as:
* How creating a community is the foundation to today's businesses
* How does he connect with his customers? And why that is important.
* How brands may start to include NFTs in the products and services they offer their customers
* How NFTs will be integrated into our real life experiences.
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*Co-host **Janelle Estes** | **@janelle_este…
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May 30, 2022
The three survival metrics for building better products
Adam 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 Insight Podcast. They talked about his Survival Metrics, the difference between them and success metrics, and more.
*Insights this week*
In this week’s Insights segment, we asked consumers what advice they had for brands to consider as they advertise between Memorial Day through early fall?
For many Americans the Memorial Day weekend marks the unofficial start of summer, family vacations, grilling in the backyard, swimming at…
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May 23, 2022
Understanding the accessibility and usability of UX writing
Good 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 what they said. In the first, they answer whether AI will take their job. And in the second, we ask what advantages do you think humans have over AI when it comes to writing.
*This week’s insights*
Last week, the U.S. Congress held its first hearing on UFOs in 50 years. At the hearing, a Navy intelligence official told lawmakers no evidence of aliens had been found. However, a database of reports of UFOs now…
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May 16, 2022
Delivering value to both your customers and your business
One 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 and Chief Insights Officer Janelle Estes 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.
Instead of writing reports, C. Todd said, product leaders should ask themselves how do you bring people along for the ride? How can you share the insights you’re getting from your customers? Can you involve others in your organization before the insights are even generated?
For example, he is often asked how he involves an executive in a design sprint.
His strategy, he said, is to a…
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May 9, 2022
Growing your audience with an "Only we" strategy
What 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 also asked avid podcast listeners from around the world what they like and dislike about podcasts; whether that is show notes; how they discover new shows; whether they leave a rating or review and many other questions.
We’ll be sharing those insights with you throughout the season.
In his conversation with Janelle Estes, Chief Insights Officer at UserTesting, Dan explains the “Only we” strategy for creating a podcas…
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Apr 11, 2022
Season 4 recap: keeping a human connection with your customers
In this episode, cohosts Andy MacMillan and Janelle Estes recap Season 4 and talk about what to expect in the next season.
And as a listener of the show, we'd love your feedback. Please take this short survey to help us improve the show. There is also an opportunity to take a UserTesting test about the show, where we can hear about your experiences directly.
Survey: https://forms.gle/nCSTZFR5affEs2k1A
*Follow us on LinkedIn or Twitter*
*Co-host **Janelle Estes** | **@janelle_estes*
*Co-host **Andy MacMillan** | **@apmacmillan*
*Producer **Nathan Isaacs** | **@isaacsnd*
*UserTesting** | **@usertesting*
Have an episode suggestion or guest recommendation? Share on social with the tag *#HumanInsights*
*Get a free video of a real person reviewing your website*
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Mar 28, 2022
The three pillars of a great customer experience
*Nick 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 for a workout. *
*The third pillar is a community of other human beings. This is the leaderboard, which allows you to compete with the rest of the Peloton users in the same class as you and your type of equipment.*
*“That triad is the future,” Nick said.*
*In this bonus podcast episode, a previously recorded LinkedIn Live conversation, Roberts joined Andy MacMillan, UserTesting’s CEO, to discuss the concept o…
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Mar 21, 2022
Understanding how your customers think and feel
If 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 Iain Roberts, Chief Operating Officer at IDEO, a global design and consulting firm; which counts Ford and others among its longtime clients
In this bonus podcast episode, a previously recorded LinkedIn Live conversation, Roberts joined Andy MacMillan, UserTesting’s CEO, to discuss the concept of design thinking and why it’s so important for businesses. Their conversation was part of the User Tested book tour. The new book was co-authored by Andy and Janelle Estes, UserTesting’s Chief Insig…
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Mar 14, 2022
Building an insights engine for your organization
During 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 chapters on how to make this happen in any organization.
He said his advice could be applied to anyone writing a book. He wanted more stories*—* or evidence*—* as a way to connect to a larger audience, who may be unfamiliar with incorporating testing and customer feedback into their business processes. Kalbach said you want to be able to talk with these people in a language they can understand. Ign…
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Mar 7, 2022
Deliver value at every stage of the customer journey
*When **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 Insights Officer, and Andy MacMillan, UserTesting’s CEO. You can order the book **here** or on your favorite book seller’s website.*
*Harsha Thayi, Senior Manager of UX Research at T. Rowe Price, shares their story and other insights in his interview. In their conversation, he and Janelle discuss: *
* *How Thayi partners with other teams within T. Rowe Price to ensure they create and deliver exceptional ex…
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Feb 28, 2022
The #1 key to your startup's success
Ben 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, and Enterprise Acceleration, the IDEA Center works with faculty, student, community, and alumni entrepreneurs on their commercially viable, early-stage product ideas and innovations.
The IDEA Center's story is one of many shared in User Tested and that are being featured in Season 4 of the Human Insights Podcast. The book was coauthored by podcast hosts Janelle Estes, UserTesting’s Chief Insights Officer, and A…
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Feb 21, 2022
Powering your experience ecosystem to the next level
In 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. The book was co-authored by podcast hosts Janelle Estes, UserTesting’s Chief Insights Officer, and Andy MacMillan, UserTesting’s CEO. You can order the book here or on your favorite book seller’s website.
Listen to the episode and learn how Tom and his team at Microsoft and Xbox tackle:
* What strategies Tom and his team use to identify shifting behaviors and…
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Feb 14, 2022
How a UX insights show is must-see programming at HelloFresh
This 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 draws 100+ employees.
The HelloFresh story is one of many shared in 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 February 15th, but you can pre-order it today here or on your favorite book seller’s web…
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Feb 7, 2022
Building a design-driven culture
In 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 February 15th, but you can pre-order it today here or on your favorite book seller’s website.
James said becoming a design-driven organization is similar to how organizations evolved into being data-driven, moving data insights from just the math wizards in a corner office to enabling everyone in an organization to use data to inform and improve their work.
“We can all use design proces…
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Jan 31, 2022
Strengthening your startup with customer feedback
2022 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 and Games of 2020.
Krikey’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 Janelle Estes, UserTesting’s Chief Insights Officer, and Andy MacMillan, UserTesting’s CEO. The book is being released on February 15th, but you can pre-order it today here or on your favorite book seller’…
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Jan 24, 2022
Scaling insights across your organization
In 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 Janelle Estes, UserTesting’s Chief Insights Officer, and Andy MacMillan, UserTesting’s CEO. The book is being released on February 15th, but you can pre-order it today here or on your favorite book seller’s website.
The book gives both individual contributors and executives an approachable, pragmatic playbook for stepping beyond standard business metrics and infusing real human insight int…
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Dec 27, 2021
The flywheel of customer feedback
Join 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.
*Follow us on LinkedIn or Twitter*
*Co-host **Janelle Estes** | **@janelle_estes*
*Co-host **Andy MacMillan** | **@apmacmillan*
*Producer **Nathan Isaacs** | **@isaacsnd*
*UserTesting** | **@usertesting*
Have an episode suggestion or guest recommendation? Share on social with the tag *#HumanInsights*
*Get a free video of a real person reviewing your website*
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Dec 20, 2021
What 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.
In his conversation with Janelle Estes, UserTesting's Chief Insights Officer, Leary discusses:
* Can a company actually be customer centric? Or are they just data centric about their customers?
* The tension between tracking our customers and transparency of what that information is being used for?
* Building stronger customer relationships
* How technology is making things easier to do, except it do…
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Dec 13, 2021
Making a difference in HealthTech UX
You 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 does that map to his team’s strategy and purpose?
* When it comes to customer-centricity and experience, what is unique about the healthcare space? How does it compare to other industries, such as retail or financial services?
* Is there a difference between UX in B2B vs. B2C? If so, what are those differences?
*Follow us on LinkedIn or Twitter*
*Co-host **Janelle Estes** | **@janelle_estes*
*Co-host **Andy MacMillan** | **@apmacmi…
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Dec 6, 2021
Our 2021 guest-recommended books to read
*If you're a regular listener to the show, you know Janelle asks our guests about a book they’ve recently read and would recommend.*
*In this episode, we’ve rounded up all those recommendations from the past year and share them with you, whether you are looking for a holiday gift, you’re planning your 2022 strategy and are looking for some help, or just want to get in some quality reading over the holidays.*
*Before we jump into our guest recommendations, I should also note that five of our past guests are also authors of some great books. *
* *Teresa Torres, author of **Continuous Discovery Habits*
* *John S. Couch, author of **The Art of Creative Rebellion*
* * Tamara Adlin, co-author of **The Persona Lifecycle*
* *Jim Kalbach, author of **The Jobs to Be Done Playbook*
* *April Dunford, author of **Obv!ously Awesome*
*Here are the other recommended books: *
* *Tiny Habits*
* *Turning Pro*
* *User Friendly*
* *UX Pioneers** *
* *Never Split the Differenc…
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Nov 29, 2021
The three skills of successful product managers
This 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 in a product manager’s day-to-day life
*Follow us on LinkedIn or Twitter*
*Co-host **Janelle Estes** | **@janelle_estes*
*Co-host **Andy MacMillan** | **@apmacmillan*
*Producer **Nathan Isaacs** | **@isaacsnd*
*UserTesting** | **@usertesting*
Have an episode suggestion or guest recommendation? Share on social with the tag *#Hu…
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Nov 15, 2021
Why great product teams adopt a continuous discovery mindset
*This 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 product manager’s day-to-day life?*
* *Who should manage continuous customer feedback? *
* *What do we do with those customer insights?*
* *How do we align those insights with business goals?*
*Follow us on LinkedIn or Twitter*
*Co-host **Janelle Estes** | **@janelle_estes*
*Co-host **Andy MacMillan** | **@apmac…
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Nov 8, 2021
Developing continuous engagement with your customers
*This 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*
*Follow us on LinkedIn or Twitter*
*Co-host **Janelle Estes** | **@janelle_estes*
*Co-host **Andy MacMillan** | **@apmacmillan*
*Producer **Nathan Isaacs** | **@isaacsnd*
*UserTesting** | **@usertesting*
Have an episode suggestion or guest recommendation? Share on social with the tag *#HumanInsights*
*Get a free video of a real person revie…
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Nov 1, 2021
Identifying your best fit customer
This 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 customers
*Follow us on LinkedIn or Twitter*
*Co-host **Janelle Estes** | **@janelle_estes*
*Co-host **Andy MacMillan** | **@apmacmillan*
*Producer **Nathan Isaacs** | **@isaacsnd*
*UserTesting** | **@usertesting*
Have an episode suggestion or guest recommendation? Share on social with the tag *#HumanInsights*
*Get a free video of a real person reviewing yo…
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Jun 14, 2021
Season Two insights and takeaways
*In this episode, Andy and Janelle recap highlights from Season 2 of the Human Insights Podcast, as well as offer a sneak peak at what’s in store for season three, which kicks off in September.*
*Follow us on LinkedIn or Twitter*
*Co-host **Janelle Estes** | **@janelle_estes*
*Co-host **Andy MacMillan** | **@apmacmillan*
*Producer **Nathan Isaacs** | **@isaacsnd*
*UserTesting** | **@usertesting*
Have an episode suggestion or guest recommendation? Share on social with the tag *#HumanInsights*
*Get a free video of a real person reviewing your website*
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Jun 7, 2021
What does it mean to be customer obsessed?
*Catherine 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 that feedback remotely. *
*“When you tell a story about a customer that you've seen, or you've spent time with, there's just something about that, that people remember. They remember the customer stories,” Richards said. *
*In her conversation with Janelle Estes, Chief Insights Officer at UserTesting, Richards goes on to discuss:*
* *What is the role of leadership in driving customer-centric design and experiences*
* *W…
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May 24, 2021
How to become a great product manager
Christian 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 their product managers, and how product managers work with teams to ensure customer satisfaction.
In his conversation with Andy MacMillan, CEO at UserTesting, and Janelle Estes, Chief Insights Officer at UserTesting, Idiodi discusses:
* His role today at SVPG
* His new initiative, Innovate Africa
* How the product world has evolved over the years
* Best practices for developing and coaching product ma…
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May 17, 2021
Reinventing how we work: a roundtable discussion with MURAL and UserTesting
*As 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 collaboration*
* *Digital Transformation*
* *Diversity & Inclusion*
*Follow us on LinkedIn or Twitter*
*Co-host **Janelle Estes** | **@janelle_estes*
*Co-host **Andy MacMillan** | **@apmacmillan*
*Producer **Nathan Isaacs** | **@isaacsnd*
*UserTesting** | **@usertesting*
Have an episode suggestion or guest recommendation? Share on social with the tag *#HumanInsights*
*Get a free video of a real person rev…
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May 10, 2021
Building strong design teams that scale: a conversation with Susan Rice
*How 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
* H*er favorite UX design KPI*
* *UX design differences between B2B and B2C*
* *Advice for those embarking on a design career*
*Follow us on LinkedIn or Twitter*
*Co-host **Janelle Estes** | **@janelle_estes*
*Co-host **Andy MacMillan** | **@apmacmillan*
*Producer **Nathan Isaacs** | **@isaacsnd*
*UserTesting** | **@usertesting*
Have an episode suggestion or guest recommendation? Share on social with the tag *#HumanInsights*
*Get a free video of a real person reviewing your website*
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May 3, 2021
Retail trends that will outlast the pandemic
*The 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 experience looks like because if doing things that were at the experiential end of the spectrum were important before COVID, they're even more important now,” McKee said. “Customers really need to have a compelling reason to visit your store because they've just had an education that tells them they can do other things. So, the experiential stuff is important.”*
*Fo…
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Apr 26, 2021
Creating a framework for customer listening
Dan 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-to-eat meals from celebrity and up-and-coming chefs. It’s based in New York City, recently opened its second community kitchen in Los Angeles, and delivers to twenty-seven states.
In his Human Insight podcast interview with Janelle Estes, UserTesting’s Chief Insights Officer, Storms goes on to discuss:
* How they leveraged two bestsellers to create a framework for customer listening that they th…
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Apr 19, 2021
Speaking the language of execs: it's not about CX
Are you speaking the language of your executives?
If you’ve been sending them a doc to explain your latest great idea, you’re not.
Because they speak in the language of spreadsheets.
In Episode 12 of the Human Insight #podcast, @Tamara Adlin discusses the importance of understanding your audience, especially when your audience are your executives. In this episode, you'll learn:
* Her seminal book, The Essential Persona Lifecycle: Your Guide to Building and Using Personas
* Her magic trick to achieving executive alignment
* Startups and the Catch 22 of the MVP
*Follow us on LinkedIn or Twitter*
*Co-host **Janelle Estes** | **@janelle_estes*
*Co-host **Andy MacMillan** | **@apmacmillan*
*Producer **Nathan Isaacs** | **@isaacsnd*
*UserTesting** | **@usertesting*
Have an episode suggestion or guest recommendation? Share on social with the tag *#HumanInsights*
*Get a free video of a real person reviewing your website*
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Apr 12, 2021
How video evokes empathy: insights from a former design lead at Hulu
*When **John S. Couch** started at Hulu as Vice President of UX and Design in January 2016, one of the first things he wanted to do was produce a vision video. *
*Design is a lot like the parable of the elephant and the blind men, said Couch, author of **The Art of Creative Rebellion**. In the story, the blind men have never come across an elephant before so each man feels and describes only one part of the elephant, like its trunk or tail—unable to describe the elephant in its entirety *
*“They're all correct, but they're looking at it only through one slice,” Couch said. “And what I wanted to do was make a short film, which described the end result. What the whole elephant looked like.”*
*“And there was an immediate mental shift,” Couch said. “From ‘We're not really sure’ to ‘Oh, that's the elephant.’”
In Episode 11 of the **Human Insight Podcast**, Couch goes on to talk about his career path (such as exaggerating his skill sets to land a job at Wired to…
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Apr 5, 2021
Accelerating edtech: A conversation about supporting learners in a remote world
*Edtech 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.*
*Follow us on LinkedIn or Twitter*
*Co-host **Janelle Estes** | **@janelle_estes*
*Co-host **Andy MacMillan** | **@apmacmillan*
*Producer **Nathan Isaacs** | **@isaacsnd*
*UserTesting** | **@usertesting*
Have an episode suggestion or guest recommendation? Share on social with the tag *#HumanInsights*
*Get a free video of a real person reviewing your website*
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Apr 2, 2021
Season Two coming soon
In 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 experts pushing the boundaries of our industry.
The Human Insight podcast is an original series from UserTesting. Follow us wherever you get your podcast. Talk with you soon.
*Follow us on LinkedIn or Twitter*
*Co-host **Janelle Estes** | **@janelle_estes*
*Co-host **Andy MacMillan** | **@apmacmillan*
*Producer **Nathan Isaacs** | **@isaacsnd*
*UserTesting** | **@usertesting*
Have an episode suggestion or guest recommendation? Share on so…
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Nov 30, 2020
Innovation & UX in the public sector
Stephanie 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.
*Follow us on LinkedIn or Twitter*
*Co-host **Janelle Estes** | **@janelle_estes*
*Co-host **Andy MacMillan** | **@apmacmillan*
*Producer **Nathan Isaacs** | **@isaacsnd*
*UserTesting** | **@usertesting*
Have an episode suggestion or guest recommendation? Share on social with the tag *#HumanInsights*
*Get a free video of a real person reviewing your website*
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Nov 16, 2020
UX in a B2B world
Kate 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.
*Follow us on LinkedIn or Twitter*
*Co-host **Janelle Estes** | **@janelle_estes*
*Co-host **Andy MacMillan** | **@apmacmillan*
*Producer **Nathan Isaacs** | **@isaacsnd*
*UserTesting** | **@usertesting*
Have an episode suggestion or guest recommendation? Share on social with the tag *#HumanInsights*
*Get a free video of a real person reviewing your website*
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Nov 2, 2020
The parallels between UX/CX and employee experience
UserTesting's Chief Insights Officer, Janelle Estes, and Head of UX Research at Humu, Marieke McCloskey, discuss the parallels between UX/CX and employee experience.
*Follow us on LinkedIn or Twitter*
*Co-host **Janelle Estes** | **@janelle_estes*
*Co-host **Andy MacMillan** | **@apmacmillan*
*Producer **Nathan Isaacs** | **@isaacsnd*
*UserTesting** | **@usertesting*
Have an episode suggestion or guest recommendation? Share on social with the tag *#HumanInsights*
*Get a free video of a real person reviewing your website*
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Oct 19, 2020
Harnessing customer emotion to create meaningful experiences
UX leader Paul Stonick joins UserTesting's CEO, Andy MacMillan, and Chief Insights Officer, Janelle Estes, to discuss harnessing customer emotion to create meaningful experiences.
*Follow us on LinkedIn or Twitter*
*Co-host **Janelle Estes** | **@janelle_estes*
*Co-host **Andy MacMillan** | **@apmacmillan*
*Producer **Nathan Isaacs** | **@isaacsnd*
*UserTesting** | **@usertesting*
Have an episode suggestion or guest recommendation? Share on social with the tag *#HumanInsights*
*Get a free video of a real person reviewing your website*
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Oct 6, 2020
Building a customer-centric culture at Rothy's
Rothy'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.
*Follow us on LinkedIn or Twitter*
*Co-host **Janelle Estes** | **@janelle_estes*
*Co-host **Andy MacMillan** | **@apmacmillan*
*Producer **Nathan Isaacs** | **@isaacsnd*
*UserTesting** | **@usertesting*
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Sep 21, 2020
COVID-19's impact on travel industry consumer behavior
Diya Loney, Costco Travel Product Manager, joins Chief Insights Officer, Janelle Estes, and guest co-host VP, Market Strategy, Michael Mace, for a discussion about how the COVID-19 pandemic has impacted travel industry consumer behavior.
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*Co-host **Janelle Estes** | **@janelle_estes*
*Co-host **Andy MacMillan** | **@apmacmillan*
*Producer **Nathan Isaacs** | **@isaacsnd*
*UserTesting** | **@usertesting*
Have an episode suggestion or guest recommendation? Share on social with the tag *#HumanInsights*
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Sep 7, 2020
Measuring user happiness
Tomer Sharon, Managing Director, Head of User Research & Metrics at Goldman Sachs, joins UserTesting Chief Insights Officer, Janelle Estes, to discuss measuring user happiness.
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*Co-host **Janelle Estes** | **@janelle_estes*
*Co-host **Andy MacMillan** | **@apmacmillan*
*Producer **Nathan Isaacs** | **@isaacsnd*
*UserTesting** | **@usertesting*
Have an episode suggestion or guest recommendation? Share on social with the tag *#HumanInsights*
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Aug 14, 2020
Health communication and the future of telemedicine
CEO, Andy MacMillan, and Chief Insights Officer, Janelle Estes, speak with Director of The University of Texas at Austin Center for Health Communication and Professor of Population Health, Michael Mackert, Ph.D. about what health communication is, why it matters, and the future of telemedicine in light of the global COVID-19 pandemic.
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*Co-host **Janelle Estes** | **@janelle_estes*
*Co-host **Andy MacMillan** | **@apmacmillan*
*Producer **Nathan Isaacs** | **@isaacsnd*
*UserTesting** | **@usertesting*
Have an episode suggestion or guest recommendation? Share on social with the tag *#HumanInsights*
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Aug 6, 2020
Messaging and brand during coronavirus
UserTesting'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.
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*Co-host **Janelle Estes** | **@janelle_estes*
*Co-host **Andy MacMillan** | **@apmacmillan*
*Producer **Nathan Isaacs** | **@isaacsnd*
*UserTesting** | **@usertesting*
Have an episode suggestion or guest recommendation? Share on social with the tag *#HumanInsights*
*Get a free video of a real person reviewing your website*
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