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Human Insight Podcast
Hear from top experts in the fields of conversion optimization, UX research, design, product, and more.
6 days ago
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.”*
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 then applied to their product and market strategy * How to validate customer feedback with surveys * Insights on planning the NY Product Conference
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
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 the evolution of his role now as a Mr. Wolf—consulting companies on their UX and design problems).*
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.*
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.