Today I chat with Chad Sanderson, Head of Product for Convoy’s data platform. I begin by having Chad explain why he calls himself a “data UX champion” and what inspired his interest in UX. Coming from a non-UX background, Chad explains how he came to develop a strategy for addressing the UX pain points at Convoy—a digital freight network. They “use technology to make freight more efficient, reducing costs for some of the nation’s largest brands, increasing earnings for carriers, and eliminating carbon emissions from our planet.” We also get into the metrics of success that Convoy uses to measure UX and why Chad is so heavily focused on user workflow when making the platform user-centered.

Later, Chad shares his definition of a data product, and how his experience with building software products has overlapped with data products. He also shares what he thinks is different about creating data products vs. traditional software products. Chad then explains Convoy’s approach to prototyping and the value of partnering with users in the design process. We wrap up by discussing how UX work gets accomplished on Chad’s team, given it doesn’t include any titled UX professionals. 

Highlights:

• Chad explains how he became a data UX champion and what prompted him to care about UX (1:23)

Re: user research: "The best content that you get from people is when they are really thinking about what to say next; you sort of get into a free-flowing exchange of ideas. So it’s important to find the topic where someone can just talk at length without really filtering themselves. And I find a good place to start with that is to just talk about their problems. What are the painful things that you’ve experienced in data in the last month or in the last week?" - Chad 

Re: UX research: "I often recommend asking users to show you something they were working on recently, particularly when they were having a  problem accomplishing their goal. It’s a really good way to surface UX issues because the frustration is probably fresh." - Brian 

Re: user feedback, “One of the really great pieces of advice that I got is, if you’re getting a lot of negative feedback, this is actually a sign that people care. And if people care about what you’ve built, then it’s better than overbuilding from the beginning.” - Chad

“What we found [in our research around workflow], though, sometimes counterintuitively, is that the steps that are the easiest and simplest for a customer to do that I think most people would look at and say, ‘Okay, it’s pretty low ROI to invest in some automated solution or a product in this space,’ are sometimes the most important things that you can [address in your data product] because of the impacts that it has downstream.” - Chad 

Re: user feedback, “The amazing thing about building data products, and I guess any internal products is that 100% of your customers sit ten feet away from you. [...] When you can talk to 100% of [your users], you are truly going to understand [...] every single persona. And that is tremendously effective for creating compelling narratives about why we need to build a particular thing.” - Chad 

“If we can get people to really believe that this data product is going to solve the problem, then usually, we like to turn those people into advocates and evangelists within the company, and part of their job is to go out and convince other people about why this thing can solve the problem.” - Chad 

• Convoy: https://convoy.com/