Insights Unlocked

By UserTestingBusiness Entrepreneurship Technology Management

Insights Unlocked episodes

January 13, 2025Unlocking your UX superpowers to lead and build influence
Episode web page: https://bit.ly/4gFlEVz
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Episode Summary:
In this episode of Insights Unlocked, host Nathan Isaacs chats with Kuldeep Kelkar, partner at UXReactor, seasoned UX researcher, and author of Strengthen Your User Research Superpowers. Kuldeep shares his journey through 25+ years in user research, his experiences shaping the industry, and how his new book is designed to empower researchers to amplify their influence within organizations.
What You'll Learn in This Episode:
The evolution of user research from a niche function to a critical part of product development.
Key challenges faced by UX researchers, including gaining influence, communicating value, and driving business impact.
How Kuldeep’s book provides practical, actionable skills in the form of "superpowers" to help researchers navigate these challenges.
Why addressing sample size questions can be an opportunity to educate and build credibility.
Highlights:
Kuldeep’s Career Journey: From being one of the first researchers at PayPal in 2004 to his leadership role at UX Reactor.
About the Book: Kuldeep’s book is structured like a deck of 52 cards, each focused on strengthening specific "superpowers" researchers need to succeed.
Favorite Superpower: Learn why "sample size" is a topic Kuldeep now approaches with confidence and excitement.
AI in UX Research: Insights into how AI tools like ChatGPT are being integrated into research and design processes, and the current limitations of AI-driven efficiencies.
Industry Trends: Discover how budget constraints and resource cuts are influencing organizations’ approaches to UX and the growing demand for outsourced expertise.
Customer Feedback in Action: A surprising story of how Kuldeep’s advice helped a client rethink usability testing timelines.
Rapid-Fire Fun:
Kuldeep shares his favorite word ("research"), a dream career (astrophysicist), and what role he’d take in a restaurant (chef—despite not cooking!).
Memorable Quote:
"The biggest challenge for researchers isn’t conducting research—it’s gaining influence and driving outcomes within their organizations." – Kuldeep Kelkar
13 min
January 06, 2025Unlocking AI’s potential: why training drives productivity
Episode web page: https://bit.ly/4gFlEVz
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Rate Insights Unlocked and write a review
If 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.
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In this episode, Michael Dominic, Head of AI at UserTesting, and Mike Mace, a seasoned tech industry veteran, delve into the transformative impact of artificial intelligence on the workplace. From the evolution of AI to strategies for effective implementation, they explore how organizations can harness this powerful technology to drive productivity, innovation, and competitive advantage.
Key Takeaways:
The Two Waves of AI Hype:
Explore the rise and fall of conversational AI tools during the first hype cycle (2015–2019).
Learn how OpenAI's ChatGPT launched the second wave of rapid adoption in 2022.
AI Adoption at a Glance:
66% of knowledge workers globally use generative AI tools like ChatGPT, making this the fastest adoption of a major tech product in history.
Despite high adoption rates, only 20% of users maximize AI's potential as a daily productivity tool.
Challenges in AI Integration:
A significant gap in training leaves most users underutilizing AI.
Companies must implement deliberate training and governance to reap the full benefits.
Humanizing AI Interactions:
Discover how users judge AI chatbots like they would human interactions—emphasizing tone, phrasing, and emotional resonance.
Understand the importance of aligning AI interactions with brand voice and values.
Strategies for Success:
Choose the right AI model for your business needs.
Set clear data governance policies to ensure security and compliance.
Establish training programs to help employees integrate AI into their workflows effectively.
Treat AI as a partner in strategy, not just a task-oriented tool.
Actionable Insights:
For Leaders: Empower your teams with AI training and clear guidelines to unlock its full productivity potential.
For Product Teams: Test AI features for usability and emotional resonance to ensure they align with user expectations and your brand identity.
For Organizations: View AI as an opportunity for competitive differentiation, not just a security challenge.
28 min
December 30, 2024Demotainment: how to create engaging product demos
Episode web page: https://bit.ly/408ltw2
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Rate Insights Unlocked and write a review
If 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.
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In this episode of Insights Unlocked, host Nathan Isaacs talks with Mike McDowell, Senior Solutions Consultant at UserTesting, about his role, his new book Demotainment: The Art of Delivering Demos That Engage, Inspire, and Drive Results, and his approach to crafting compelling product demonstrations.
Key Highlights:
Role at UserTesting:
Mike describes his role as a platform expert, guiding clients on effectively utilizing UserTesting’s tools. He supports sales processes and helps teams maximize value by aligning the platform with their business goals.
The Concept of Demotainment:
Mike explains how his background in theater inspired him to transform product demonstrations into performances that captivate audiences. His philosophy emphasizes bringing energy, personalizing demos, and engaging customers.
Writing the Book:
The book stemmed from a popular presentation Mike gave at Demo Fest. Encouraged by the reception, he expanded his ideas into a LinkedIn article and eventually a book. He shares the iterative writing process, from drafting chapters based on his presentation to weaving in anecdotes and pop culture references to make the book lively and relatable.
Impact on Sales Teams:
The book aims to help sales professionals make their demonstrations more personalized and engaging, ultimately boosting success rates. Mike offers strategies for tailoring demos even with limited preparation.
Behind-the-Scenes of Writing:
Mike talks about the discipline and creativity required to write a book while managing a busy schedule. He reveals how revisiting his material and getting reader feedback improved both his writing and professional approach to demos.
22 min
December 19, 2024Creative UX research solutions in fintech: insights from Tide
Episode web page: https://bit.ly/3VNnj2G
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Rate Insights Unlocked and write a review
If 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.
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In this episode of Insights Unlocked, host Kerry Johnstone welcomes Veronica Bogdacenco, Channel and Optimization Manager at Tide, a leading UK-based fintech company. Veronica shares her expertise in blending marketing insights with UX strategies to create seamless and effective user experiences. She delves into the challenges of maintaining agility in a fast-growing company, creative approaches to user testing, and how AI is reshaping UX research.
From her innovative weekend testing methods to leveraging in-app notifications for user feedback, Veronica provides actionable tips for product teams navigating growth and tight deadlines. She also highlights the importance of quick, iterative research to de-risk decisions and ensure clarity in regulated industries like finance. Whether you're a UX researcher, product manager, or designer, this episode is packed with practical advice for building user-centric products efficiently.
What You’ll Learn in This Episode:
Blending Marketing and UX: How to use qualitative and quantitative data for deeper customer insights.
Maintaining Agility in a Growing Organization: Veronica’s methods for decentralizing UX research and streamlining processes.
Innovative Testing Techniques: The power of weekend tests, external testers, and in-app notifications to gather feedback without disrupting workflows.
AI in UX Research: How AI can enhance UX processes by automating tasks like feedback summaries and detecting emotional responses.
Working in Regulated Industries: Key considerations for ensuring clarity and transparency in customer-facing designs.
Scaling UX Practices: Strategies to embed UX testing into workflows as teams and product portfolios expand.
27 min
December 16, 2024Rethinking UX with the many “Many Wizards of Oz” approach with Sam Howard
Episode web page: https://bit.ly/3OQ2f80
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Rate Insights Unlocked and write a review
If 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.
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Show Notes
In this episode of Insights Unlocked, host Blair Fraser sits down with Dr. Sam Howard, Head of UX at Curio, to explore how AI is transforming the way people consume news. From Sam’s unique career journey—from academia to consulting to leading UX at a forward-thinking company—to Curio's mission of fixing fragmented and overwhelming news experiences, this conversation dives into the heart of user-centric design and AI innovation.
Discover how Curio balances cutting-edge AI with trusted sources to deliver meaningful solutions, the challenges of creating archetypes in a rapidly evolving tech landscape, and why robust discovery research is more critical than ever. If you’re a UX researcher, designer, or product leader navigating the intersection of user experience and AI, this episode is packed with actionable insights and forward-thinking strategies.
Key Themes & Highlights:
The Power of User-Centered Design:
Why embedding user insights at the start of product design leads to better outcomes.
Sam’s approach to understanding and addressing user frustrations with traditional news platforms.
AI in UX Research:
How Curio blends AI personalization with reliable sources to maintain trust.
The "Many Wizards of Oz" method: A groundbreaking approach to simulating AI experiences in user research.
Tackling Behavioral Archetypes:
Why Curio focuses on early adopters and behavioral archetypes instead of rigid personas.
Addressing news avoidance and user anxiety through design thinking.
Driving Impact in Organizations:
How to align qualitative user research with quantitative data to influence stakeholders.
Using video storytelling as a tool for fostering empathy and buy-in from business leaders.
Future of UX and AI:
The need to evolve UX methodologies for non-linear, AI-driven user journeys.
Balancing transparency and value when communicating AI’s role to end users.
40 min
December 09, 2024Why central repositories are key to scaling research with Kate Towsey
Episode web page: https://bit.ly/3Vlc2q8
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Rate Insights Unlocked and write a review
If 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.
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Episode show notes
In this episode of Insights Unlocked, host Lija Hogan speaks with Kate Towsey, a leading voice in research operations, author of Research That Scales, and founder of the Cha-Cha Club for research ops professionals. Kate takes us through her fascinating journey to becoming a trailblazer in research operations. Along the way, she highlights the transformative power of systems thinking and strategic scaling in the evolving field of research.
What You’ll Learn in This Episode:
The Evolution of Research Ops:
How research operations has grown from an overlooked role to a critical component of organizational strategy.
Why nuanced job descriptions and specialized roles are becoming the norm in research ops.
Scaling Research with Systems Thinking:
The importance of scalable systems that create value efficiently rather than simply expanding headcount.
How strategic thinking can prioritize impactful research aligned with organizational goals.
Building Trust and Embedding Culture:
Why trust is foundational for research outcomes to be accepted and acted upon.
The cultural impact of well-integrated research tools and practices on organizational learning.
Knowledge Management in Research:
The contrast between collaborative "campfires" of learning and structured libraries for long-term access and utility.
Practical advice for implementing effective research knowledge management strategies.
The Role of AI in Research:
How AI can enhance research operations, provided organizations foster trust in these technologies.
42 min
December 02, 2024How Mozilla balances familiarity and innovation in UX design
Episode web page
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If 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.
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Show Notes
Join host Mike McDowell as he welcomes Ludwig Fichte, Staff User Researcher, and Aarjav Pandya, Senior Product Designer, both from Mozilla, to explore the fascinating world of UX research and its impact on product design. In this episode, they break down Mozilla’s approach to user research and benchmarking studies, revealing how insights drive innovation for Firefox Mobile and beyond.
What You’ll Learn in This Episode
How UX Research Shapes Product Design: Discover the critical role research plays in creating intuitive, user-friendly designs and how Mozilla translates insights into action.
Benchmarking in Action: Learn how Mozilla compares Firefox to competitors like Chrome, Safari, and Brave, and how task-based benchmarking reveals areas for improvement.
Designing for Familiarity and Innovation: Hear how Mozilla balances maintaining familiar design patterns with pushing the boundaries of usability.
The Iterative Nature of UX: Explore why UX research is never "finished" and how continuous testing helps adapt to evolving user needs.
Episode Links:
Download Firefox – Experience the latest in browser innovation.
Mozilla Blog – Stay updated on Mozilla’s projects and initiatives.
Acorn Design System – Dive into Firefox's design approach.
Research at Mozilla – Explore Mozilla’s research-focused initiatives.
Ludwig Fichte on LinkedIn
Aarjav Pandya on LinkedIn
Mike McDowell on LinkedIn
40 min
November 25, 2024How Givelify’s loyalty program inspires consistent giving
In 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 needs of donors. Neeraj discusses how Givelify listens to its users to develop features that foster trust and encourage consistent giving, all while balancing the needs of donors and charitable organizations.
Key Themes:
The Birth of Givelify: Givelify’s origin story is rooted in a moment of missed opportunity and inspiration, sparking the idea of a platform that would make charitable giving easy and accessible for anyone with a mobile device.
User-Centered Design and Trust: Givelify puts donor trust at the forefront, emphasizing data security, transparent processes, and visual cues like familiar faces to help donors feel safe and assured in their giving.
Emotional Connection in UX: Givelify’s approach goes beyond technical ease; they aim to create an experience that captures the “warm glow” of giving, ensuring donors feel positive and connected with each gift.
Innovation in loyalty programs: Neeraj introduces Champions of Good, the first loyalty program in the giving sector, which rewards donors for consistent giving. The feature encourages engagement based on frequency rather than amount, supporting people’s desire to give at their own pace.
Iterative development with user feedback: Givelify uses insights from UserTesting to understand both new and familiar users, continuously refining features to serve donors better. Testing has revealed valuable insights, such as the potential pitfalls of certain features like “Giving Streaks,” which needed careful adjustment to avoid discouraging users.
Balancing stakeholder needs: Neeraj emphasizes the importance of prioritizing donors, even as Givelify works with a wide range of stakeholders, from religious organizations to nonprofits. Features are designed to empower donors while keeping the act of giving meaningful and fulfilling.
44 min
November 18, 2024Creating new campfire moments: how the BBC designs for inclusivity
Episode web page
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Rate Insights Unlocked and write a review
If 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.
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Show Notes
In this episode of Insights Unlocked, UserTesting’s Blair Fraser dives into a fascinating discussion with Emma Whitby and Aleks Gojkovic from the BBC's User Experience and Design (UX&D) team. Emma and Aleks share insights from their work on a project designed to help one of the BBC’s most valued audiences—retirees—transition from traditional broadcast services to digital platforms. They reveal how combining empathy-driven UX research with big data insights has led to a deeper understanding of this generation's unique challenges and needs, and discuss the innovative storytelling and design approaches that help build inclusive, accessible digital experiences.
Key Themes Discussed:
Designing with empathy for retirees in a digital world
Emma and Aleks share how they approached researching a user group that has long relied on broadcast services. Through community interactions and storytelling, they uncovered the daily reliance this audience places on TV and radio for structure, connection, and companionship. Emma and Aleks reveal how this research influenced their approach to human-centered design for a traditionally underserved audience.
The power of storytelling in UX research
UX research at the BBC goes beyond data points—Emma and Aleks highlight the importance of empathy and storytelling to convey user needs. They explain how using narrative alongside data helped them capture the attention of stakeholders and build emotional connections, transforming research findings into actionable insights.
Using big data to drive strategic decisions
Aleks discusses the role of big data in understanding and validating the significance of retirees as a core BBC audience. By blending quantitative data with qualitative insights, the UX&D team was able to highlight business opportunities and challenge common biases, underscoring how inclusive design can drive both user satisfaction and business success.
Innovative collaboration with the BBC’s Blue Room
Learn how the UX&D team partnered with the BBC’s Blue Room, a tech demo lab, to bring their insights to life through 3D digital recreations of retirees' living spaces. These interactive exhibits provide stakeholders with a firsthand look at the accessibility challenges retirees face, sparking innovation in designing user-friendly digital services.
Shaping the future of inclusive design at scale
Emma and Aleks discuss the ongoing impact of their project across the BBC, which has inspired collaboration and changes in product strategies. They share how, by focusing on retirees’ needs, they are challenging assumptions and advancing inclusive design practices that resonate with diverse audiences.
Episode Links:
BBC’s Global Experience Language (GEL)
BBC What is UX&D?
BBC UX&D on LinkedIn
Aleks Gojkovic on LinkedIn
Blair Fraser on LinkedIn
36 min
November 11, 2024Transforming customer experience with responsible AI strategy with Sharbani Dhar
Episode web page
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Rate Insights Unlocked and write a review
If 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.
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Show Notes
In this episode, we welcome Sharbani Dhar, a leading voice in customer experience design and founder of dotinfinity. She joins host Louis Granger to discuss the evolving role of design and AI in shaping meaningful customer journeys. With a career rooted in UX leadership, Sharbani brings a strategic, customer-first approach to AI, moving beyond the common “tech-first” mentality that often misses the mark on delivering real business value.
Sharbani shares how dotinfinity was founded on the idea that design and research should be central to solving complex customer challenges, not just surface-level enhancements. She highlights the Responsible AI Canvas her team developed, which guides organizations in responsibly adopting AI with a human-centered lens. The conversation covers actionable insights into aligning AI with core business goals, the importance of employee engagement, and why effective AI implementation requires a focus on problem-solving, not just technology.
Key themes and ideas:
1. Moving from transactional design to strategic influence
Sharbani explains how design and research are often undervalued, perceived as transactional rather than strategic. She advocates for the integration of design as a driver of business outcomes and deeper customer connections.
Quote: "It’s not just about making things look good – it’s about creating meaningful experiences that shape customer journeys and drive business results."
2. Responsible AI adoption: human-centric, problem-first
AI implementation is more than adopting the latest tech trends; it requires a problem-first approach to identify where AI can genuinely solve challenges and deliver ROI.
Sharbani introduces her team's Responsible AI Canvas, a three-step framework that helps organizations assess AI readiness, align technology with KPIs, and execute responsibly.
Tip: Align AI initiatives with real organizational goals and assess readiness across people, infrastructure, and governance.
3. Building an AI-empowered workforce
AI implementation requires both the right tech and the right people. Sharbani stresses training and workforce alignment, so employees not only support AI initiatives but grow with them.
The episode highlights Australian government guidelines that Infinity follows: Responsible AI Training, Data & Governance Training, and Diversity & Fairness Training, each critical to minimizing biases and fostering ethical AI.
4. Effective metrics beyond NPS
Sharbani shares her skepticism of Net Promoter Score (NPS) as a metric, noting it often fails to capture real customer satisfaction or journey pain points. Instead, she advocates for metrics that reflect customer engagement, trust, and brand loyalty.
Quote: “NPS tells us how likely customers are to recommend a product, but it doesn’t reveal the whole story.”
5. Ecosystem thinking in AI implementation
A siloed approach to AI often limits its potential impact. Sharbani advises organizations to adopt ecosystem thinking, which includes partnerships and integration across customer journeys. She shares a compelling example of a Canadian health insurer collaborating with supermarkets to reward healthy customer behaviors through AI.
Takeaway: Look for opportunities to integrate AI solutions within a broader ecosystem that aligns with customers’ lives.
Episode Links:
dotinfinity’s Responsible AI Canvas
Sharbani Dhar on LinkedIn
dotinfinity website
The Casks and Convos podcast
32 min