Insights Unlocked

By UserTestingBusiness Entrepreneurship Technology Management

Insights Unlocked episodes

September 02, 2024Unlocking collaboration: Kasey Canlas from Genesys on leveraging internal expertise in UX research
Episode web page
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The Human Insight Summit (THiS) PROMO Code
The Human Insight Summit (THiS) is headed to Austin, Texas, this October 28-30. THiS is our annual, in-person customer conference dedicated to helping organizations understand their customers by showing and sharing, first-hand, the possibilities of using human insight across the business. Get $100 off your registration with the podcast listener code: UNLOCKED. Learn more or register.
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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, we sit down with Kasey Canlas, UX Research Manager at Genesys, live from a UX conference. With over five years of experience in research operations and three years as a manager, Kasey shares her expertise on how to strengthen collaboration within organizations to amplify the impact of UX research.
Key Takeaways:
Leveraging Internal Expertise:
Kasey discusses the importance of looking beyond your immediate team to find and collaborate with experts in other departments. By harnessing the strengths of colleagues across the organization, UX researchers can improve their own work and drive more meaningful outcomes.
Clear and Actionable Communication:
One of the major themes Kasey emphasizes is the need for delivering research findings in a clear, concise, and actionable manner. Avoiding unnecessary complexity in presentations ensures that key insights are easily understood and applied by stakeholders.
Building Genuine Relationships:
Kasey highlights the value of forming genuine connections with stakeholders before critical needs arise. Regular, informal check-ins help in understanding their values and working styles, which can lead to more productive collaborations down the line.
Creating and Maintaining Research Repositories:
The episode touches on the challenges and successes of implementing research repositories in different organizations. Kasey stresses the importance of having the right processes and shared responsibility in maintaining these resources.
Giving Stakeholders Grace:
Kasey advises listeners to practice empathy with stakeholders, recognizing that everyone has different expertise and constraints. This approach fosters better communication and collaboration.
Quotes from the Episode:
“It’s about making everything you have—whether it’s findings or recommendations—actionable, clear, and easy to follow.”
“Build relationships before you actually need anything from them. That’s how you create genuine connections.”
Episode Links:
Kasey Canlas on LinkedIn
UXDX conference
12 min
August 26, 2024Can the Zero Blockers framework overcome the pitfalls of agile?
Episode web page
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>>> Insights Unlocked audience survey <<<
Link https://bit.ly/3y4u9IJ
We're conducting a survey to learn more about our listeners, and we'd love your participation! Your feedback will help us tailor our content to better meet your needs and interests, ensuring Insights Unlocked continues to provide valuable and engaging episodes. Thank you for helping us improve the show!
-----------------------
The Human Insight Summit (THiS) PROMO Code
The Human Insight Summit (THiS) is headed to Austin, Texas, this October 28-30. THiS is our annual, in-person customer conference dedicated to helping organizations understand their customers by showing and sharing, first-hand, the possibilities of using human insight across the business. Get $100 off your registration with the podcast listener code: UNLOCKED. Learn more or register.
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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:
Key Themes & Topics:
1. Introduction to Rory Madden
Rory Madden's background and his roles as co-founder of UXDX and creator of Zero Blockers.
His journey from big consultancies to startups to co-founding UXDX.
2. Zero Blockers Framework
Purpose & Development: A framework designed to help companies maintain the agility of small teams while scaling.
Challenges Addressed: Tackles issues such as team empowerment, funding, governance, and dependency management.
Implementation: Built on insights from 800 real-world case studies, emphasizing practical solutions over theoretical concepts.
3. The Challenges with Agile
Theory vs. Practice: Agile's brilliant theoretical foundation versus its practical difficulties in large organizations.
Bureaucracy and Dependencies: How traditional agile frameworks add layers of management and slow down processes.
4. Insights from UXDX Conference
Conference Evolution: From niche UX discussions to a comprehensive event covering product development, design, and teamwork.
Format and Approach: Focus on case study-driven content, interactive forums, and cross-functional team collaboration.
Upcoming Events: Details about the next UXDX conference in Dublin, Ireland, featuring diverse sessions and networking opportunities.
5. Practical Advice for Conference Attendees
Setting Goals: Whether to learn industry trends, enhance skills, or network.
Effective Networking: Approaching networking with a mindset of offering value and building meaningful connections.
6. Real-World Applications and Case Studies
Examples and Takeaways: Stories from industry leaders and how they've applied the Zero Blockers framework.
Listener Engagement: Encouraging listeners to visit the Zero Blockers and UXDX websites for further resources and to share their own case studies.
Key Quotes:
"Zero Blockers helps companies scale and maintain the speed of small teams by addressing challenges that other frameworks evade."
"Agile is brilliant in theory, but when applied in practice, it often creates bureaucratic slowdowns due to dependencies."
"At UXDX, we emphasize real case studies and practical solutions over theoretical discussions to foster better team collaboration."
Episode Links:
Rory Madden on LinkedIn
UXDX conference
Zero Blockers
UserTesting’s The Human Insight Summit (THiS)
21 min
August 19, 2024Holiday retail success: digital tips from Brian Walker
In this Insights Unlocked episode, Brian Walker shares expert insights on how retailers can master digital commerce this holiday season. From optimizing e-commerce fundamentals to navigating the complexities of retail media and omnichannel strategies, Brian shares invaluable tips to help you stay ahead in a competitive market. Whether you're a retail veteran or new to the game, you won't want to miss this episode!.
Episode web page
-----------------------
>>> Insights Unlocked audience survey <<<
Link https://bit.ly/3y4u9IJ
We're conducting a survey to learn more about our listeners, and we'd love your participation! Your feedback will help us tailor our content to better meet your needs and interests, ensuring Insights Unlocked continues to provide valuable and engaging episodes. Thank you for helping us improve the show!
-----------------------
The Human Insight Summit (THiS) PROMO Code
The Human Insight Summit (THiS) is headed to Austin, Texas, this October 28-30. THiS is our annual, in-person customer conference dedicated to helping organizations understand their customers by showing and sharing, first-hand, the possibilities of using human insight across the business. Get $100 off your registration with the podcast listener code: UNLOCKED. Learn more or register.
-----------------------
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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Key Topics Discussed:
The Importance of Fundamentals:
Brian emphasizes the need for retailers to focus on the basics, such as site speed, product discovery, and a seamless checkout process, to ensure a frictionless shopping experience during the holiday rush.
Pull Quote: “It’s going to be important to really focus in on the fundamentals and the basics.”
Common Digital Obstacles:
Even large retailers face challenges like irrelevant search results and non-intuitive filtering options. Brian discusses the importance of seeing these issues through the customer's eyes and leveraging tools like UserTesting to identify and fix pain points.
Pull Quote: “It really comes down to seeing it through the customer's eyes.”
The Role of Retail Media:
Brian highlights the rapid growth of retail media and the potential risks it poses to the user experience. He advises retailers to strike a balance between monetizing their platforms and maintaining a positive customer experience.
Pull Quote: “The proliferation of retail media is going to have a pretty significant impact overall.”
Omnichannel Challenges:
The discussion also covers the complexities of providing a seamless omnichannel experience, where many retailers still struggle with siloed systems and inconsistent customer journeys.
Pull Quote: “The customer doesn’t perceive it that way at all and hasn’t for a while.”
Future Priorities for Retailers:
Looking ahead to 2024, Brian advises retailers to invest in order management solutions, personalization strategies, and the integration of marketing with digital experiences to stay competitive.
Pull Quote: “Personalization has been a key topic for 25 years... where marketers and merchants will start to pay closer attention is the intersection between their marketing and the digital experiences they’re delivering.”
Episode Links:
Substack: Cocktails and Commerce
36 min
August 12, 2024Designing for Impact: Insights from Richard Dalton, Head of Design at Verizon
In the latest episode of Insights Unlocked, Richard Dalton, Head of Design for Consumer at Verizon, shares his framework for designing sustainable customer experiences from how you build the team to nurturing a customer-aware organization.
Episode web page
-----------------------
>>> Insights Unlocked audience survey <<<
Link https://bit.ly/3y4u9IJ
We're conducting a survey to learn more about our listeners, and we'd love your participation! Your feedback will help us tailor our content to better meet your needs and interests, ensuring Insights Unlocked continues to provide valuable and engaging episodes. Thank you for helping us improve the show!
-----------------------
The Human Insight Summit (THiS) PROMO Code
The Human Insight Summit (THiS) is headed to Austin, Texas, this October 28-30. THiS is our annual, in-person customer conference dedicated to helping organizations understand their customers by showing and sharing, first-hand, the possibilities of using human insight across the business. Get $100 off your registration with the podcast listener code: UNLOCKED. Learn more or register.
-----------------------
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:
Introduction:
Host introduces Richard Dalton, Head of Design for Consumer at Verizon.
Richard’s role at Verizon involves overseeing the design of all consumer-facing interactions, including apps, websites, and physical interactions and store experiences.
He leads a team of 250 designers (and growing) who create human-centric experiences for over 100 million customers.
Key Themes and Takeaways:
Creating Effective UX Design Structures:
Richard emphasizes that hiring talented designers is not enough; organizations must also invest in building internal design teams and supportive structures.
The need for internal design of the organization to enable the creation of exceptional experiences for both employees and customers.
Behavior-Based Metrics for UX:
The limitations of broad metrics like Net Promoter Scores (NPS) for design purposes.
Richard's preference for specific, behavior-based questions to measure customer satisfaction and dissatisfaction.
Examples of actionable metrics, such as product usage patterns and customer behaviors.
Extending UX Beyond Digital Interfaces:
The misconception that UX design is limited to surface-level elements like colors and navigation.
How every department in an organization, from legal to procurement, impacts the overall customer experience.
The importance of a holistic approach to UX, ensuring all organizational decisions consider their impact on customers.
Fostering a Customer-Aware Culture:
Richard's vision of a future where all employees understand and prioritize customer impact in their decision-making.
The dream of seeing policy discussions centered around customer impact even without a designer in the room.
Visualization and Communication:
The significance of visualizing complex information on a single page for better decision-making, inspired by Edward Tufte's design principles.
The critical role of effective storytelling in ensuring that important information influences organizational decisions.
Verizon's Design Team Expansion:
Richard announces Verizon's plans to hire 180 designers.
The goal is to increase the representation of full-time employees in the design team, reducing reliance on contractors and agencies.
Episode Links:
Richard Dalton on LinkedIn
Verizon's careers page
BLOG: A primer to design systems: Making yours in 5 steps
GUIDE: The ultimate guide to user-centric product design
10 min
August 05, 2024How to build and manage a high-performing digital team from scratch
In this episode, Rebecca Goodman, the Chief Digital Officer at the FDIC, shares her advice for building a team from scratch.

Episode web page
-----------------------
>>> Insights Unlocked audience survey <<<
Link https://bit.ly/3y4u9IJ
We're conducting a survey to learn more about our listeners, and we'd love your participation! Your feedback will help us tailor our content to better meet your needs and interests, ensuring Insights Unlocked continues to provide valuable and engaging episodes. Thank you for helping us improve the show!
-----------------------
The Human Insight Summit (THiS) PROMO Code
The Human Insight Summit (THiS) is headed to Austin, Texas, this October 28-30. THiS is our annual, in-person customer conference dedicated to helping organizations understand their customers by showing and sharing, first-hand, the possibilities of using human insight across the business. Get $100 off your registration with the podcast listener code: UNLOCKED. Learn more or register.
-----------------------
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 Description: In this insightful episode of Insights Unlocked, we sit down with Rebecca Goodman, the Chief Digital Officer at the FDIC (Federal Deposit Insurance Corporation). Rebecca shares her journey and the monumental tasks she has undertaken to overhaul the FDIC’s digital presence. From building a digital team from the ground up to implementing a new content management system, Rebecca’s work is revolutionizing how the FDIC interacts with its stakeholders. Tune in to learn about the challenges and triumphs of driving digital transformation in a federal agency.
Episode Highlights:
Introduction to Rebecca Goodman (00:00 - 00:12)
Rebecca’s role as the Chief Digital Officer at FDIC.
Overview of FDIC’s mission to insure bank deposits.
Rebecca’s Journey and Role at the FDIC (00:12 - 01:18)
Her 13-year career in the federal government.
Initial tasks at FDIC: overhauling digital properties and establishing a UX practice.
Challenges of Digital Transformation in a Federal Agency (01:18 - 02:54)
Managing extensive projects and avoiding overwhelm.
Implementing a content management system and overhauling the intranet.
Building and Leading a Digital Team (02:54 - 04:34)
Hiring the first UX designer at FDIC.
Recruiting for various roles including developers, UX researchers, and social media experts.
Navigating the Federal Hiring Process (04:34 - 05:58)
Challenges of federal hiring regulations.
Importance of specialized experience and the direct hire process for certain roles.
Creating a Seamless Digital Experience (05:58 - 07:24)
Conducting stakeholder interviews across the organization.
Designing an intranet that integrates multiple internal tools for ease of use.
Advice for Digital Transformation Leaders (07:24 - 09:09)
Importance of cultural fit and soft skills in building a team.
Coaching existing teams to adapt to new digital processes.
Motivation for Working in the Federal Government (09:09 - 12:34)
Rebecca’s mission-driven approach and dedication to public service.
The critical role of FDIC in maintaining financial security and public trust.
Closing Thoughts and How to Connect with Rebecca (12:34 - 13:17)
Rebecca invites listeners to reach out via FDIC’s social media channels or her LinkedIn profile.
Resources Mentioned:
FDIC Website: FDIC.gov
Connect with Rebecca on LinkedIn: Rebecca Goodman
17 min
July 29, 2024Building an AI-powered product development process
In this episode, Nathan Isaacs talks with Anthony Maggio, VP of Product Management at AirTable, about building an AI-powered product development process.

Episode web page
-----------------------
>>> Insights Unlocked audience survey <<<

We're conducting a survey to learn more about our listeners, and we'd love your participation! Your feedback will help us tailor our content to better meet your needs and interests, ensuring Insights Unlocked continues to provide valuable and engaging episodes. Thank you for helping us improve the show!

Survey link https://bit.ly/3y4u9IJ
-----------------------
The Human Insight Summit (THiS) PROMO Code
The Human Insight Summit (THiS) is headed to Austin, Texas, this October 28-30. THiS is our annual, in-person customer conference dedicated to helping organizations understand their customers by showing and sharing, first-hand, the possibilities of using human insight across the business. Get $100 off your registration with the podcast listener code: UNLOCKED. Learn more or register.
-----------------------
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 Links:
Anthony on LinkedIn
UXDX
Airtable

Join the Conversation: We’d love to hear your thoughts on today’s episode. Join the discussion on our social media channels or leave a review on your favorite podcast platform.
16 min
July 22, 2024How to build trust within cross-functional teams: leadership insights from Shopify’s Mamuna Oladipo
In this episode, Nathan Isaacs talks with Mamuna Oladipo, VP of Product at Shopify, about building trust within an organization.

Episode web page
-----------------------
The Human Insight Summit (THiS) PROMO Code
The Human Insight Summit (THiS) is headed to Austin, Texas, this October 28-30. THiS is our annual, in-person customer conference dedicated to helping organizations understand their customers by showing and sharing, first-hand, the possibilities of using human insight across the business. Get $100 off your registration with the podcast listener code: UNLOCKED. Learn more or register.
-----------------------
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.
-----------------------
Episode Description: In this insightful episode of Insights Unlocked, we sit down with Mamuna Oladipo, the VP of Product at Shopify. Mamuna shares her wealth of experience from her journey through various tech roles and companies. She delves into the crucial topic of building trust within cross-functional teams and offers practical advice on networking within a company. Whether you’re a product manager, UX designer, or an executive, Mamuna’s insights on leadership and team dynamics are sure to resonate and provide valuable takeaways.

Key Themes and Ideas:
Introduction to Mamuna Oladipo:
Mamuna introduces herself and shares her background in tech, highlighting her roles in design, product management, engineering, data, and research.
Building trust in teams:
The importance of building trust slowly and steadily.
Tips on how to genuinely understand team dynamics and create personal connections.
Emphasizing one-on-one meetings and being fully present to build strong relationships.
Networking within a company:
Mamuna’s strategy for building a robust internal network by meeting different people and seeking further introductions.
The significance of maintaining these relationships and periodically checking in.
Leadership concerns and strategies:
Key concerns for leaders, including team impact and alignment with company goals.
The necessity of continuous communication and staying deeply involved in team activities to prevent misalignment.
Proactive steps to ensure teams stay on track and avoid long-term issues.
Advice for leaders:
The importance of knowing your team members and understanding their challenges and workflows.
How this understanding drives both individual and team impact, aligning efforts with broader organizational goals.
Notable Quotes:
"Take the time to learn and understand your team, understand the dynamics. Understand how you can differentiate, just how the team has been operating."
"Building a network within the company is vital. You need to have connections to understand the company culture and gather insights."
"Ensuring continuous communication and staying ahead of potential issues by being deeply involved in team activities is crucial."
Episode Links:
Mamuna on LinkedIn
Shopify
UXDX
The First 90 Days

Join the Conversation: We’d love to hear your thoughts on today’s episode. Join the discussion on our social media channels or leave a review on your favorite podcast platform.
8 min
July 15, 2024How to build scalable design systems that unite designers and developers
In this episode, Nathan Isaacs talks with Parisa Bazl from Commvault Systems about building scalable design systems that unite developers and designers.

Episode web page
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The Human Insight Summit (THiS) PROMO Code
The Human Insight Summit (THiS) is headed to Austin, Texas, this October 28-30. THiS is our annual, in-person customer conference dedicated to helping organizations understand their customers by showing and sharing, first-hand, the possibilities of using human insight across the business. Get $100 off your registration with the podcast listener code: UNLOCKED. Learn more or register.
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In this episode of Insights Unlocked, we sit down with Parisa Bazl, Head of UX at Commvault Systems, at a UX conference in New York City. Parisa shares her expert insights on creating scalable design systems that work seamlessly for both designers and developers. She delves into the importance of clear frameworks, the challenges of scaling in large enterprises, and the role of AI in design. Additionally, Parisa discusses the significance of diversity in tech and her efforts to create opportunities for underprivileged youths in the industry. Tune in for a thought-provoking discussion on bridging the gap between design and development, and the human-centric approach to technology.

Key Themes:
Scalable Design Systems:
Importance of frameworks in scaling design systems.
Utilizing object-oriented development to organize patterns and components.
Reducing the need for constant guidance between designers and developers.
Challenges in Scaling:
Addressing the resource disparity in design teams.
Strategies to meet demands without extensive handholding.
Importance of clear standards and empowering teams.
Starting with Key User Flows:
Focusing on specific use cases before abstracting patterns.
Creating a reference system for future use cases.
Overcoming Resistance:
Speaking developers’ language to ease workload concerns.
Ensuring designers understand their ongoing role amidst standardized systems.
Role of AI in Design:
Potential for automation in design decisions.
Emphasizing the human aspect of technology.
Using AI as a tool to deliver better user experiences.
Diversity in Tech:
Importance of diverse viewpoints in technology design.
Creating pathways for non-traditional candidates.
Parisa’s involvement with a program training underprivileged youths in technical skills.
Human-Centric Approach:
Keeping the focus on human experiences in technology.
Adapting to the ever-evolving tech landscape.

Guest Bio: Parisa Bazl is the Head of UX at Commvault Systems, specializing in enterprise software applications for data protection, cybersecurity, and cyber resiliency. With a strong background in UX design and a passion for bridging the gap between designers and developers, Parisa brings valuable insights into creating scalable and effective design systems.

Episode links:
Commvault Systems: Commvault
Parisa’s LinkedIn: Parisa Bazl

Follow Us:
LinkedIn: Insights Unlocked
Twitter: @InsightsUnlocked
YouTube: Insights Unlocked

Subscribe & Leave a Review: Don’t miss an episode! Subscribe to Insights Unlocked on Apple Podcasts, Spotify, or your favorite podcast platform. If you enjoyed this episode, please leave us a review!
16 min
July 08, 2024 Why your design system needs a business-centric approach
In this Insights Unlocked episode, T. Rowe Price’s Alex Wilson explains why you should take a business-centric approach to managing your design system.

Episode web page
-----------------------
The Human Insight Summit (THiS) PROMO Code
The Human Insight Summit (THiS) is headed to Austin, Texas, this October 28-30. THiS is our annual, in-person customer conference dedicated to helping organizations understand their customers by showing and sharing, first-hand, the possibilities of using human insight across the business. Get $100 off your registration with the podcast listener code: UNLOCKED. Learn more or register.
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7 min
July 01, 2024How the ‘pulling the thread’ methodology can help solve your complex problems
In this Insights Unlocked episode, Toast’s Jehad Affoneh describes the ‘pulling the thread’ methodology to solve complex problems.

Episode web page

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The Human Insight Summit (THiS) PROMO Code
The Human Insight Summit (THiS) is headed to Austin, Texas, this October 28-30. THiS is our annual, in-person customer conference dedicated to helping organizations understand their customers by showing and sharing, first-hand, the possibilities of using human insight across the business. Get $100 off your registration with the podcast listener code: UNLOCKED. Learn more or register.
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Episode Description:
In this insightful episode recorded at the UXDX conference in New York City, host Nathan Isaacs talks with Jehad Affoneh, the Chief Design Officer at Toast, to delve into an innovative methodology his team employed to enhance the customer experience for Toast's 100,000+ restaurant customers.

Toast is a restaurant point of sale and management system that helps restaurants improve operations, increase sales and create a better guest experience.

Key Themes:
Pulling the Thread Methodology:
Addressing complex problems by finding the right thread in a tangled ball of yarn and pulling it to untangle the complexity.
Steps to Implement:
Identify pain points from both customer and internal perspectives.
Find themes within these pain points to locate scalable solutions.
Test these solutions with a cohort of customers to validate effectiveness.
Challenges in the Restaurant Industry:
Restaurants operate in fast-paced, high-stress environments with frequent technical issues.
Reflections on the Journey:
The rewarding nature of working at Toast, making daily impacts on real people and communities.
The satisfaction of seeing long-term projects come to fruition and positively affect customers.
Additional Resources:
Toast website
UXDX Conference
UserTesting

Subscribe and Follow:
Don't forget to subscribe to the Insights Unlocked podcast for more expert insights and tips on designing digital products that people love. Follow us on LinkedIn for updates and more content.
11 min