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?

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: 

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: 

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:

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:

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: 

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.

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:

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:

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: