Episode web page: https://bit.ly/4l51qH3

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In this episode of Insights Unlocked, we sit down with Dheerja Kaur, Vice President of Product Management at Robinhood, for a deep dive into how thoughtful design, strategic innovation, and customer obsession can transform industries—especially one as complex and regulated as finance.

Dheerja brings insights from her journey across major brands like ESPN and The Skimm, sharing how those experiences shaped her unique approach to building products that are not only functional and beautiful but also deeply human.

Designing for obsessive user bases: How Dheerja’s work with passionate communities—from sports fans to finance enthusiasts—has underscored the value of user loyalty and brand ethos.

Democratizing finance through design: A look at how Robinhood lowered economic barriers and emphasized intuitive user experiences to make investing more accessible to everyone.

Embracing complexity without sacrificing clarity: Dheerja discusses how her team balances regulatory requirements with elegant product design that promotes user education and confidence.

Coaching with ‘Spidey sense’: Learn how she develops product intuition in her teams without micromanaging, and how recognizing subtle signals can lead to better outcomes.

A culture of experimentation: Why Robinhood encourages teams to pursue bold ideas—even at the risk of failure—and how this fuels long-term growth and innovation.

Harnessing real-time insights: Discover how customer feedback from support, surveys, and experimentation informs Robinhood’s product strategy and user experience.

AI and the future of product design: Dheerja shares Robinhood’s early experiments with AI, including the new Cortex product, and how first-principles thinking guides their approach.

Championing inclusive leadership: Dheerja reflects on her own experience navigating imposter syndrome and why she prioritizes supporting women and underrepresented groups in tech.

Dheerja on LinkedIn: https://www.linkedin.com/in/dheerja/

Robinhood website: https://robinhood.com/

Dheerja’s website: https://www.dheerja.com/

Bobby on LinkedIn: https://www.linkedin.com/in/bmeixner

Learn more about Insights Unlocked: https://www.usertesting.com/podcast

Episode web page: https://bit.ly/43Gxevp

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Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better? 

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In this episode of Insights Unlocked, hosts Nathan Isaacs and Bobby Meixner welcome customer experience (CX) leader Tabitha Dunn to discuss the intersection of empathy, artificial intelligence, and change management in building truly customer-centric organizations. Drawing on her executive experience leading CX and digital transformation at global brands, Tabitha shares actionable insights for business leaders navigating innovation and AI implementation—without losing sight of the human element.

Listeners will learn why beginning with an "empathy tour" is essential, how to avoid common pitfalls in transformation initiatives, and why governance and usability must be balanced in any AI strategy. Plus, she shares how CX leaders can broaden their influence by becoming fluent in cross-functional collaboration, change management, and business impact storytelling.

Topics Covered:

The Empathy Tour: Why leaders must deeply understand employee and customer perspectives before initiating change.

AI with Purpose: How to evaluate AI technologies through the lens of real human needs—not hype.

Governance Meets Usability: Balancing privacy, personalization, and user experience in AI-driven systems.

Cross-Functional Buy-In: Tips for engaging finance, IT, and product teams in CX-driven transformation efforts.

Skills for Modern CX Leaders: Why CX professionals should add sales training, change management, and project management to their toolkit.

Avoiding Common Missteps: The three most frequent reasons transformation initiatives fail—and how to prevent them.

Tabitha to the Rescue: How Tabitha steps in to course-correct projects that are stalling or misaligned.

Resources & Links:

Tabitha on Linkedin (https://www.linkedin.com/in/tabithadunn

Stage 2 Capital (https://www.stage2.capital

Bobby on LinkedIn (https://www.linkedin.com/in/bmeixner

Learn more about Insights Unlocked: https://www.usertesting.com/podcast

Episode web page: https://bit.ly/4kw3gQJ

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In this episode of Insights Unlocked, we dive into the rapidly evolving intersection of UX design and artificial intelligence with Greg Nudelman, UX architect at Sumo Logic and author of UX for AI. Hosted by Sean Treiser, this conversation explores why conventional UX tools and mindsets are no longer sufficient in an AI-driven world—and what design leaders can do to keep pace.

Greg challenges the status quo, likening traditional UI workflows to rearranging deck chairs on the Titanic, especially as AI becomes the centerpiece of digital experiences. He introduces the concept of “iceberg UX,” where visual design is only the surface, and the real value lies in content, data, and AI interactions beneath. He advocates for retiring “lorem ipsum” and instead prioritizing real, meaningful output that aligns with user context and workflows.

Key topics include:

Greg also previews his AI UX bootcamp and shares insights from his viral content experiments, underscoring how AI is reshaping not just products but also how we market and communicate.

Whether you’re a product designer, UX strategist, or CX leader, this episode will challenge you to rethink your role in a world where machines are increasingly not just tools—but collaborators.

Episode links:

Episode web page: https://bit.ly/4dDbMuy

Lisa shares insights from her 20+ years in scenario planning and design, reflecting on the transformative impact of the COVID-19 pandemic and how it highlighted the critical need for imagination, empathy, and long-term thinking in leadership. She discusses the value of futures thinking in education and business, emphasizing how anticipatory leadership, scenario planning, and rapid prototyping can help organizations build resilience and stay ahead of disruption.

Whether you're leading a team, crafting customer experiences, or shaping strategic decisions, this episode will inspire you to stretch your thinking, foster creativity, and embrace your role as a designer of the future.

What you’ll learn in this episode:

Why the pandemic marked a turning point in how leaders perceive uncertainty

How imagination is an underdeveloped but essential leadership skill

Practical tools like futures wheels and scenario planning to anticipate change

The role of design and prototyping in shaping strategic foresight

How to nurture a culture that values long-term thinking and experimentation

Why attention is the new currency in the battle for meaningful innovation

Resources & Links:

Lisa Kay Solomon on LinkedIn https://www.linkedin.com/in/lisakaysolomon/

Jason Giles on LinkedIn https://www.linkedin.com/in/jaygiles/

Leading like a Futurist course on LinkedIn Learning https://www.linkedin.com/learning/leading-like-a-futurist/you-are-a-futurist

Harvard Business Review: 5 Pandemic-Era Lessons on Leading Through Change https://hbr.org/2025/03/5-pandemic-era-lessons-on-leading-through-drastic-change?ab=HP-hero-latest-1

Stanford d.school profile: https://dschool.stanford.edu/directory/lisa-kay-solomon

Learn more about Insights Unlocked: https://www.usertesting.com/podcast

Episode web page: https://bit.ly/4370dIB

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Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better? 

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In this episode of Insights Unlocked, we’re joined by Alita Kendrick, a UX researcher at Google leading accessibility research for the Google Cloud Platform and exploring new market opportunities. Alita discusses how generative AI is revolutionizing UX workflows—from streamlining planning docs to accelerating qualitative data analysis.

Host Michael Domanic and Alita dive into how tools like Gemini, ChatGPT, and UserTesting’s AI features are cutting research time in half and giving researchers back the space to focus on strategy, storytelling, and democratizing insights across organizations. Alita also shares real-world use cases, common pitfalls to avoid when starting with AI, and how AI can even help uncover your own unconscious biases.

Whether you’re a seasoned UX researcher or just starting to integrate AI into your work, this episode is packed with practical advice, inspiration, and a look at what the future holds for AI-powered research.

Key topics discussed:

How Alita uses AI throughout the research lifecycle—from planning to analysis

Time savings and operational efficiencies achieved through AI tools

Creative tools like NotebookLM, Claude, and Midjourney in UX workflows

How to prompt AI effectively and avoid common early mistakes

Balancing AI outputs with critical thinking and business context

The role of AI in democratizing research and surfacing legacy insights

Personal reflections on AI adoption, experimentation, and optimism for its future

Resources & Links:

Alita on Linkedin (https://www.linkedin.com/in/alita-kendrick/)

Michael on LinkedIn (https://www.linkedin.com/in/michaeldomanic/)

Alita’s author site on NNG (https://www.nngroup.com/people/alita-kendrick/)

Alita’s Efficient UX course on NNG (https://www.nngroup.com/courses/efficient-ux/)

Learn more about Insights Unlocked: https://www.usertesting.com/podcast

Episode web page: https://bit.ly/3S1wxq4

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Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better? 

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In this episode of Insights Unlocked, we sit down with Jessica Schultz, senior manager of experience research at BECU, to explore how one of the largest credit unions in the U.S. built a member research panel that delivers powerful insights—quickly and securely.

Jessica shares her unique career journey from front-line teller to UX research leader and walks us through the end-to-end process of launching BECU’s custom member panel. She breaks down the strategic decisions behind the panel’s creation, including navigating legal and security requirements, coordinating with marketing teams, and aligning with product and design stakeholders.

We also dive into:

The pivotal moment that led Jessica to pursue UX research

Why BECU chose to create its own panel over traditional recruiting methods

Lessons learned in onboarding and coaching panel participants

How the panel supports a culture of member obsession at BECU

Tips for keeping participants engaged—and studies filled fast

Key metrics used to evaluate panel success

Jessica also offers advice for other organizations thinking about building their own custom panels, from setting realistic expectations to creating inclusive and positive participant experiences.

Resources & Links:

Connect with Jessica Schultz on LinkedIn (https://www.linkedin.com/in/jessica-schultz-05187a48/)

BECU (https://www.becu.org/)

Connect with Becky Wright on LinkedIn (https://www.linkedin.com/in/becky-w-795b29124/)

Learn more about Insights Unlocked: https://www.usertesting.com/podcast

Episode web page: https://bit.ly/4d2nCOx

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In this episode, UserTesting’s Lija Hogan sits down with Jim Kalbach, Chief Evangelist at Mural and author of The Jobs to Be Done Playbook, to discuss how the “Jobs to Be Done” framework can transform UX and business strategy in today’s growth-focused world. Jim unpacks how this mindset helps teams align around real customer needs and bridge the gap between design and business outcomes. He also shares insights on leveraging AI as a tool to enhance—not replace—human-centered research.

Jim reflects on his career journey, his passion for experience mapping, and how reframing UX from a cost-saving function to a growth driver can earn teams greater influence in their organizations. Plus, he explains why empathy shouldn't stop at the customer—UX teams need to understand their business stakeholders just as deeply.

Key takeaways:

Resources & Links:

Episode web page: https://bit.ly/3YTrCuW

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In this episode of Insights Unlocked, UserTesting CMO Johann Wrede chats with Udi Ledergor, former CMO and current Chief Evangelist at Gong, and author of Courageous Marketing. Udi shares why bold, differentiated marketing beats "best practices" every time—and how marketers can unlock extraordinary results by giving themselves permission to stand out.

Drawing from his own nontraditional career path from magician and musician to marketing leader, Udi explains why simply following industry norms creates a "sea of sameness." He unpacks strategies for building trust with sales, the critical importance of aligning marketing metrics to real business outcomes, and how to thoughtfully invest in brand marketing—even when budgets are tight.

Whether you're just starting out or leading a large marketing team, this episode offers candid, actionable advice for becoming a more courageous marketer, building iconic brands, and driving measurable impact.

Why following marketing "best practices" leads to ordinary results

How courageous marketing stands out and drives growth

Practical tips for building trust and alignment between marketing and sales

How to measure brand investments creatively when ROI isn’t immediate

Smart ways to manage marketing experiments with limited budgets

Career advice for marketers at every stage—from entry-level to CMO

Resources & Links:

Connect with Udi on LinkedIn

Udi’s new book: Courageous Marketing

Udi’s website

Gong

Connect with Johann Wrede on LinkedIn

Learn more about Insights Unlocked: usertesting.com/podcast

What you'll learn:

Episode web page: https://bit.ly/4400s9a

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Send me a voice message via email at [email protected]

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In this episode of Insights Unlocked, Jason Giles, VP of Design at UserTesting, chats with Andrew Hogan, Head of Insights at Figma, about the evolving role of design in the AI era. Fresh off the release of Figma’s 2025 AI Report, Andrew shares key takeaways from a survey of 2,500 designers and developers using AI in product development.

The conversation covers how teams are shifting from experimentation to evaluating AI’s real-world impact, why design is more crucial than ever for AI-powered products, and how successful teams are navigating the contradictions of rapid innovation. They also dive into the rise of agentic AI, the ongoing productivity vs. quality debate, and why tight design-dev collaboration is becoming non-negotiable.

Whether you're building the next-gen user experience or exploring how AI fits into your workflow, this episode is packed with insights on making AI work for your team and your users.

What you’ll learn:

Resources & Links:

Episode web page: https://bit.ly/4jHDYyu

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PROMO CODE for this episode with Section's Greg Shove: USERTESTING30

The code is good for Section courses and memberships.

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In this episode of Insights Unlocked, Michael Domanic, Head of AI at UserTesting, sits down with Greg Shove, CEO of Section, to unpack what it truly means for businesses to embrace AI transformation. Greg shares his personal “aha” moment with generative AI, how it led him to pivot Section into an AI-centric business school, and why every executive should view AI as a strategic thought partner—not just a tool for marketers and engineers.

From experimenting with AI as a boardroom simulator to identifying organizational resistance, Greg gets real about what’s holding companies back from adopting AI effectively. He also offers practical advice for leaders navigating internal fears, outlines how businesses can build impactful AI pilots, and explains why creativity and experimentation are critical to unlocking AI’s full potential.

What you’ll learn in this episode:

Resources & Links: