The How This Works show

Jen Blatz, principal UX researcher at Boeing Employees' Credit Union (BECU), takes us on a journey from journalism to UX design, sharing practical insights from the trenches of financial institutions and animal hospitals. With experience spanning VCA animal hospitals to Capital One to Rocket Mortgage, Jen brings a refreshingly honest perspective on the evolving UX landscape—including what's broken with personas and why the future might look different than we think.

Her background in journalism shapes how she approaches ethnographic observation, whether she's watching veterinarians work with anxious pets or understanding how credit union members navigate digital banking. Jen doesn't shy away from tough conversations about AI's role in research, the limitations of traditional UX methods, or the reality of today's competitive job market.

Currently at BECU, Jen navigates the unique challenge of conducting remote research for a Washington State credit union while being based in Texas herself, highlighting how smaller financial institutions operate differently from big banks with vendor constraints and community-focused approach.

Key points:

Jen also touches on the challenges of remote research when you're not physically located where your users are, and how the pandemic shifted both researcher capabilities and user expectations around digital experiences.

The audio and video for this episode has been edited by Gideon Kroutil.

Special Guest: Jen Blatz.

Links:

• BlatzChatz on YouTube

Dr. Chui Chui Tan, cultural strategist and author, shares her journey helping businesses navigate cultural nuances for global growth. With over 16 years of experience in user experience internationally, she has orchestrated successful market launches for companies like Spotify, Netflix, and Bumble across 50 countries. Her approach goes beyond user research and experience to incorporate a holistic understanding of market ecosystems, helping businesses avoid cultural stereotyping while making informed strategic decisions.

Born in Malaysia to Chinese parents, Chui Chui moved to the UK over 20 years ago. Her unique background and global experience inform her approach to cultural strategy. Beginning with mechanical engineering and an unexpected transition through music technology to human-computer interaction, she eventually specialized in international research after conducting user interviews in Beijing for a hotel client.

Over time, her work evolved from pure user experience research to a more holistic approach that considers history, infrastructure, politics, and economic factors when helping businesses enter new markets.

Key points from the conversation:

Chui Chui also shares her fascination with understanding the origins of cultural differences, currently exploring this through reading "Sapiens" by Yuval Noah Harari among others.

You can find Chui Chui at:

The audio and video for this episode has been edited by Gideon Kroutil.

Special Guest: Dr. Chui Chui Tan.

Links:

• "Research for Global Growth: Strategies and Guidance for Cross-Cultural Insights" & "International User Research" by Chui Chui Tan

Drew Burdick, founder and managing partner of StealthX, shares his unconventional journey into design and entrepreneurship. After growing up in the Philippines (age 4-18) and studying political science and communications in college, a chance internship introduced him to graphic design — beginning with a bootleg copy of Illustrator/Photoshop CS2. During the 2009 recession, Drew scrapped his way forward, balancing freelance design work with jobs like valet parking at the Ritz Carlton and window washing.

His path included founding a successful clothing brand for the electronic music scene (complete with 163 street team members) before transitioning into corporate roles and eventually launching StealthX, a consultancy focused on customer strategy, product design, and software engineering.

Key points from the conversation:

Drew also predicts that within a year, solopreneurs will increasingly build and launch products independently using AI tools, potentially challenging traditional team structures in larger organizations. He encourages experimenting with these tools, seeing them as opportunities to augment human creativity rather than as threats.

Listen to the second part of our conversation over at Drew's podcast, "Building Great Experiences" —

Special Guest: Drew Burdick.

Links:

• StealthX

Skipper chats with Bumhan Yu, a designer and coder, about his perspective shaped by his linguistics and psychology background. After moving from Korea to New York City, he transitioned from academia to design, where his non-design background enriches his approach to understanding user needs and communication. His career evolved from graphic design to design operations and team dynamics, emphasizing problem understanding before solution creation. Beyond design, Bumhan maintains interests in theoretical physics and the Zettelkasten note-taking method among other topics.

During the show, we talk through a number of topics, including:

Here's a photo of Bumhan's t-shirt from the episode:

Special Guest: Bumhan Yu.

Links:

• International Trauma Studies Program

Skipper chats with Aaron Young, founder of Switch Insights, breaking down the concept of "switch interviews" — a lesser known methodology that reveals the contextual moments leading customers to change products or services, emphasizing the importance of understanding the "why" behind customer behavior rather than just the "what." He explains that while companies often think they know why customers switch, a directed interview can reveal the complex, messy reality of customer decision-making, encompassing factors like grievances, magnetism, and effort underneath and surrounding the change.

During the show, we talk through:

Stay tuned until the end where Skipper tells Aaron about Stephen Colbert's oatmeal rum-soaked bing cherry cookie recipe, which Colbert (yes, him) says is so irresistible you'd "step on a baby's finger for one."

Special Guest: Aaron Young.

Links:

• "Competing Against Luck" by Clayton M. Christensen

In this episode, Andy Polaine, Dr. Polaine to some, talks about his career journey, starting with his background in film and interactive media, his transition into service design, and his current focus as a design leadership coach. Andy discusses his coaching approach, which is rooted in his experience as a designer, facilitator, and teacher. He also talks about some of what he's hearing from design leaders right now, emphasizing the importance of reading the room, even in a digital context, and how his work addresses common challenges faced by design leaders, such as imposter syndrome and the "leadership dip" — a period of uncertainty and self-doubt that can arise when transitioning into a leadership role. The interview also touches on the evolving role of design leadership in organizations and how designers can more effectively communicate the value of their work to stakeholders.

Some topics discussed:

Stay tuned until the end where we hear a behind the scenes (bts) snippet, a peek into our lives today, where we wait for Andy's wife to open/close some doors as she's seeing a patient at home while we're recording.

Special Guest: Andy Polaine.

Links:

• Ben Reason

Joanne Weaver, who co-runs a design recruiting agency in New York City, discussed her dual career in recruitment and music. She highlighted the importance of networking and tailoring job applications to specific roles. Joanne emphasized the need for efficiency in communication and the value of understanding both job seekers and clients. She shared her journey from starting her agency during a financial crisis to having built a successful business. Joanne also discussed the significance of connection and authenticity, both in her professional and personal life, recommended the show "Alone" for its exploration of human resilience, and talked about her semimonthly show on LinkedIn live with two other design recruiters, Jared Tredly and Erica Fortgang for Design:Unfiltered @DesignedXTalent

Keep listening until after the outro music for a bit of tape from our first attempt at recording (Internet connection problems) where Joanne talks about how being a singer and being a performer helps to understand the clients and job seekers she works with.

A few specific points from the episode:

Special Guest: Joanne Weaver.

Links:

• Rebecca Levi

On this episode of the How This Works show, Skipper Chong Warson talks to Carl Cleanthes, founder of Epic Made, a creative content agency based in Hampton Roads, Virginia. Carl shares his entrepreneurial journey from selling timeshares to establishing an agency that now collaborates with top brands like SyFy, Nickelodeon, USA, TNT, and WWE. He discusses his passion for art and creativity, focusing on his exploration of NFTs as a way to immortalize his late father’s artwork. Throughout the conversation, Carl emphasizes the importance of living authentically, expressing emotions freely, and using his creativity to honor his father’s legacy.

Listen above or wherever you get your podcasts: https://www.howthisworks.show/028-carl-cleanthes. You can also listen on Youtube: https://youtu.be/yn74GSse5f0.

Key details from the episode:

Special Guest: Carl Cleanthes.

Links:

• Epic Made

Back in August, Skipper had a conversation with Jen Dary about her personal experiences and insights on leadership coaching, the importance of self-awareness and belief in one's abilities, Plucky's So Now You're a Manager (SNYaM), navigating the publishing industry, and prioritizing self-care in the coaching profession. Other topics include:

Special Guest: Jen Dary.

Links:

• Plucky

Stay tuned for a bit of tape at the end where Karen and Skipper talk about one's "need to be right."

Note from TED: Karen's talk linked below contains a discussion of suicidal ideation. If you are struggling with suicidal thoughts, please consult a mental health professional and/or support organization, as this talk is not a substitute for mental health advice. If you are struggling with self-destructive or suicidal thoughts, call or text 988 to connect with someone who can help.

Special Guest: Karen Faith.

Links:

• Others Unlimited