Siste episoder av Awkward Silences podcast

1. Research Ops 2.0, Episode 4: Building Enduring Systems Amidst Constant Change30.09.2025 (00:48:33)

   In just ten years, ResearchOps has transformed from an obscure Silicon Valley speciality into a vibrant global profession. Despite economic headwinds, ResearchOps roles are emerging across industries far beyond tech, and the field is evolving at breathtaking speed. But where have we come from, and where are we going?In this five-part audio documentary, we’re exploring the past, present, and future of ResearchOps—and it’s exciting, fascinating, and, at times, pretty mindblowing stuff! Each episode features the voices of Cha Cha Club members, senior research leaders, and the smart minds behind User Interviews.In this fourth and penultimate episode of ResearchOps 2.0, we’re exploring a timely topic: how to build enduring research systems even when change seems to be the order of the day—every day. You’ll hear top tips from experts who’ve managed to ride the winds of change to deliver successful, responsive research operations.

2. Research Ops 2.0, Episode 3: Taking a Platform Approach to ResearchOps16.09.2025 (00:46:00)

   In just ten years, ResearchOps has transformed from an obscure Silicon Valley speciality into a vibrant global profession. Despite economic headwinds, ResearchOps roles are emerging across industries far beyond tech, and the field is evolving at breathtaking speed. But where have we come from, and where are we going?In this five-part audio documentary, we’re exploring the past, present, and future of ResearchOps—and it’s exciting, fascinating, and, at times, pretty mindblowing stuff! Each episode features the voices of Cha Cha Club members, senior research leaders, and the smart minds behind User Interviews—the only solution you need to recruit high-quality participants for any kind of research.In this third episode, we’re diving deep into what taking a platform approach to ResearchOps means and why research platforms are a pivotal part of the future of ResearchOps.To scale up; tune in.

3. #173 - Prototyping AI in Live Research with Bold Insight & Panasonic Well12.09.2025 (00:54:31)

   Erin May sits down with Larry Becker and Gavin Lew of Bold Insight to explore how researchers can prototype AI experiences that don't exist yet. They're joined by Katie Johnson, Global Head of Research for Panasonic Well. All share their methods for testing everything from voice interfaces for blind users to family wellness bots using low fidelity simulation techniques.⭐️ Larry, Katie, and Gavin are presenting their work at EPIC 2025 in Helsinki ⭐️The conversation reveals how AI research requires new approaches beyond traditional usability testing. Katie explains her work simulating family interactions with AI assistants, where researchers act as human filters for LLM responses to study relationship building over time. The team demonstrates how even small changes in AI personality can be detected by users, highlighting the sensitivity of human-AI relationships.Gavin emphasizes the critical importance of getting AI right from the first interaction, unlike traditional MVP approaches. When AI fails to understand or respond appropriately, users often abandon it permanently, making prototype research essential for building trust before launch. The discussion provides practical frameworks for researchers working with emerging AI technologies and the evolving methods needed to understand human-AI interactions.Highlights[06:25] Prototyping AI experiences mindset[20:53] Human simulation in AI prototyping[31:15] Human vs bot detection challenges[38:52] Context interaction and trust framework[49:33] Team collaboration in groundbreaking research[51:27] Trust themes in AI developmentResourcesThe State of User Research 2025AI For User Research 101 Course20+ AI Tools for User Researchers

4. Research Ops 2.0, Episode 2: Leveraging AI for Research Superstardom02.09.2025 (00:51:24)

   In just 10 years, ResearchOps has transformed from an obscure Silicon Valley speciality into a vibrant global profession. Despite economic headwinds, ResearchOps roles are emerging across industries far beyond tech, and the field is evolving at breathtaking speed. But where has it come from, and where is it going?In this five-part audio documentary series, Kate Towsey of Cha Cha Club explores the past, present, and, most important of all, the future of ResearchOps. Each episode features the voices of Cha Cha Club members, senior research leaders, and the smart minds behind User Interviews. In this episode, we’ll explore how ResearchOps professionals are approaching AI today and what the future holds. Expect several unique case studies, as well as mind-blowing, not-so-futurist concepts. (Hint: Never mind AI research moderators. What about AI as genuine research participants?)CreditsProduction, narration, and audio engineering by Kate Towsey. Co-produced with Cha Cha Club manager, Glenn Familton, and ResearchOps experts, Jenna Lombardo and Renato Venter. Aria, the robotic voice, was generated by Soundly. Music and (most) sound effects featured in this episode were sourced from Epidemic Sound. Explore music and sounds via this playlist.

5. Special Release! Research Ops 2.0, Episode 1: The Evolution of ResearchOps19.08.2025 (00:43:46)

   In just 10 years, ResearchOps has transformed from an obscure Silicon Valley speciality into a vibrant global profession. Despite economic headwinds, ResearchOps roles are emerging across industries far beyond tech, and the field is evolving at breathtaking speed. But where has it come from, and where is it going?In this five-part audio documentary series, Kate Towsey of Cha Cha Club explores the past, present, and, most important of all, the future of ResearchOps. Each episode features the voices of Cha Cha Club members, senior research leaders, and the smart minds behind User Interviews. This episode features insights from User Interviews Co-Founders Basel Fakhoury and Dennis Meng, as well as CMO Erin May.CreditsProduction, narration, and audio engineering by Kate Towsey. Co-produced with Cha Cha Club manager, Glenn Familton, and ResearchOps experts, Jenna Lombardo and Renato Venter. Aria, the robotic voice, was generated by Soundly. Music and (most) sound effects featured in this episode were sourced from Epidemic Sound. Explore music and sounds via this playlist.

6. #172 - Summer Throwback: Caitria O'Neill on the Problems of Research Reports07.08.2025 (00:46:48)

   Welcome to our final Summer Throwback. We're revisiting some of our favorite conversations and insights.We're closing with a topic that technology like AI—and shrinking attention space—is affecting: reporting results. Our guest, Caitria O'Neill, had a sense that stakeholders weren't really engaging with her results (or their implications) as she'd like them to. During her time on teams at Meta, AirBnB, and Google, she'd iterated and evolved how she packaged, presented, and stored research readouts.It's a great listen for anyone who has felt a nagging suspicion that partners just aren't connecting with research.Resources on ReportingRethinking our Approach to Research ReportsA Framework for Simple, Repeatable Reporting30+ Free Report Templates and Examples

7. #171 - Summer Throwback: Kate Towsey on Starting a ReOps Practice24.07.2025 (00:44:24)

   Welcome to Summer Throwbacks, where we revisit some of our favorite episodes. This week's guest is Kate Towsey, who helped spotlight the relevance, urgency, and importance of Research Operations (ReOps) to business. This conversation is from her time leading ReOps at Atlassian. She breaks down the rationale for ReOps and the steps folks can take to start a practice of their own.These days, Kate's investing in Cha Cha Club, a space for ResearchOps pros to connect and learn. Stay tuned for an exclusive podcast series with Kate and Cha Cha Club...coming soon.More ReOps ResourcesWhat is Research Operations and Why Does it MatterThe State of Research For Non-ResearchersBuilding an Accessibility Research Panel

8. #170 - Summer Throwback: Andrea Amorós on Influencing Stakeholders with Strategic Research10.07.2025 (00:45:26)

   Welcome to Summer Throwbacks, where we revisit some of Awkward Silences' most memorable episodes.This week, Andrea Amoros, a Senior Principal Researcher at Ingram Micro talks strategic research (which is different from a research strategy). Andrea shares her definition of strategic research, its value for a company, and showcasing that value for stakeholders and partners.Strategic Research ResourcesWhat is a UX Research Strategy?Creating ROI from User ResearchStrategic vs Tactical Research Projects

9. #169 - Summer Throwback: Eniola Abioye on Breaking into User Research26.06.2025 (00:51:37)

   Welcome to Summer Throwbacks, were we revisit some of Awkward Silences' most memorable episodes.This week, Eniola Abioye, UX Researcher at Meta, discusses what it takes to break into the user research industry. Her advice on creating application materials, searching for roles, and preparing for the interview process offer evergreen insight for any job seeker.UX Career ResourcesFree on-demand course with Eniola: User Research 101The Ultimate UX Research Job BoardGetting started with freelance UX research

10. #168 - Summer Throwback: Amy Chess on Asking Better Questions12.06.2025 (00:40:00)

    Welcome to Summer Throwbacks, where we revisit some of Awkward Silences' most memorable episodes.This week features Amy Chess (then at Amazon) unpacking arguably the most important research skill: asking questions. She shares what makes a "good" question, how questions should connect to insights and impact, and how you can improve your question-creation ability.Research Question ResourcesA Guide to User Research Questions70+ User Testing Question ExamplesWriting Better User Interview Questions

11. #167 - Summer Throwback: Teresa Torres on Continuous Discovery Methods29.05.2025 (00:42:26)

    Welcome to Summer Throwbacks, where we revisit some of Awkward Silences' most memorable episodes.This week brings back an evergreen conversation with Product Talk's Teresa Torres on continuous discovery methods. Since this episode first aired, more companies have brought non-researchers (such as Product Managers, Designers, and Developers) into the process. Continuous Discovery is a practical, repeatable, and accessible way to expose your team to the value of user insights and design research more broadly.Continuous Discovery ResourcesA Launch Kit for Using Continuous InterviewsA Practical Application of Continuous MethodsA Framework for Using Continuous Discovery

12. #166 - Summer Throwback: Erika Hall on Why Surveys (Almost Always) Suck15.05.2025 (00:43:35)

    Welcome to Summer Throwbacks, where we revisit some of Awkward Silences' most memorable episodes.This week features a conversation with Erika Hall on the misuses of surveys. They're overused, often shoddily designed, and can get in the way of a better approach for the question (which might include not doing research at all). This topic has only grown in importance as development and decision cycles shorten, putting pressure on researchers to get insights to stakeholders faster. Erika also recently updated her landmark book, Just Enough Research, to take into account these and other changes in the UX landscape.Research Survey ResourcesA Complete Guide to Survey ResearchCreating Surveys to Identify User ProblemsUse This Checklist for Better Survey Design

13. #165 - High Impact Research on Embedded Teams with Hannah Ghidey of Etsy23.04.2025 (00:35:16)

    Embedded research teams—where UXRs are dedicated to a single product area—are popular. The proximity to design, product, and engineering stakeholders increases subject-matter expertise and user insight integration. But how can those working in this structure balance deep diving product-specific work with longer-term strategic opportunities?Hannah Ghidey, Senior Research Manager at Etsy has successfully navigated this balance, finding big, strategy-setting questions while maintaining product-specific influence and know-how. It’s a great conversation for anyone working as a UXR on a product team or searching for a scaleable way to build a responsive team that’s also strategically-oriented.Highlights03:09 Strategic Research in Business Innovation07:30 Effective Collaborative Research Planning11:03 Harnessing Team Insights for Innovation15:01 Building Trust in Research Collaboration20:15 Sustaining Research Relevance29:53 Integrating Research into Business StrategyAbout HannahHannah Ghidey is a UX leader, currently at Etsy. She is a creative, strategist, and researcher, helping teams shape experiences at the intersection of user needs, business goals, and data.ResourcesUltimate Guide to Research StrategyResearch x Product Collaboration ReportBuild a UX Research Team From Scratch

14. #164 - UX Lessons from a Decade Researching AI with Jess Holbrook of Microsoft09.04.2025 (00:49:29)

    Much of the conversation around AI in UX involves how it will shape and change researchers' work. Today's guest, Jess Holbrook, who leads UX research for Microsoft AI, has been thinking a lot about how this technology can be improved with design and UX best practices. Jess has spent over a decade working on the UX of AI at companies like Meta and Google. He's also helped develop foundational principles for the ethical use of LLMs.Jess joins Erin and Ben to reframe the AI conversation, focusing on how UXRs can and should adapt, what working on these systems has taught him about the UX discipline, and his philosophy for building teams that are ready to take on the innovative challenges of tomorrow.Jess's recommendations: Matt Webb, Maggie Appleton, and the Pessimists Archive Newsletter. Highlights07:15 Human-Centered AI Evolution17:53 Evolving AI Forecast Strategies24:04 Diverse AI Team Building33:27 Navigating Responsible AI Challenges37:01 Qualitative Analysis with AI Tools40:15 Optimism and Concerns About AIAbout JessSenior Director of Research specializing in human-centered AI. Early stage investor in AI, AI hardware ecosystems, climate, and anything that seems like the world would be better with it in it. Currently leading UX research for Microsoft AI. Previously led the Generative AI team and supported all UX functions for the Responsible AI and data transparency teams at Meta. I also served on the Board of Forging Youth Resilience, a nonprofit that empowers young people to build physical and mental strength for life by providing access to a national network of community-based fitness programs and mentorship. ResourcesThe AI in UX Research Report20+ Tools for Every Research PhaseUsing AI in UX: A Day-in-the-Life

15. #163 - Creating Mindful Product Experiences with Jay Vidyarthi of Still Ape26.03.2025 (00:48:46)

    In this episode, Erin and Ben chat with Jay Vidyarthi, designer, author, and founder at Still Ape. Jay is a leading thinker around designing mindful product experiences. He's also published a new book, RECLAIM YOUR MIND, which examines the balance of technology use and mindfulness in our everyday lives.Jay shares his journey to working in the mindful technology space, how we can shift our frame from "user" to "life" experience design, and the benefits companies see when their products consider the whole person on the "other end." Jay also shares strategies for maintaining mindfulness during our own technology use, and ways we can carry these practices into research and design practices.Highlights03:55 Design for Mindful Well-Being08:13 Mindful Design: Impact Over Intentions14:54 Broadening Design's Impact on Life25:20 Holistic Recruitment Strategies34:10 Enhancing Connection Through Mindful Presence42:48 Understanding Technology's Emotional PullAbout JayJay Vidyarthi is the author of RECLAIM YOUR MIND and an accomplished designer, entrepreneur, and thought leader at the unique intersection of mindfulness and technology. As the founder of Still Ape, he’s been involved in over fifty technologies that have helped millions of people improve their well-being, including Muse, the Healthy Minds Program, Sonic Cradle, and many more. His work and ideas have been featured by Harvard, MIT, TED, Forbes, CNN, Fast Company, and Vice.ResourcesThe Self Care Playbook for UX ResearchersCultivating Empathy for Your ColleaguesWellness and UX: Going Beyond the User Experience

16. #162 - Empowering PwDR Using Research Education with Daniel Gottlieb of Microsoft12.03.2025 (00:48:37)

    Many research activities are completed by non-researchers, but whose work is benefited from user insights. Generally, these folks—designers, PMs, developers, among others—are called "PwDR" or "people who do research." In addition to their own work, many UX researchers and operations specialists are focusing on educating and empowering this group. When stakeholders and colleagues are better informed on the hows and whys of user research, more of it gets done, more insights are integrated, and customer experiences improve.Daniel Gottlieb, Head of Research Operation for Microsoft's Developer Division, has spent a lot of time designing research education programs. He joins to discuss his success creating workshops that empower and inspire non-researchers to get involved. He shares the parts of a good workshop, ways to keep attendees engaged, and how he measures success.This is a revealing conversation for anyone who has wondered what successfully "democratizing" user research could look like. Daniel brings pragmatism and positivity to research education. You'll leave with a better sense of how to begin educating your own stakeholders on the power of user research, and maybe even get a democratization practice up and running.Highlights 12:12 - Empowering UX Researchers Multiplies Impact  17:21 - Collaborative Research and Customer Insights 22:08 - Guided Customer Research Workshops  27:22 - Building Excitement Through Coaching  36:38 - Benefits of Diverse Group Dynamics 38:25 - Empowering Developer-Led Research Showcase About DanielDaniel Gottlieb is the Head of Research Operations for Microsoft’s Developer Division User Research Group. He received his PhD in Animal Behavior from the University of California, Davis, where he focused on animal welfare (quality of life) and primate (monkey) behavior.  Daniel moved from researching monkey behavior, to managing research logistics at a National Primate Research Center, to managing UX Research Operations in Microsoft’s Developer Division. He is passionate about making research easy and accessible, teaching, and finding ways for disparate groups to work together to support a unified research mission.ResourcesPwDR questions answered live by UXpert Nikki AndersonDiscovery research exploring "people who do research"The "State of Research for Non-Researchers" Report

17. #161 - Learn More Faster About Customers with Michael Margolis of GV26.02.2025 (00:51:09)

    This episode is all about learning from customers...early and often. Our guest, Michael Margolis, UX Research Partner at GV (formerly Google Ventures), has made a career of helping teams do this successfully. He joins to share his Bullseye Customer Method, which is the result of his experience (it's also the subject of his latest book, "Learn More Faster," which is available for free).Michael breaks down the Bullseye Customer Method, including best practices for recruitment, question design, and analysis. He's found that research is more successful when it's a team effort, and shares ways to promote cross-team collaboration throughout the Bullseye process, like using watch parties for share-outs. Michael also weighs in (using his 30+ years in the industry) on topics like the current UX job market, the impact of AI on researchers, and the power democratization for resource-limited teams.It's a must-listen for anyone working on early-stage products or struggling with visibility and buy-in from stakeholders.Highlights06:33 Defining Core Value Proposition16:29 Founders' Key Concerns Analysis21:58 Clarifying Customer Understanding26:38 Effective Open-Ended Survey Questions31:46 Leveraging Associations for Networking43:01 Benefits of Team Watch PartiesAbout MichaelMichael joined GV in 2010 as the venture industry’s first UX research partner. As a UX researcher with over 30 years of experience, Michael has boosted conversion, tested new concepts, streamlined workflows, and defined bullseye customers for hundreds of companies. He helped develop the design sprint method made famous by the seminal book, Sprint. He has also written about his research work for startups at medium.com/@mmargolis. ResourcesChoose the right method with this selection toolMaking research essential to company successThe steps to asking better UX research questions

18. #160 - Where Design Thinking Went Wrong with Brett Krajewski of Accelerant Research12.02.2025 (00:44:12)

    In 2022, the UX community experienced a series of convulsions: layoffs, reorgs, and reduced budgets. A common thread throughout was accountability: user researchers faced frequent questions about their direct impact on and importance for the business. "Doing" UX research and "being" a design thinker was no longer enough.Today's guest believes these questions present opportunities for UX researchers. Brett Krajewski, VP Research and Growth at Accelerant Research, joins Erin and Carol to share strategies for researchers to stay sharp, stay relevant, and stay valuable. These include balancing business goals with user needs, being more experimental with methods, reframing how we use time for research, and more.Highlights06:30 Justifying UX ROI Amid Economic Challenges12:02 Integrating Insights for Improved UX18:50 Balancing User Needs and Business Goals21:07 Scalable Research in Fortune 500 Companies29:47 Innovative Strategies in Research Planning38:30 Storytelling's Role in Research ImpactAbout BrettBrett Krajewski is the Vice President of Research & Growth at Accelerant Research, where he leads the research and client solutions teams, delivering innovative insights to empower businesses and many fortune 500 companies. With a career spanning both in-house industry roles and consulting/agency leadership, Brett has built and led high-performing, multi-method research teams for Fortune 50 companies. His past roles include Head of Design Research: Customer at Walmart and Lead of Product Research at Lowe’s, where he drove customer-focused innovation and strategy.ResourcesComplete Guide to UX Research MethodologiesOn-Demand Business 101 for Researchers CoursePanel Discussion on the Future of UX Research

19. #159 - Building Cross-Functional Research Impact with Judy Xu of Salesforce29.01.2025 (00:33:31)

    Creating strong stakeholder relationships is important for UX researchers at any company. Doing this at "enterprise" companies—large organizations with many products and an international footprint—can feel daunting. Our guest, Judy Xu, has successfully navigated the scale of enterprises like Hubspot, Meta, and Salesforce, where they work as a Senior Researcher. They join Erin to take us inside the enterprise, unpacking how research "happens" and what this has taught them about building cross-functional relationships. Specifically, Judy shares the value of using environmental inputs (like whether it's B2B or B2C) to map stakeholder structures, identify (and start using) meaningful metrics, and choose the right method for the moment. Together, these strategies have helped Judy create lasting UX impact, building influence and trust with key stakeholders. Listen to learn how you can start creating more impact inside your organization, whether it's an enterprise or a startup.Highlights06:16 Learning and Research Challenges in Large Organizations 10:56 B2C vs B2B: User Metrics vs Revenue Focus 15:43 Adapting Research Insight Presentation to Stakeholder Needs 17:43 Collaboration with Key Stakeholders and Functional Diversity 22:39 Understanding Matrix Structures: Cross-Functional Roles & Incentives 26:55 Embrace Details: Mastering Business Processes EfficientlyAbout JudyJudy is a Senior Researcher at Salesforce, where she uses I use qualitative (e.g., interviews, codesign) and quantitative (e.g., text analysis, surveys) approaches to tackle strategic, exploratory, and evaluative research questions. She has worked at Meta, Hubspot, and Simplisafe, and has a Ph.D. in Psychology from Columbia University.ResourcesLearn the fundamentals of business with this free courseUse these five steps to calculate the ROI of UX researchThese skills build credibility and influence for more impact

20. #158 - Leading Design as a Researcher with Emily Wurgler of McDonald's15.01.2025 (00:44:17)

    Erin and Carol are joined by Emily Wurgler, Global Director of Experience Design at McDonald's, whose journey has had many moments of evolution and iteration. She started as an academic researcher in sociology, transitioned to innovation research at growth stage companies, and ultimately to her leading enterprise research and design teams.Emily talks about the unique value researchers bring to design leadership, how she's had to adapt her approach, and explains how product experiences are iterated and improved at large companies with a strong design-research partnership. Emily also shares how she's preparing her team of designers for the future of UX work and the characteristics she looks for in a new hire.Highlights07:30 Essential User Understanding for Product Success13:50 Identifying Users for McDonald's Enterprise Products24:38 Developing Innovative Product Solutions for Shift Leadership30:46 Balancing Innovation with Existing Workflow Challenges34:56 Cultivating Patience and Persistence for Organizational Change39:05 Ranking Four Attributes: A Favorite Interview QuestionAbout EmilyEmily Wurgler is the Global Director, Experience Design at McDonald's. She has over a decade of research experience at places like PeaPod Labs, dscout, and Over the Shoulder. She has a Ph.D. in Sociology from the University of Indiana.ResourcesUX Designer's Guide to ResearchWorking in Design Research ConsultingDesign Thinking for Better Partnerships

21. #157 - The Future of Design Collaboration with Andrew Hogan of Figma02.01.2025 (00:41:09)

    Few companies are most closely associated with UX design right now than Figma, which not only helps designers get their work done, but serves as a bridge for others to get more involved in the process. Erin and Carol are joined by Andrew Hogan, Figma's Head of Insights, to explore  the nature of collaboration today and how the structure of that collaboration can impact our ability to effect UX change.Andrew shares some of his team's own research on design collaboration, from how it's changed, what still needs improving, and how UX professionals can collaborate better. This includes the growing and evolving impact of AI. He also talks about what he learned during his recent parental leave—including the pervasiveness of screens—and how he's applying that learning to his own team.Highlights11:13 Design's Role in Software and Team Collaboration18:01 Diverse Methods for Sharing Research Insights20:46 Uncertain Future of AI: Expectations Reset24:34 AI's Impact on Productivity and Team Collaboration29:49 Overcoming Challenges: Standing Out in Content Saturation33:05 Perceptions of Change: Exploring Role SpikinessAbout AndrewAndrew Hogan conducts research on the design industry and design practices to figure out what’s happening. He love anecdotes, anecdata and data. He also likes to write and speak about what he finds, sometimes in the form of jokes and is occasionally quoted by places like Fast Company, WSJ, Forbes, CNN, Business Insider, AdAge, CIO.com and Tech Republic. In the past he authored/co-authored 50+ Forrester reports about design, UX, CX and the design industry, and created CX certification training modules on journey mapping and data/AI + design.ResourcesA Designer's Guide to UX ResearchProduct x Research Collaboration ReportThe 2024 AI in UX Research Report

22. #156 - Change Management with Graham Gardner of U.S. Bank18.12.2024 (00:35:44)

    Change is an important and inevitable part of developing as a user experience professional. But what does change look like when it happens at the organizational level? That is the focus of this episode, featuring Graham Gardner, VP of UX Design Research Operations at U.S. Bank. He joins Erin and Carol to talk about change management, which is the practice and process of evolving and adapting a company's approach to something.Graham takes us inside his strategy for this, including how team structures can affect change (and their impact on research tooling). He also unpacks just how important Research Operations (ReOps) is to planning, executing, and managing change at an organizational level. Finally, Graham looks ahead to the impacts of AI and how he believes it might help teams like CX, analytics, and marketing work together better.If you've ever wondered about how companies grow and develop, and how these developments can impact user insights, check it out. Highlights08:16 Enhancing Collaboration through Transparent Tool Mapping14:37 Harmonizing AI and Human Roles for Success20:44 From Projects to Service Design: A Strategic Shift23:46 Research Insights: Steering Through Complexity for Success28:40 Integrating Research into Client Relationship Strategies31:37 Insights from Backgrounds: Decoding Environmental CuesAbout GrahamGraham Gardner, VP of UX Design Research Operations at U.S. Bank, is a researcher, designer, strategist, and maker. He brings a human-centered design lens to research ops (thanks to a long stint at IDEO and a background in inclusive education research). He works to collaboratively and iteratively understand and design research and design ecosystems that grow and evolve with the changing contexts of our beautifully messy world and the people that live in it. Conversations with Graham usually involve dad jokes, dog cameos, and snack breaks.More ResourcesGuide to UX Research StrategyAI in UX Research ReportThe Importance of Research Operations

23. #155 - Exploratory Design Research with Will Notini of IDEO11.12.2024 (00:40:17)

    The consulting firm IDEO helped pioneer "design thinking" as a way to create products that better solve customer wants and needs, creating fans. Over 30 years later, the interplay between design and research has never been more important.Will Notini joins to dig into that interplay—how research is at the heart of design and vice versa. In particular, he thinks the best companies are using design research principles to explore new opportunities, both what they create and how those experiences function.Will also shares a framework for researching "fast and slow," the importance of participant recruitment, and how building trust with colleagues creates more impactful, lasting user insights.Highlights04:11 Uncovering Unbiased Insights Through Exploratory Design12:20 Finding Participants Who Truly Care and Invest19:43 Building Trust for Collaborative Design Discussions24:54 Interdisciplinary Collaboration and Expertise-Sharing at IDEO30:37 Simulated Research: Addressing Urgency and Resource Challenges34:10 Iterative Learning: Updating Assumptions and ApproachesAbout WillWill Notini is a Senior Design Research Lead at IDEO, where he is a generalist —drawing on his training in social science research to execute design and innovation work for clients in a range of industries. In his role, he manages multi-disciplinary teams and leads the research.His background is in anthropology and did mixed methods market research in the restaurant industry before transitioning to design research and has been at IDEO since. He has also recently picked up an MBA and a potentially unhealthy (unrelated) obsession with tennis.ResourcesThe Designer's Guide to User ResearchHow to Recruit Participants for ResearchStorytelling Basics for UX Researchers

24. #154 - Building the UX Team of Tomorrow with Brad Orego of Webflow04.12.2024 (00:45:05)

    The craft of UX research is at an all-time high. How research leaders structure, staff, and scale their teams is more important than ever. Erin and Carol are joined by Brad Orego, Head of Research at Webflow, to talk all about the ways we can build better research teams.Brad shares their three-step process for creating a research practice that's ready to deliver for the business, including the questions you must ask stakeholders. Using examples from Webflow, Brad also talks about tactical considerations such as managing cross-team research requests, the importance of Operations, and how they think AI will help with democratization.This is must-listen for anyone building a research team, looking for ways to expand their influence or impact, and even early career folks who want a look inside an innovate team. Highlights03:14 Building Relationships and Networks for Long-Term Success16:18 Monitoring Customer Trends for Strategic Insights22:26 Optimizing Best Practices and Research Insights Activation29:37 Enhancing Efficiency and Reducing Risk Through Automation36:22 Four Key Questions to Guide Your Research40:41 Strategic Evolution and Research Maturity at WebflowAbout BradBrad (they/them) is a UX Leader, User Researcher, Coach, and Dancer who's been helping companies from early-stage startup to Fortune 500 develop engaging, fulfilling experiences and build top-tier Research & Design practices since 2009. They have helped launch dozens of products, touched hundreds of millions of users, managed budgets ranging from $0 to $10M+, and coached hundreds of Researchers.ResourcesBuilding a UX Research Team From ScratchCreate Lasting UX Impact With StakeholdersThe Three Facets of High-Impact Research

25. #153 - Security-Minded UX with Caroline Morchio of Dashlane23.07.2024 (00:33:55)

    In our Season 3 finale, Erin and Carol are joined by Caroline Morchio, Head of UX at Dashlane, a credential management platform. Their conversation explores UX research best practices at a security-minded organization like Dashlane, highlighting other what teams can bring to their own work. Caroline shares the ways she structures the UX team to support the product landscape at Dashlane, their processes for empowering colleagues to contribute to research, and why she prefers a "decentralized" model. The conversation also unpacks the core skills that Caroline emphasizes no matter the company: storytelling, actionable insights, and templates. Together, these help her team maintain rigor while scaling to meet new user experiences opportunities.Finally, Caroline discusses how to balance the security and usability when conducting UX research, and forecasts what the future of data privacy and security might have in store, like passwordless authentication. Episode Highlights04:27 Implementing research in stages07:22 The strategic impact of UX on a business11:23 Focusing on ICP segmentation and user sophistication18:06 The importance of privacy and data security23:01 Decentralizing research processes30:17 The importance of research in complex technologyAbout Our GuestCaroline is a Design leader with experience in innovative companies transforming their industries. She has led design teams through all phases of product development and fostered a culture of open collaboration and feedback. Caroline was previously VP of Design at Handshake, Neuralink, and is now an AWS Design ambassador and Head of UX at Dashlane.More Resources on Security in UXRA Researcher's Guide to Data Privacy RegulationsNDAs and Consent Forms for UX ResearchExamining Ethical Design and Respectful UX