48 episodes

Welcome to Awkward Silences by User Interviews, where we interview the people who interview people. Listen as we geek out on all things UX research, qualitative data, and the craft of understanding people to build better products and businesses. Hosted by Erin May and JH Forster, VPs of growth/marketing and product at User Interviews.

Awkward Silences User Interviews

    • Technology
    • 5.0, 30 Ratings

Welcome to Awkward Silences by User Interviews, where we interview the people who interview people. Listen as we geek out on all things UX research, qualitative data, and the craft of understanding people to build better products and businesses. Hosted by Erin May and JH Forster, VPs of growth/marketing and product at User Interviews.

    #47 - Using User Research to Improve Conversion Rates with Jon MacDonald, Founder of The Good

    #47 - Using User Research to Improve Conversion Rates with Jon MacDonald, Founder of The Good

    We've been more and more curious about how user research can be used by more than just researchers. This week, Erin and JH chatted with Jon MacDonald, founder of The Good, about how marketers can use research to improve conversion rates. He talked about what conversion rate optimization really is, how to get stakeholders to see the value of research work, and why the key to conversion success is really just giving users what they came to your site for in the first place. 






    ---

    Send in a voice message: https://anchor.fm/awkwardsilences/message

    • 40 min
    #46 - Creating Better Help Content with Andrew Sandler, Director of Innovation and Experience Strategy at Adobe

    #46 - Creating Better Help Content with Andrew Sandler, Director of Innovation and Experience Strategy at Adobe

    When Andrew joined Adobe back in November, he faced an interesting design challenge. How do you manage a vast library of help content, spanning tons of different products in different industries, so that users can easily find what they need to know to fix their problems? Andrew has learned a lot about leveraging the power of community to problem solve, experimenting with different formats to make technical explanations more accessible, and proving the value of great help content. 



    Erin and JH chatted with him about how he positions help content to stakeholders, tackles creating content for products that have evolved from box software to the cloud, and uses research to focus on the right things at the right time. 



    Highlights

    [1:43] Great product doesn't need as much help content, but people will always need help, and the more powerful your product is, the more help they will need.

    [8:53] By connecting customers with the right information through communities, they're 3x less likely to reach out to support for help.

    [10:59] Early engagement = better retention, so Adobe segments out its customers to focus on what gets them started.

    [13:35] Adobe has segments and chapters to keep everyone on the same page and communicating well.

    [25:20] People who get value from help content actually end up having a higher lifetime value. It's all about trust and mutual respect.

    [27:41] How Adobe creates help content for different languages and cultures.

    [32:09] How Andrew is thinking about simplifying solutions, and making help content work smarter, not harder

    [37:58] Help content and product can work together to create even better solutions for users.

    [39:32] Quantitative information can tell you what some of the issues are, while qualitative can help your team dig deeper into why they're there

    [43:03] Building out recommendations for other things you may be looking for helps your help content build a story for the user.


    ---

    Send in a voice message: https://anchor.fm/awkwardsilences/message

    • 44 min
    #45 - How Alignment Can Speed Up Your Work with Jonathon Hensley of Emerge Interactive

    #45 - How Alignment Can Speed Up Your Work with Jonathon Hensley of Emerge Interactive

    This week on the pod, Erin and JH chatted with Jonathan Hensley, Co-Founder and CEO of Emerge Interactive, about the power of alignment right now. He talked about what alignment means for teams, how it can help speed up your process, and where research fits into the picture. 


    ---

    Send in a voice message: https://anchor.fm/awkwardsilences/message

    • 44 min
    #44 - Being Data-Driven vs. Data-Informed with Hannah Shamji, Head of Research at Copyhackers

    #44 - Being Data-Driven vs. Data-Informed with Hannah Shamji, Head of Research at Copyhackers

    There's a lot of data out there. Keeping track of Google Analytics, NPS scores, site metrics, usability test results, industry data, and everything else can be downright overwhelming. Which is why Hannah Shamji, Head of Research at Copyhackers, likes to say she's doing data-informed work, not data-driven work.

    For Hannah, her team, and her clients, working with tons of data can be overwhelming. Since you can usually find at least one graph to support a research point, it's important to put data in context. Hannah outlined how she gets in the zone with large amounts of data, puts things in context while doing her best to stay unbiased, and frames data around her research questions.

    Highlights

    [2:12] The difference between being data-informed and data-driven.

    [6:21] Why it's important to put data in context and pull from many different sources.

    [9:25] How Hannah approaches data through the lens of her research question.

    [16:40] How Hannah tries to build data narratives that tell both sides of the story.

    [23:21] Digging deep into data is a little bit like meditating.

    [27:07] Hannah, Erin, and JH chat about data and COVID-19. (This episode was recorded on April 24, 2020.)


    ---

    Send in a voice message: https://anchor.fm/awkwardsilences/message

    • 31 min
    #43 - UX Benchmarking to Demonstrate ROI with Kate Moran, UX Specialist at Nielsen Norman Group

    #43 - UX Benchmarking to Demonstrate ROI with Kate Moran, UX Specialist at Nielsen Norman Group

    UX benchmarking can help teams set goals, keep an eye on how their designs are improving, and most importantly, show the ROI value of their work. Kate Moran, a UX Specialist at Nielsen Norman Group, joined Erin and JH yesterday for our very first live podcast and gave us all the details on UX benchmarking.

    She outlined specific case studies of creative benchmarking, walked through how to demonstrate ROI, and highlighted when and how benchmarking is most useful to UX teams.


    ---

    Send in a voice message: https://anchor.fm/awkwardsilences/message

    • 50 min
    #42 - Combining Sales Demos and Customer Research with Jane Portman, Co-Founder of Userlist and Host of UI Breakfast

    #42 - Combining Sales Demos and Customer Research with Jane Portman, Co-Founder of Userlist and Host of UI Breakfast

    Sales demos are a great opportunity to get to know your customers. The person on the other end is interested in your product, looking for a solution to a problem, and likely have some pain points with their current solutions. That's why Jane Portman, co-founder of Userlist, uses demos as an opportunity to connect with potential customers, keep pain points top of mind, and learn how to make her product even better. 

    She chatted with Erin and JH about why she's doing customer research and sales demos at the same time, how constantly talking to customers helps her develop a better product, and how she came up with the podcast name UI Breakfast. 


    ---

    Send in a voice message: https://anchor.fm/awkwardsilences/message

    • 35 min

Customer Reviews

5.0 out of 5
30 Ratings

30 Ratings

psfky ,

Awesome intro to user research

Really great mixture of in-depth advice, concrete lessons to apply IRL, and personal touches that make you feel like you're joining a real conversation 🙂. Must-listen for anyone interested in user research and UX.

emhnyc ,

Best ux research podcast

Great guests, topics, and hosts. A+

smeshram ,

Best UX research podcast

Absolutely love everything about User Interviews and their podcast. Keep up the good work guys!

Top Podcasts In Technology

Listeners Also Subscribed To