UX Stories Podcast

Lihong Hicken
  • 5.0 (1)
  • Management

If you want to understand your customers more deeply and unlock growth that doesn't rely on guesswork, this series is for you. Founders, operators, and product leaders tune in to learn how real conversations shape better products, better decisions, and better outcomes. In each episode of UX Stories Podcast, you'll explore how fast-growing teams uncover meaningful insights using smarter feedback loops and authentic user conversations. Inspired by the approach behind TheySaid, this show digs into why traditional surveys fall short and how modern teams gather richer, more actionable signals that drive real business impact.

  1. Jul 1

    60 Mins of Brutal Product Truth: 11 Leaders on AI, User Testing & Why NPS Is Killing Your Product

    What happens when you stop asking users what they want — and start watching what they actually do? This supercut brings together 11 of the sharpest product and UX leaders from the UX Stories podcast for 60 minutes of unfiltered takes on building in the age of AI, vibe coding, and a generation of builders who've never done a usability test. From "NPS is the worst thing to happen to product" to an AWS leader declaring every user deserves a VIP AI experience — this is the product conversation the industry needs. ⏱️ TIMESTAMPS 0:00 Aaron Montana (LaunchDarkly) — 57 trillion data points & the psychology of building wrong 2:21 Abhishek Vyas (Auditoria) — Is agentic AI enterprise-ready? The rise of AI committees 6:55 Alex Pyatigorskiy (Vama) — The "Torture Room" that C-suite executives fought to get into 9:43 Alina Hernando Paleno (Agile Engine) — Predicting user needs before they arise: the CIFM framework 14:13 Apurva Garware (Invisible Technologies) — Teaching AI like teaching children + the future of hybrid teams 16:60 Arvind Duhan (DispatchTrack) — Are vibe coders treating customers as guinea pigs? 25:10 Dan Breyre (Sofar Ocean) — The 14-pound equipment lesson that changed everything 28:14 Fy Knight (Recidiviz) — "The money always follows when you listen to users" 31:07 Fy Knight (Recidiviz) — Henry Ford's real lesson: skateboard → scooter → car 35:12 Jason Levine (AWS) — The trumpet thrown over a fence & knowing your real user 37:12 Jason Levine (AWS) — AI that adapts to YOU: the end of one-size-fits-all UX 40:46 Jason Levine (AWS) — The trumpet story: your buyer ≠ your user 42:17 Jason Moore (Planful) — The UX myth that's killing designers' careers 44:40 Jason Moore (Planful) — Why the smallest research team is a leadership failure 47:28 Manish Upasani (Utimaco) — Trust as invisible UX: when encryption just works 48:59 Mazen Letayf (Alkami Technology) — "NPS is the worst thing to happen to product in 20 years" 🎙️ ABOUT UX STORIES Hosted by Lihong Hicken, co-founder of TheySaid (built by the original UserTesting.com team). Every episode explores the gap between how fast we build and how slowly we listen. 👉 Try AI-moderated user testing free: https://theysaid.io #ProductManagement #UXDesign #UserTesting #AIProduct #VibeCoding #ProductStrategy #UserResearch #SaaS #StartupAdvice #DesignThinking

    60 Mins of Brutal Product Truth: 11 Leaders on AI, User Testing & Why NPS Is Killing Your Product

  2. Jun 30

    From $500 Flights to $50K Art: What UX Research Teaches Us About High-Stakes Buying | UX Stories

    What does usability testing have to do with booking a cruise, buying fine art, or fixing healthcare? Everything. In this episode of UX Stories, host Lihong Hicken sits down with a product leader who's worked across travel, e-commerce, and healthcare to unpack how user research actually works in the real world — including a brutal A/B test failure at TripAdvisor and a surprisingly warm (then ice-cold) enterprise rollout at Prudential. Whether you're a UX designer, PM, or vibe coder shipping fast and skipping feedback — this one's for you. 🕐 Timestamps 0:00 – Intro: Vibe user testing & the speed of building 0:19 – High-stakes buying: $500 flights vs. $50K fine art 1:09 – Trust factors & the psychology of luxury purchases 1:51 – How cruise users behave like art collectors 2:31 – The TripAdvisor filter redesign that crashed and burned 4:27 – Why personalization is the future of e-commerce 6:10 – AI agents, image search, and the new shopping behaviors 7:01 – Healthcare UX: the most broken space in need of fixing 8:00 – How to recruit users when HIPAA ties your hands 8:47 – The power of listening: CX as your research partner 10:27 – Showing users a Figma prototype already in development 11:10 – The vibe coder problem: building fast, skipping research 12:32 – The future: designers absorbing coding AND research 13:29 – A/B testing, wrong turns, and when failing fast works 14:24 – Prudential case study: never assume a warm reception 15:53 – Usability toolkit: Maze, Pendo, Google Forms & more ⏱️ Final thoughts & TheySaid.io 🔗 Try vibe user testing at the speed you code → theysaid.io 📌 Subscribe for more UX research conversations with product leaders shaping the future of user experience. UXResearch #ProductManagement #UserTesting #VibeUserTesting #UXDesign #DesignThinking #Healthcare #Ecommerce #UXStories

    From $500 Flights to $50K Art: What UX Research Teaches Us About High-Stakes Buying | UX Stories

  3. Jun 3

    The End of High-Fidelity Design? How AI Is Merging Designer, PM & Dev Into One Role

    🎙️ UX Stories | Episode with Mike Mancuso, Head of Product Design at Veoci Is the traditional design process dead? Mike Mancuso has 20 years of design leadership experience — from building design systems for 10M+ users at Wiley to leading public safety UX at BlueLine GRIT. In this episode, he breaks down how AI tools like Claude Code are completely transforming the way his team designs, and why he hasn't touched a high-fidelity design in 6 months. 💡 What you'll learn: • Why "seeing is still believing" — and where AI falls short in design • How Veoci is replacing a $1,000 UI kit with AI-generated design systems • The Figma + MCP Server + Claude Code workflow replacing traditional handoffs • Why PM, designer, and developer roles are merging into one "product builder" • The real ROI of vibe-coding your design system • How to get faster, unbiased user feedback using AI moderated research ⏱️ Timestamps: 0:00 – Introduction & the "listening gap" in product teams 0:43 – Mike's core design philosophy after 20 years 3:57 – Why design has become the soul of the product 9:23 – The traditional design process: specs → wireframes → handoff 14:08 – How AI is replacing high-fidelity design overnight 18:01 – Claude Code + Figma MCP: generating a full UI kit 20:30 – The ROI of vibe-coding your design system 22:04 – Are PM, designer & dev merging into one role? 27:17 – Usability testing: from protecting engineers to protecting users 29:50 – Why users love constraints (and what software can learn from diners) 31:27 – Vibe Design System + AI moderated feedback = faster iteration 35:12 – How to ask unbiased research questions with AI 37:39 – Mike's #1 indispensable tool right now (hint: it's not Figma) 24:29 – The most fulfilling part of leading a design team 📺 Subscribe for weekly UX Stories episodes UXDesign #ProductDesign #AIDesign #VibeDesign #ClaudeCode #FigmaMCP #DesignSystems #UXResearch #ProductManagement #AI

    The End of High-Fidelity Design? How AI Is Merging Designer, PM & Dev Into One Role

  4. May 27

    From Engineer to Storyteller: Building Trust in Cybersecurity Products

    🔐 What does it take to build trust in a product users hope they never have to use? In this episode of They Said, host Lihong Hicken sits down with Ashish Malpani — Head of Product & Alliance Marketing at Corelight — a rare blend of cryptography patent holder, published novelist, and cybersecurity PMM. Ashish shares how he went from applications engineer → product management → product marketing, and why big-picture storytelling is the secret weapon in enterprise tech. They dive deep into the future of AI-powered user feedback, the challenge of building B2B products users actually trust, and why getting candid customer truth is harder than it looks. 💡 What you'll learn: Why cybersecurity marketing has been destroying customer trust for years How to collect meaningful B2B product feedback at AI speed The difference between knowing what users do vs. why they do it When AI interviewers are better than humans (the data will surprise you) Why agentic systems aren't about saving money — they're about spending time on what matters ⏱️ Timestamps: 00:00 – Welcome & Ashish's background: engineer, novelist, cybersecurity PMM 01:49 – Why cybersecurity vendors have eroded user trust 03:11 – The 300-million record breach at Progress (MOVEit) 06:15 – How to build feedback into your product, not bolt it on 11:15 – The skill gap, AI mandate & focusing on high-risk threats 14:23 – Corelight's UX challenge: too much data, too complex 19:26 – Designing for both power users and novices 20:53 – AI's role in gathering & analyzing qualitative feedback 25:18 – Why B2B usability testing is a black box 28:00 – Should AI interview your customers? (Honest take) 33:13 – 75% of people prefer AI interviews — here's why 38:27 – Rapid fire: most honest feedback channels right now 42:53 – The magical wand: frictionless, automated customer truth 46:53 – AI agents: it's not about saving money 48:21 – The most fulfilling part of the job: big-picture storytelling 🌐 Visit They Said: https://theysaid.io If you found value in this episode, *like, subscribe, and leave a comment below — we'd love to hear how your team collects user truth!* 👇

    From Engineer to Storyteller: Building Trust in Cybersecurity Products

  5. May 21

    A/B Testing Secrets from LaunchDarkly | Why Data Can't Replace Human Curiosity

    What if your dashboard is lying to you? 📊❌ In this episode of UX Stories, host Lihong Hicken sits down with Aaron Montana, Head of Experimentation & Product Analytics at LaunchDarkly, to explore the real intersection of engineering, A/B testing, and user research — and why the future of testing might include machines testing for machines. 🤖 Whether you're a product manager, engineer, or UX researcher, this conversation will challenge the way you think about features, data, and what it really means to understand your users. 🕐 TIMESTAMPS 00:00 – Welcome & Introduction 01:20 – What a dashboard can never fully explain 💡 02:05 – The role of human curiosity in experimentation 03:05 – What is LaunchDarkly and who uses it? 03:27 – Why feature flags are the best foundation for A/B testing 05:45 – Bridging the gap between engineers and marketers 08:25 – Quantitative vs. qualitative: what's the right sequence? 09:25 – How to design a research study from scratch 11:15 – Qualitative finds problems; quantitative solves them 15:48 – The psychological challenge of killing your own feature 😬 18:45 – Why high-velocity teams are already running experiments — just badly 22:14 – Vibe coding vs. vibe testing: the speed gap 🚀 24:50 – Is qualitative research becoming too expensive? 26:20 – Synthetic data and AI panels — promise vs. reality 🤔 28:08 – Early-stage vs. late-stage testing: when to use AI 30:00 – Are we about to test for machines, not humans? 🤯 32:31 – The future: machines running experiments for machines 💬 If technology is the rain and our ecosystem is a garden — more jobs, more testers, more ecosystems to validate. 🌱 Like, Subscribe & hit the 🔔 if you're building products and want to ship with confidence — not just speed. UXResearch #ABTesting #LaunchDarkly #ProductManagement #UserTesting #VibeCoding #FeatureFlags #Experimentation #StartupGrowth #UXStories

    A/B Testing Secrets from LaunchDarkly | Why Data Can't Replace Human Curiosity

  6. May 12

    She Built an AI That Predicts What You Need BEFORE You Ask

    What if your phone knew what you needed before you did? 🤯 In this episode of UX Stories, host Lihong Hicken sits down with Alina Hernandez Porrello, Director of UX Engineering at AgileEngine — the mind behind the groundbreaking Contextual Eruptive Forecasting Model (CIFM), built on Robert Rosen's anticipatory systems theory. Alina's framework doesn't just react to users — it anticipates them. No stereotypes, no generalizations. Just AI that adapts to you, uniquely. 🔥 What you'll learn: What the CIFM model is and how it predicts user behavior Why standard UX personas are broken — and what comes next How adaptive interfaces could replace traditional usability testing The future of accessibility, elderly UX, and personalized AI Could you lease your AI persona and get paid for user testing? 🤑 Why AI won't kill UX jobs — it'll multiply them ⏱️ Timestamps: 0:00 – Introduction & Who is Alina? 2:45 – The problem with user personas & AI generalization 6:30 – Robert Rosen's anticipatory systems theory 10:15 – How the CIFM model actually works (doctor example) 16:00 – Personalized AI vs. generalized AI 20:30 – Could you lease your AI persona for usability testing? 24:00 – Will AI kill UX jobs? The garden analogy 26:30 – Rapid fire: favorite tools, feedback challenges 27:45 – What's most fulfilling about Alina's work 📣 If you're a UX designer, product manager, or AI enthusiast — this one is a must-watch. 👍 Like, subscribe, and hit the bell so you don't miss the next episode of UX Stories. ⚠️ Note: The CIFM paper is forthcoming — watch for it from Alina, Enrique Soto Astorga (UNAM), and Yuri Sa (AgileEngine). #UX #UserExperience #AIDesign #UXResearch #ProductDesign #AdaptiveUI #ArtificialIntelligence #UXStories #AgileEngine #FutureOfWork

    She Built an AI That Predicts What You Need BEFORE You Ask

  7. May 5

    Why "User-First" Beats "Product-Led" Growth

    What separates great product leaders from the rest? According to Rana Mumtaz — veteran CPO who led product at GoDaddy and Spin, and now advises next-gen AI startups — it all comes down to one word: users. Not customers. Users. In this episode of UX Stories, host Lihong Hicken sits down with Rana to unpack how a "user-first" mindset drives real growth, why freemium models win, and what most AI-era founders are getting dangerously wrong. 🔔 Subscribe for more conversations with product and growth leaders building the future. ⏱️ Timestamps: 0:00 – Intro: Meet Rana Mumtaz 0:35 – Why Rana calls herself "user-first," not product-led 1:35 – The difference between users vs. customers (especially in B2B) 2:05 – The craft of listening to users is being forgotten 2:47 – GoDaddy's freemium experiment: why 30-day trials failed small businesses 7:13 – How they tested the freemium model (user testing + A/B testing) 8:00 – The right A/B test sample size — and how Bayesian stats changed the game 10:30 – AI usability testing: can you do 100 tests in a day? 11:07 – The importance of real human panels vs. synthetic audiences 11:25 – Lihong's story: using user testing to de-risk a career move 15:55 – Using customer words to build your website copy 17:44 – Why entrepreneurs skip user research and go straight to building 18:45 – The danger of putting 60% of your team on AI features nobody uses 22:10 – The real cost of "feature-first" (aka feature effing 😅) 24:35 – Tools Rana recommends: UserTesting, Gong, Zendesk, Magic Patterns, Figma 25:30 – Zero-to-one advice: talk to your first 1,000 users in person 26:44 – The future of feedback: a copilot that connects all your data channels 28:08 – Closing: growth is about understanding the human on the other side of the screen 🔗 Links & Resources Mentioned: TheySaid.io (AI-powered usability testing): https://theysaid.io #ProductManagement #ProductLedGrowth #UserResearch #StartupGrowth #GoDaddy #AIProduct #UXResearch #UserTesting #ProductStrategy #Freemium

    Why "User-First" Beats "Product-Led" Growth

  8. Apr 28

    The Invisible UX: How Cybersecurity Powers Every Tap, Swipe & Payment

    What happens after you tap your card? Most people never think about it — until it breaks. 💳 In this episode of UX Stories, host Lihong Hicken sits down with Manish Upasani, Head of Product Management & Strategy at Utimaco, to uncover the hidden world of cryptography, hardware security modules, and the invisible trust layer powering the global digital economy. From a dramatic Black Friday payment meltdown to why "enough testing" doesn't exist in cybersecurity — this conversation is a fascinating look at how the most critical UX is the one you never see. 🛡️ 🔑 Key Topics: Why trust is the ultimate user experience How HSMs (Hardware Security Modules) protect every payment Why key management matters more than encryption itself Navigating regulatory compliance as a product manager The tension between speed of building and speed of validation Using AI in air-gapped, high-security environments Why backward compatibility is the #1 priority in security products ⏱️ Timestamps: 0:00 — Intro: The invisible UX problem 0:16 — Vibe coding vs. vibe user testing: the speed gap 1:55 — What it feels like when payments just work 4:16 — What is Utimaco's real product? 5:00 — Hardware Security Modules explained simply 5:58 — Why key management is more important than encryption 9:43 — Backward compatibility: the non-negotiable rule 10:44 — 🚨 Black Friday horror story: when payments go down 12:43 — 3 hours of payment downtime & the human error behind it 17:12 — Regulatory approval: you can't ship without it 19:19 — Quantum computers: the next frontier for security 22:08 — AI in security: air-gapped and on-premises only 29:08 — "Do it once, do it right, forget it forever" #CyberSecurity #ProductManagement #UXDesign #Payments #HardwareSecurity #TrustUX #UXStories #Fintech #Cryptography #AIinSecurity

    The Invisible UX: How Cybersecurity Powers Every Tap, Swipe & Payment
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About

If you want to understand your customers more deeply and unlock growth that doesn't rely on guesswork, this series is for you. Founders, operators, and product leaders tune in to learn how real conversations shape better products, better decisions, and better outcomes. In each episode of UX Stories Podcast, you'll explore how fast-growing teams uncover meaningful insights using smarter feedback loops and authentic user conversations. Inspired by the approach behind TheySaid, this show digs into why traditional surveys fall short and how modern teams gather richer, more actionable signals that drive real business impact.

Information

  • Creator
    Lihong Hicken
  • Years Active
    2026
  • Episodes
    30
  • Rating
    Clean
  • Copyright
    © 2026 Lihong Hicken
  • Show Website
    UX Stories Podcast