50 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.

    #49 - The Magic of Diary Studies with Tony Turner of Progressive

    #49 - The Magic of Diary Studies with Tony Turner of Progressive

    Looking to add a new research method to your stack? Diary studies are a great way to get to know what your users are thinking in context, plus they can be run remotely! We chatted with Tony Turner, Lead UX Researcher at Progressive Insurance, about how his team uses diary studies to build out better customer experiences. 



    He offered some tips on scaling up diary studies, which tools he uses to get the job done, and how he uses the data he gathers from diary studies to build out customer journey maps. 



    Highlights

    [4:03] Diary studies are all about context.

    [9:08] Tony talks about how he combines self reported data from diary studies with in-app analytics.

    [10:27] Using a mixture of open ended questions and closed ones is incredibly important to getting the most useful feedback.

    [12:32] Recruiting early is key in a dairy study because it gives you time to find the best participants for your work.

    [14:54] It's ok if every participant doesn't answer every prompt, as long as you're getting the moments that matter.

    [19:37] If diary studies seem intimidating, start small with just a few participants. You can hone your skills and get lots of great insights.

    [21:44] After each diary study, Tony and his team make individual journey maps for each participant that help them understand how different people experience the process.

    [28:05] User research is all about helping people share their stories and experiences. 


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    • 28 min
    #48 - Rising to the Moment: UXR, Diversity, & Inclusion with Randy Duke of Cantina

    #48 - Rising to the Moment: UXR, Diversity, & Inclusion with Randy Duke of Cantina

    This week on the podcast, Erin and JH chatted with Randy Duke, Senior Research & Design Strategist at Cantina. They covered a topic that's on many people's minds right now, systemic racism and inequality, and how UX research can have a positive (or negative) impact on these systems. Randy talked with us about UXR's role in all this, how we can work to change the systems we work in, and how we can create more inclusive research.

    Highlights

    [4:58] A good place to start thinking about how to address inequality is to reflect on the system we work in.

    [6:03] People in UXR help to bring truth to the organization through research, which puts them in a good position to do it in a greater context.

    [8:46] Now is the time to really dig into the messiness that comes with the details of user research.

    [10:22] You need to be actively seeking out feedback and information from all of your users and thinking about their unique situations. If you don't, you're opening yourself up for failure.

    [12:49] We spend a lot of time asking if we can build something, rather than should we built it.

    [14:57] Don't look at where you can go wrong when solving a new problem, look at what you can do to get it right. That means including people of diverse backgrounds from the start.

    [18:25] To make more inclusive panels when you recruit, think about the demographics that are actually important to your study. If you're recruiting for a test of a new keyboard on a mobile phone, does the person's income or location really matter?

    [26:35] Inclusivity is not only the right thing to do morally, it's also the law.

    [28:25] Randy talks about the difference between how think something will be used vs. how it is actually used and the importance of checking in.

    [31:35] It's also important to think about how features and products could be abused.

    [35:08] At the end of the day, systems work because we allow them to work. Taking the time to stand up and say things should be different is the only way to create change.


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    • 41 min
    #47 - Up and to the Right: How User Research Improves Conversion Rates with Jon MacDonald, Founder of The Good 📈

    #47 - Up and to the Right: How User Research Improves 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. 






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

    #46 - Help! 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.


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

    #45 - Get Aligned: 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. 


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

    #44 - Researcher, Take the Wheel: 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.)


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    • 31 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!

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