Hear from top experts in the fields of conversion optimization, UX research, design, product, and more.
Retail trends that will outlast the pandemic
The pandemic has changed so much about retail, but some retail trends will outlast the pandemic, such as providing a personalized experience, says Sean McKee, the former Director of eCommerce and CX at UK footwear retailer, Schuh.
In his Human Insight Podcast interview with Janelle Estes, UserTesting’s Chief Insights Officer, McKee discusses:
His 25-year career at Schuh from storeroom to boardroomThe biggest changes to retail and ecommerce over that timeKeeping a customer focus in a sea of ecommerce data points“What retailers have to think about is the question of experience and what experience looks like because if doing things that were at the experiential end of the spectrum were important before COVID, they're even more important now,” McKee said. “Customers really need to have a compelling reason to visit your store because they've just had an education that tells them they can do other things. So, the experiential stuff is important.”
Creating a framework for customer listening
Dan Storms, CookUnity’s Chief Product Officer, said adding steps to their sign up process had a positive result on the business.
It was a counterintuitive action from a design perspective. Usually, you want to eliminate steps. But listening to their best, most raving fans, yielded insights that a few added questions initially would result in an even better experience for customers.
And it was great for CookUnity, too. They saw a 50% increase in conversions.
The three-year-old startup is a direct-to-consumer meal delivery platform that allows its customers to choose a range of ready-to-eat meals from celebrity and up-and-coming chefs. It’s based in New York City, recently opened its second community kitchen in Los Angeles, and delivers to twenty-seven states.
In his Human Insight podcast interview with Janelle Estes, UserTesting’s Chief Insights Officer, Storms goes on to discuss:
How they leveraged two bestsellers to create a framework for customer listening that they then applied to their product and market strategyHow to validate customer feedback with surveysInsights on planning the NY Product Conference
Speaking the language of execs: it's not about CX
Are you speaking the language of your executives?
If you’ve been sending them a doc to explain your latest great idea, you’re not.
Because they speak in the language of spreadsheets.
In Episode 12 of the Human Insight #podcast, @Tamara Adlin discusses the importance of understanding your audience, especially when your audience are your executives. In this episode, you'll learn:
Her seminal book, The Essential Persona Lifecycle: Your Guide to Building and Using PersonasHer magic trick to achieving executive alignmentStartups and the Catch 22 of the MVP
How video evokes empathy: insights from a former design lead at Hulu
When John S. Couch started at Hulu as Vice President of UX and Design in January 2016, one of the first things he wanted to do was produce a vision video.
Design is a lot like the parable of the elephant and the blind men, said Couch, author of The Art of Creative Rebellion. In the story, the blind men have never come across an elephant before so each man feels and describes only one part of the elephant, like its trunk or tail—unable to describe the elephant in its entirety
“They're all correct, but they're looking at it only through one slice,” Couch said. “And what I wanted to do was make a short film, which described the end result. What the whole elephant looked like.”
“And there was an immediate mental shift,” Couch said. “From ‘We're not really sure’ to ‘Oh, that's the elephant.’”
In Episode 11 of the Human Insight Podcast, Couch goes on to talk about his career path (such as exaggerating his skill sets to land a job at Wired to the evolution of his role now as a Mr. Wolf—consulting companies on their UX and design problems).
Accelerating edtech: A conversation about supporting learners in a remote world
Edtech is booming. In this episode of the Human Insight podcast, we interview Raina Mehta who is vice president and head of product and UX at Kaplan. In her interview with Janelle Estes, UserTesting’s Chief Insights Officer, Raina shares how Kaplan is accelerating edtech and the challenges they–and all edtech–have to address to engage with today’s online learners.
Season Two coming soon
In this season of the Human Insight podcast, Andy MacMillan and Janelle Estes will be talking with some incredible experts and thought leaders who believe in, value, and invest in human insight to get a holistic understanding of their customers.
That includes Raina Mehta, head of Product and UX at Kaplan; John Couch, author of The Art of Creative Rebellion, and Dan Storms, Chief Product Officer at CookUnity, and many others.
On the show, we’ll shed light on trends; explore how we can learn and get better, and elevate the work of leaders and experts pushing the boundaries of our industry.
The Human Insight podcast is an original series from UserTesting. Follow us wherever you get your podcast. Talk with you soon.
Love the focus on human empathy
This is a great podcast for marketers, designers, and any profesional looking for tips on getting feedback on your work.
An engaging podcast!
I really appreciate the insights I get each week from this podcast!