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Awkward Silences

Autor: User Interviews

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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.
46 Episodes
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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
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
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
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
We’ve heard from a lot of designers and user researchers on the show, but we’re always looking for fresh perspectives on how research can help your business. So this week, Erin and JH chatted with Aazar Shad, Head of Growth at Userpilot, about how research methods are essential to his growth strategy. Aazar started using research methods to find our who his users were but continued using them to grow Userpilot’s business. He talked about how secondary research helped him find the best ways to connect with his target audience, continuous interviews help him identify where to go next, and how he honed his research skills over time.  --- Send in a voice message: https://anchor.fm/awkwardsilences/message
With so many research tools on the market, it can be hard to nail down exactly which ones are right for your team. This week on the pod, Erin and JH chatted with Daniel Loewus-Deitch and Leo Smith, who are the Directors of User Experience and Research, respectively, at a large insurance company. They wanted to learn more about how Daniel and Leo choose the tools with the best ROI for their team. Daniel and Leo have spent a lot of time building out their tool stack. Since they have a lot of experience working for large organizations with many people conducting research and even more consuming it, it was important to them to get it right. In this episode, they talked about how they evaluate the ROI of tools, the summit they assembled to identify the tools their team could and would use, and how important it is to leave your assumptions at the door when tool-hunting. --- Send in a voice message: https://anchor.fm/awkwardsilences/message
After three failed MVPs, Jonathan Anderson and the team at Candu realized they needed a better strategy for understanding how users interact with their product. So they started doing some user interviews. And they kept doing them. Every day for a year before launching their product. Jonathan chatted with Erin and JH about what he learned from those interviews, how it changed the direction of his company, and how he went from a total newbie to a research pro.  --- Send in a voice message: https://anchor.fm/awkwardsilences/message
This week on the pod, Erin and JH talk to Cat Noone, CEO of Stark, a suite of tools designed to help teams ship accessible work. They chatted about how accessibility is constantly evolving, what teams can do to get started, and inclusive design.  --- Send in a voice message: https://anchor.fm/awkwardsilences/message
This week on Awkward Silences, Erin and JH chatted with Joel Klettke, who has 6+ years of experience writing killer conversion copy for clients like Hubspot, Scott's Cheap Flights, and WP Engine. His first piece of advice? "All the best copy [is] words you've stolen from the customers themselves." He also stressed the importance of meeting your customers where they are, involving copy from the start of any new project, and structuring your user research so it's easy to pull out the best insights. He walked us through how he used research to make changes at Hubspot that resulted in a 35% increase in demo requests and a 27% increase in inbound call volume. He also outlined how he used chatbot data to help an online divorce startup net an extra 165k in revenue by answering questions their users needed answers to. --- Send in a voice message: https://anchor.fm/awkwardsilences/message
This week on Awkward Silences, Erin and JH chatted with Loic Alix-Brown, CEO of Flick. They talked about how he built his MVP, how his research strategy has changed as his business has grown, how he used research to find the right pricing structure for his customers, and how he's maintained a regular research cadence amidst the chaos of launching a startup.  Read the transcript + highlights here: https://bit.ly/2WpDtBs --- Send in a voice message: https://anchor.fm/awkwardsilences/message
This week on the pod, Erin and JH chatted with Luke Fraser, Founder & Managing Director of Paper Ventures. They work with insurance innovation and product development teams to get products to market faster. Before starting Paper Ventures, Luke worked at IDEO's Design Lab and Liberty Mutual Insurance as a Product Manager. All in all, he's spent a lot of time working with teams at large enterprise companies, with lots of red tape around user research. He chatted with Erin and JH about how he democratizes research in risk adverse environments, works with legal teams instead of against them, and even how he got teammates from legal to start attending daily standups.  --- Send in a voice message: https://anchor.fm/awkwardsilences/message
Vivianne Castillo’s career has always been human-centered. She started off as a counselor, helping people navigate through complex issues, but eventually found her way to UX research, helping companies better understand their users.  Though she loves user research, she’s found it frustrating that it doesn’t adopt the same standards of care for its practitioners that counseling and other human service work does. Since researchers deal with the messy task of human emotion, all those sessions can take a toll on them. Things like compassion fatigue and vicarious trauma occur often, but without a name for what they’re feeling or the tools to do something about it, researchers are left feeling burned out and unsuccessful. Erin and JH chatted with Vivianne about how researchers can take better care of themselves and how they can empower their teams support each other psychologically.  📚 Read the full blog post and transcript here --- Send in a voice message: https://anchor.fm/awkwardsilences/message
This week on the pod, we chatted with Elyse Bogacz, who has worked on product on Drift, Runkeeper, and now NDVR. She walked us through how she uses session replay tools like FullStory to supercharge her user research. She talked about how she shares replays with developers and stakeholders, how she deals with privacy issues, and how other teams can use session replay tools to add to their user research programs.  --- Send in a voice message: https://anchor.fm/awkwardsilences/message
Erin and JH chat with Michele Ronsen, founder of Ronsen Consulting and professor at UC Berkeley and General Assembly. Michele talks to a lot of different people about user research, and she's found there are some situations where user research is (😱) not the best move forward. In fact, there are 7. Michele walked us through each one, and what teams should do instead.   --- Send in a voice message: https://anchor.fm/awkwardsilences/message
If you’ve ever presented research to a crowd of glazed over eyes, or sent around a detailed report only to hear back crickets, this episode is for you. After reading Caitria O’Neill’s article UX Research is Boring and No One Reads It, we knew we had to chat with her. Caitria has made sure research is heard, absorbed, and utilized in companies like Airbnb and Facebook before moving on to her current role as a Senior UX Researcher at Google. She shared tips on how to make research reports fun, storing insights so they’re used more often, and how she makes the whole process easier for herself and her team. --- Send in a voice message: https://anchor.fm/awkwardsilences/message
There are many ways to become a UX Researcher. To learn more about the winding career paths many researchers take, Erin and JH talked to Jud Vaughan, Khalida Allen, and Christianne Elliott, who are all UX Researchers at Mailchimp. Though they all hold the same job at the same company, they took very different paths to get there. Jud started at a Support Technician at Mailchimp and worked his way over to the Research department. Khalida wanted to go into medicine and studied Psychology in college. Then she got into the startup scene and began doing freelance design and research and eventually found herself at Mailchimp. Christianne also studied Psychology and wanted to go into medicine, but fell in love with academic research and moved into that after school. She wanted a new challenge and found her way to UX Research at Mailchimp.  --- Send in a voice message: https://anchor.fm/awkwardsilences/message
Researching with your own users means you have to make some special considerations. When was the last time they used your product? Where are they in the funnel? When was the last time they participated in a research session with you? We chatted with Chad Aldous, Head of Design and Co-founder of Abodo, an apartment listing company, about how he and his team handle research with their own users. He chatted with Erin and JH about doing continuous and one-off research projects, how he chooses the right users to talk to, and how he creates great research invites that get results.  --- Send in a voice message: https://anchor.fm/awkwardsilences/message
This is the third episode in our three part series on cross-cultural research. In this episode, Erin and JH chat with Chui Chui Tan, author of  International User Research and Founder of Beyō Global. Chui Chui walked us through her "three tiers of culturalization", which can help international and cross-cultural researchers focus in on what they need to be researching. She also talked about how to prioritize different elements of your research based on the culture you're researching, the product you're working on, and how those two things interact with each other.  --- Send in a voice message: https://anchor.fm/awkwardsilences/message
This is the second episode in our three part series on cross-cultural research. In this episode, Erin and JH chat with Leia Atkinson, Senior Market Researcher at Shopify. Leia chatted with Erin and JH about how her degree in Anthropology helps her learn more about international audiences through research. She shared her technique for recruiting participants through "snowballing", how she deals with culture shock, and how she maximizes her learning each time she takes a research trip abroad.   --- Send in a voice message: https://anchor.fm/awkwardsilences/message
This is the first episode in our three part series on cross-cultural research. In this episode, Erin and JH chat with Elsa Ho, a Senior UX Researcher at Uber who works on airports and events. Elsa is no stranger to international and cross-cultural research though, she's spent most of her career helping companies and teams learn about international audiences. She walked through some of the meaningful cultural differences she's encountered over the years, how she works with translators to ensure she's getting the full message, and how she makes the most of each trip.  --- Send in a voice message: https://anchor.fm/awkwardsilences/message
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