Building a customer research panel with BECU

Episode web page: https://bit.ly/3S1wxq4

-----------------------

Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better? 

Send me a voice message via email at podcast@usertesting.com

-----------------------

In this episode of Insights Unlocked, we sit down with Jessica Schultz, senior manager of experience research at BECU, to explore how one of the largest credit unions in the U.S. built a member research panel that delivers powerful insights—quickly and securely.

Jessica shares her unique career journey from front-line teller to UX research leader and walks us through the end-to-end process of launching BECU’s custom member panel. She breaks down the strategic decisions behind the panel’s creation, including navigating legal and security requirements, coordinating with marketing teams, and aligning with product and design stakeholders.

We also dive into:

• The pivotal moment that led Jessica to pursue UX research

• Why BECU chose to create its own panel over traditional recruiting methods

• Lessons learned in onboarding and coaching panel participants

• How the panel supports a culture of member obsession at BECU

• Tips for keeping participants engaged—and studies filled fast

• Key metrics used to evaluate panel success

Jessica also offers advice for other organizations thinking about building their own custom panels, from setting realistic expectations to creating inclusive and positive participant experiences.

Resources & Links:

• Connect with Jessica Schultz on LinkedIn (https://www.linkedin.com/in/jessica-schultz-05187a48/)

• BECU (https://www.becu.org/)

• Connect with Becky Wright on LinkedIn (https://www.linkedin.com/in/becky-w-795b29124/)

• Learn more about Insights Unlocked: https://www.usertesting.com/podcast