Season 1 - #12 Anja Jamrozik Otto PhD in cognitive science

In today’s episode, we welcome Anya Yama Razzak Otto, a cognitive psychologist who specializes in researching how people interact with their environments—both digital and physical. Anya, with her extensive background in cognitive science and neuroscience, shares her insights on designing experiences that resonate deeply with users.

What We Cover:

• Empathy in Research: Anya explains why asking customers directly what they want might not always yield useful answers. Instead, it’s about observing and understanding unspoken pain points.
• Effective Survey Design: Anya dives into how to create surveys that are intuitive for users, considering the natural ways people interpret space and information.
• Visual Communication: We discuss how visuals and video content can strengthen customer connections and improve brand recall.
• Consumer Behavior During Crisis: Anya provides fascinating insights into how people’s habits guide their choices in uncertain times, emphasizing the importance of familiarity and simplicity.

Episode Highlights:

• 5:20: "People don’t always know what they need. It’s our job to understand how their lives could be improved and design for that."
• 7:45: The secret to designing effective surveys lies in cognitive science—aligning visual elements with how people intuitively think.
• 16:15: The impact of physical environments on well-being and how it’s becoming a critical area for consumer experience.

Chapters:

• 0:00 - Introduction
• 1:45 - Anya’s background in cognitive psychology
• 5:00 - Empathy as a tool for understanding customers
• 7:30 - Survey design principles
• 10:00 - Video and visuals in enhancing connection
• 13:00 - Research methods for businesses
• 17:00 - Consumer habits during crises
• 22:00 - The future of customer experience and the role of physical environments

Takeaway: The key to great customer experience lies in combining empathy with research-driven insights. Whether it’s through well-designed surveys or understanding the emotional impact of physical spaces, companies must continuously adapt to meet the evolving needs of their customers.