Awkward Silences

In this discussion, Andrew Hogan, Head of Insights at Figma, dives into the evolving landscape of design collaboration. He shares research on how collaboration styles affect UX change and productivity, emphasizing the transformative role of AI in this space. Andrew reflects on his parental leave learnings related to screen use and workplace dynamics. He also tackles the challenge of content saturation and the quest for distinctive communication in the design field.

Change is an important and inevitable part of developing as a user experience professional. But what does change look like when it happens at the organizational level? That is the focus of this episode, featuring Graham Gardner, VP of UX Design Research Operations at U.S. Bank. He joins Erin and Carol to talk about change management, which is the practice and process of evolving and adapting a company's approach to something.Graham takes us inside his strategy for this, including how team structures can affect change (and their impact on research tooling). He also unpacks just how important Research Operations (ReOps) is to planning, executing, and managing change at an organizational level. Finally, Graham looks ahead to the impacts of AI and how he believes it might help teams like CX, analytics, and marketing work together better.If you've ever wondered about how companies grow and develop, and how these developments can impact user insights, check it out. Highlights08:16 Enhancing Collaboration through Transparent Tool Mapping14:37 Harmonizing AI and Human Roles for Success20:44 From Projects to Service Design: A Strategic Shift23:46 Research Insights: Steering Through Complexity for Success28:40 Integrating Research into Client Relationship Strategies31:37 Insights from Backgrounds: Decoding Environmental CuesAbout GrahamGraham Gardner, VP of UX Design Research Operations at U.S. Bank, is a researcher, designer, strategist, and maker. He brings a human-centered design lens to research ops (thanks to a long stint at IDEO and a background in inclusive education research). He works to collaboratively and iteratively understand and design research and design ecosystems that grow and evolve with the changing contexts of our beautifully messy world and the people that live in it. Conversations with Graham usually involve dad jokes, dog cameos, and snack breaks.More ResourcesGuide to UX Research StrategyAI in UX Research ReportThe Importance of Research Operations

Will Notini, Senior Design Research Lead at IDEO, shares insights from his extensive experience managing multidisciplinary teams and driving design innovation. He emphasizes the importance of exploratory design research in uncovering unbiased insights and the need for ethical considerations in complex challenges. Will discusses the significance of participant recruitment, building trust for effective collaboration, and the interplay between fast and slow research methods. He advocates for interdisciplinary cooperation to create impactful design solutions and shares valuable resources for aspiring researchers.

The craft of UX research is at an all-time high. How research leaders structure, staff, and scale their teams is more important than ever. Erin and Carol are joined by Brad Orego, Head of Research at Webflow, to talk all about the ways we can build better research teams.Brad shares their three-step process for creating a research practice that's ready to deliver for the business, including the questions you must ask stakeholders. Using examples from Webflow, Brad also talks about tactical considerations such as managing cross-team research requests, the importance of Operations, and how they think AI will help with democratization.This is must-listen for anyone building a research team, looking for ways to expand their influence or impact, and even early career folks who want a look inside an innovate team. Highlights03:14 Building Relationships and Networks for Long-Term Success16:18 Monitoring Customer Trends for Strategic Insights22:26 Optimizing Best Practices and Research Insights Activation29:37 Enhancing Efficiency and Reducing Risk Through Automation36:22 Four Key Questions to Guide Your Research40:41 Strategic Evolution and Research Maturity at WebflowAbout BradBrad (they/them) is a UX Leader, User Researcher, Coach, and Dancer who's been helping companies from early-stage startup to Fortune 500 develop engaging, fulfilling experiences and build top-tier Research & Design practices since 2009. They have helped launch dozens of products, touched hundreds of millions of users, managed budgets ranging from $0 to $10M+, and coached hundreds of Researchers.ResourcesBuilding a UX Research Team From ScratchCreate Lasting UX Impact With StakeholdersThe Three Facets of High-Impact Research

In our Season 3 finale, Erin and Carol are joined by Caroline Morchio, Head of UX at Dashlane, a credential management platform. Their conversation explores UX research best practices at a security-minded organization like Dashlane, highlighting other what teams can bring to their own work. Caroline shares the ways she structures the UX team to support the product landscape at Dashlane, their processes for empowering colleagues to contribute to research, and why she prefers a "decentralized" model. The conversation also unpacks the core skills that Caroline emphasizes no matter the company: storytelling, actionable insights, and templates. Together, these help her team maintain rigor while scaling to meet new user experiences opportunities.Finally, Caroline discusses how to balance the security and usability when conducting UX research, and forecasts what the future of data privacy and security might have in store, like passwordless authentication. Episode Highlights04:27 Implementing research in stages07:22 The strategic impact of UX on a business11:23 Focusing on ICP segmentation and user sophistication18:06 The importance of privacy and data security23:01 Decentralizing research processes30:17 The importance of research in complex technologyAbout Our GuestCaroline is a Design leader with experience in innovative companies transforming their industries. She has led design teams through all phases of product development and fostered a culture of open collaboration and feedback. Caroline was previously VP of Design at Handshake, Neuralink, and is now an AWS Design ambassador and Head of UX at Dashlane.More Resources on Security in UXRA Researcher's Guide to Data Privacy RegulationsNDAs and Consent Forms for UX ResearchExamining Ethical Design and Respectful UX

Jo Widawski, founder of Maze, discusses the future of research with three key trends: growing demand, democratization empowering decision-making, and new technology like AI scaling research. The conversation explores the rise of research generalists, stakeholder influence, and necessary skills for future researchers, offering a roadmap for growth from tactical to strategic partnerships.

Erin talks with Auzita Irani from AirBnB about optimizing UX research efficiency. They cover strategies for doing more with less, balancing tactical and strategic work, avoiding burnout, and leveraging tools like AI. They also discuss the impact of research, adapting to blurred work boundaries, and predictions for the future of UX.

Three UX research experts, Judd Antin, Dave Hora, and Christiana Lackner, discuss the industry's evolution, adapting methods for team dynamics, balancing business and user focus, fostering shared understanding, planning strategically, and the promise of AI. They share insights on future-proofing research practice, creating business value, and building cross-functional partnerships.

Tyler Wanlass, lead product designer at CommandBar, shares practical strategies for user research for designers and PMs. He discusses scrappy approaches, creative participant recruitment, and mixed-methods continuous discovery. Tools like session recordings and account impersonation offer deeper insights. Proactive research, social listening, and competitive analysis are key. Helpful for those without a dedicated research team looking to build thoughtful products efficiently.

Claudia Natasia, CEO of Riley AI, discusses linking research to revenue, strategic frameworks for growth, leveraging competitive analysis, creating meaningful insights, tracking research impact, and elevating projects. She emphasizes triangulating data types, balancing primary research with existing information, and making impact with decision makers and executives.