Awkward Silences

In design and UX research, context is king. Your work doesn’t exist in a vacuum; it’s a part of a wider ecosystem of stakeholders, beneficiaries, and more.Sheryl Cababa, Chief Strategy Officer at Substantial, recognized a clear gap in design methods that only addressed the individual user and the immediate product benefits: designing beyond the product with a systems thinking approach. As the author of Closing the Loop: Systems Thinking for Designers, Sheryl says, “My goal is not to suddenly become a systems thinking methodology practitioner and leave my job as a designer behind. I need to figure out a way to integrate [systems thinking] into my practice in a way that is actionable and accessible.”She joins Erin and JH today to discuss how systems thinking can address the complexities and interconnectedness of products and their ecosystems, sharing practical strategies for integrating it into your own design practice. Tune into this episode to learn actionable advice on adopting a systems thinking mindset when designing user experiences 👇Highlights: [00:01:18] The appeal of systems thinking[00:08:45] Ethnography as a bridge between traditional UX methods and systems thinking[00:14:29] Understanding when a problem calls for systems thinking versus when it does not[00:22:37] Avoiding “chaos” when integrating systems thinking[00:28:04] Systems thinking as a mindset rather than a set of tools[00:31:30] Recognizing when methods are producing valuable results[00:36:17] Utilizing systems thinking for speculative design[00:41:34] The importance of multi-disciplinary groups in systems thinkingSources mentioned in the episode:Closing the Loop: Systems Thinking for DesignersWant a copy of Sheryl Cababa's book?Use discount code: [cababa-awkwardsilences] for 15% off your purchase of Closing the Loop: Systems Thinking for Designers at https://rosenfeldmedia.com/books/systems-thinking-for-designers/.About Our GuestSheryl Cababa, Chief Strategy Officer at Substantial and Author of “Closing the Loop - Systems Thinking for Designers,” is a multi-disciplinary director with over two decades of experience in product design and consultancy, mainly focusing  on systems thinking and evidence-based design. Her current role at Substantial, a design and software development consultancy, involves conducting research, developing design strategies, and advocating for human-centric outcomes. In her book, “Closing the Loop - Systems Thinking for Designers,” Sheryl introduces readers to a powerful systems thinking mindset.

There are 6 key qualities for great facilitation:Starting with your core beliefsMaintaining neutralityStanding in the stormHonoring the wisdom of the groupUpholding the agile mindsetHonoring the group’s agendaAccording to Marsha Acker, Founder, and CEO of TeamCatapult, “The job of facilitator is not to become the agile process police that says we have to have a daily standup and every day we have to answer these three questions…Facilitation is all about reading what's happening in a group, [and] tapping into the collective intelligence and wisdom of that group."In this episode, Marsha sits down with Erin and JH to discuss the art and importance of facilitation in group settings, focusing on the 6 key principles of great facilitation she wrote about in her book The Art and Science of Facilitation: How to Lead Effective Collaboration with Agile Teams.Tune in to hear her approach to facilitation, including methods, the preparation process, and how to build your facilitation skills.👇Highlights: [00:01:05] Defining facilitation: the art of leading people through a process towards a goal[00:04:50] Reading the room and speaking the language of others[00:06:08] Maintaining neutrality as a leader[00:14:24]Standing in the storm of conflict and handling differences[00:20:43] Honoring the wisdom of the group[00:23:25] Enhancing agile processes with intentionality[00:28:54] Honoring the group’s agenda [00:33:12] Familiarity versus externality: the pros and cons of different facilitator types[00:35:57] Guidelines for facilitating workshops[00:44:56] The importance of navigating invisible team dynamicsSources mentioned in the episode:userinterviews.com/awkwarduserinterviews.com/awkwardsurveyThe Art and Science of Facilitation: How to Lead Effective Collaboration with Agile Teams Build Your Model for Leading ChangeAbout Our GuestMarsha Acker, CPF, CPCC, PCC, is the author of Build Your Model for Leading Change: A guided workbook to catalyze clarity and confidence in leading yourself and others, available now. She is the founder and CEO of TeamCatapult, a leadership development firm that equips leaders at all levels to facilitate and lead sustainable behavioral change. She is also the author of The Art and Science of Facilitation: How to Lead Effective Collaboration with Agile Teams and the host of the Defining Moments of Leadership podcast. 

How can UX researchers enable other teams to do research? Show, don’t tell.According to Helen Devine, UX Research Manager at The Economist, upskilling product people to do research means letting them observe, sit in, and be present during each stage of a research project—not just being told what to do.Helen went from doing scrappy research with 0 researchers to supporting 50 product people at The Economist to conduct great research with the help of 2 other UX researchers.Tune into this episode to learn how she established UX research as a valued discipline at The Economist, plus how to balance developing research as a craft while supporting non-researchers at the same time. 👇Highlights: [00:04:11] From 0 researchers to 3 UXRs and 50 product people [00:13:30] The art of observation and note-taking during moderated interviews [00:18:59] Generative research? Bring in a pro researcher[00:24:34] Helen’s biggest wins in instructing others on how to do research better[0:31:07] Researchers develop the craft, but they don’t own it. [00:33:54] Actionable tips on setting guardrails for non-researchers’ researchSources mentioned in the episode:userinterviews.com/awkwarduserinterviews.com/awkwardsurveyAbout Our GuestHelen Devine, UX Research Manager at The Economist, is a user-focused research expert with experience in insight, ethnography, design, and user research across commercial, government, and non-profit sectors. Her current role involves telling user stories that uncover opportunities and inspire action across the organization’s portfolio of digital properties. Before joining The Economist, Helen has had an illustrious career involving positions at The Guardian, a housing and homeless charity shelter, Lloyds Banking Group, and Asda. Recently she spoke at the Insight Innovation Exchange 2023.

What does good “scrappy” user research look like?According to Varun Murugesan, Co-founder of Apple and Banana,“You could throw anything at Jason Bourne and he would solve it... Would it be effective? [Yes—and] that's what I think about. I don't need all the fanciest tools or software.”Being good at scrappy user research is like being the Jason Bourne of research: being effective with what you have, even if you’re shot down by a tight research budget or limited in bandwidth.Varun joins Erin and JH to discuss his tips for doing scrappy research, advice for finding and utilizing creative techniques in research, and the potential positive and negative effects of the AI explosion.Highlights: [00:01:38] The value of “scrappy” research in tough economic times[00:05:50] Being “scrappy” is about speed[00:08:51] Innovating with scarce resources during the pandemic[00:17:33] Enhancing creativity through messiness[00:21:40] Sources of inspo for creative research[00:25:07] Re-evaluating your work and success[00:31:03] Research during the AI explosion[000:35:55] 7 years strong doing research, plus new opportunities for the futureSources mentioned in the episode:userinterviews.com/awkwardfruitful.appleandbanana.orgAbout Our GuestVarun Murugesan is the Co-Founder of Apple and Banana, a UXR training and development company helping to build better products through fruitful research. He is also the author of Fruitful, an online UX research library and toolkit of resources for researchers and UX teams aimed at conducting user experience research that drives impact. He is also the Senior UK Researcher of SeatGeek, a mobile ticketing marketplace. Before these positions, Varun worked in UXR roles at Best Buy and Facebook. An entrepreneur, author, and researcher, Varun has spent his career immersed in psychology, technology, and design, and has been featured on a various media platforms sharing fruitful research and his personal UXR career journey.A gift from Apple & Banana and Awkward SilencesInterested in trying Apple & Banana for your next research project? Use our code AWKWARD-FRUITS-35 to save 35% on Fruitful, an advanced UX research repository used by 100s of teams around the world.

“There’s a certain amount of forgetting that we need to do in order to learn something new.”– Kevin Kelly, Founding Editor of Wired magazineWhether you are designing a research project, prototyping a product, or carving out your career path, unlearning plays an important role in learning new things. But how do we embrace them in a practical way that leads to viable success?For Kevin Kelly, Publisher and Founding Editor of Wired, leaning on failure is a crucial aspect of the creative writing process—and the motions of life in general. From giving advice on embracing mistakes to finding true joy and fulfillment, Kevin Kelly shares a raw perspective on applying important life lessons to both work and life.In this episode we discuss:Understanding “known failures” and “unknown failures”Forgetting and unlearning your bias. Prototyping and experimentation in research and in lifeCareer advice, tips, and hacksHighlights:[00:01:51] Navigating failure: tractable vs. intractable failures[00:05:37] Understanding other people's beliefs and questioning our own[00:12:25] The value of prototyping and experimentation in life and your career[00:16:47] Redefining success and exploring unique opportunities[00:22:15] Learning what to ignore and discarding unnecessary information[00:33:44] Kevin's current project on a 100-year desirable future!Sources mentioned in the episode:userinterviews.com/awkwardhttps://kk.org/books/the-inevitableAbout Our GuestKevin Kelly is an accomplished author, speaker, and “evergreen optimist,” known for his work on technology, innovation, and the future. As the founding executive editor of Wired, Kevin has been instrumental in shaping discussions around technology and its implications on society. He has authored several influential books, including "The Inevitable," which delves into the technological forces that will impact our future. Currently, Kevin is working on a project envisioning a desirable 100-year future.

AI has recently become hugely popular with the likes of ChatGPT becoming a staple in day to day life, and it looks like it is here to stay. Could it replace the job of a researcher completely? Mike Adams, CEO and Founder of Grain doesn’t think so. Join the conversation as they discuss the potential perks and limitations of utilizing AI in research and product development, tips for getting started in the world of AI, and an insight into the current shift in the roadmap for research products.In this episode we discuss:[00:02:37] The potential of AI for automating away the monotonous [00:14:23] Utilizing AI: building versus buying[00:18:05] Tips for getting started with AI applications[00:25:55] A shift in the roadmap of potential research products[00:31:43] How utilizing AI could go wrong for researchersSources mentioned in the episode:userinterviews.com/awkwardgrain.comAbout Our GuestMike Adams is the CEO and Co-Founder of Grain, a communication platform for teams that helps capture video snippets with ease. Self-describing as a three-time founder with over ten years of experience building skills for job education software programs, Mike is a pioneer for fully immersive cohort-based education. His current mission with Grain is to help teams to share more understanding with each other and the people they work together to serve, thus creating a more cohesive working environment. Mike has authored several useful articles, including “The Founder’s Guide to Actually Understanding Users”. 

Sylvana Rochet, Founder and Principal Coach at Elan Vital Coaching, visits the show to discuss what UX business coaching entails and how to maximize your professional growth opportunities with business coaching. Sylvana shares her past experiences coaching in the world of UX so you can learn what to expect from business coaching, how coaching works, and what the path of building a coaching career looks like.In this episode, we discuss:What does coaching entail?The individual benefits of coachingFinding the right coachWhen is it a good idea to consult a coach?What qualities do effective coaches have?Advice for aspiring coachesHighlights:[01:48.73] Sylvana defines coaching and shares her career journey[07:05.40] Sylvana explains why most people look for leadership coaches[10:59.60] The difference between mentorship and coaching[19:40.69] When not to call a coach and the duration of a coaching arrangement[21:52.00] Factors to consider when choosing a coach[27:14.36] What you can expect from working with a UX coach[39:51.76] Career tips for aspiring coaches Sources mentioned in the episode:http://userinterviews.com/awkwardhttps://www.linkedin.com/in/sylvanarochetbellerihttps://www.linkedin.com/company/elan-vital-coachingAbout Our GuestSylvana Rochet is the Founder and Principal Coach at Elan Vital, a leadership coaching and personal development company that helps founders and executives tap into their full potential and achieve their goals. Before founding Elan Vital, she worked as a Partner and Executive Coach at Evolution, a leading coaching, consulting, and investment firm that specializes in working with high-growth companies.

A solid UX research strategy serves as the compass that guides research ops and helps ensure repeatable success. But how do you envision, create, and execute a strategy that helps you achieve your goals in the most effective way possible? In this episode of Awkward Silences, Devin Harold, Director of Research at Capital One, unpacks how to craft and refine a winning UXR strategy, including tips to help you make team playbooks, win stakeholder buy-in, and inform your strategy with maturity models.In this episode, we discuss:The significance of a robust UX research strategyThe definition of a good and bad strategy Essential components of an effective research planAligning research with stakeholder needs and expectationsMetrics and KPIs to evaluate progress and successHighlights[00:01:17] Strategy vs delivery, prioritizing projects and allocating resources  [00:10:13] The role of flexibility and adaptability[00:15:38] Gaining stakeholder buy-in and tying research to organizational objectives[00:21:05] Establishing KPIs and metrics to measure progress and success[00:33:46] Periodic reviews and updates to maintain relevance and effectivenessSources mentioned in the episode:userinterviews.com/awkwardGood Strategy/Bad Strategy by Richard RumeltUXR Maturity Models: Move to a more advanced level in your org by Nikki Anderson of DovetailUX Strategy Components by Nielsen Norman GroupThe Organizational Appetite for Research by Behzod SirjaniAbout our guest:Devin Harold is the Director of UX Research at Capital One, where he leads a team dedicated to improving end-to-end experiences and touchpoints for one of the company’s primary business units. With over eleven years of experience in UX design and research, he has a deep understanding of research methodologies, leadership, strategy, frameworks, and interaction design. Devin’s expertise and leadership have been recognized with multiple awards, including the IDEA Award, Verizon Beyond Award, and Verizon Credo Award. 

Maintaining a huge insights repository can be overwhelming. It’s even more difficult to extract the right insights from research findings. Atomic research is an approach developed concurrently by Tomer Sharon and Daniel Pidcock to manage and break down research knowledge to their smallest modular form. This week on Awkward Silences, Daniel Pidcock, the co-creator of atomic UX research and founder of Glean.ly, joins Erin and JH to explain this new approach to research knowledge management. Additionally, Daniel shares success stories of companies that have used Glean.ly to integrate data from disparate sources and glean meaningful insights. In this episode, we discuss:What is atomic UX research?The pillars of atomic researchHow atomic research can improve your research strategyHow does Glean.ly power atomic research?Highlights:[01:38.75] What is atomic research? What is Glean.ly?[08:24.98] Daniel discusses why atomic research works, including how it helps organizations solve crime cases[11:14.58] How Glean.ly enabled Just Eat to grow and expand[14:06.67] One big benefit of atomic research powered by Glean.ly[23:59.45] Applications for atomic research and research strategy tips[38:27.70] The atomic research origin storySources mentioned in the episode:Glean.lyCheat sheetAbout Our GuestDaniel Pidcock is the co-creator of atomic UX research and founder at Glean.ly, a UX research repository platform used by some of the world’s largest brands. He has spoken about atomic research at several events, including the UX Brighton Conference and Atomic UX Research for agencies. Before founding Glean.ly, Daniel worked as a UX consultant at Neighbourly, JUST EAT, and ie Marketing Communications. 

What are the best UX career options? How do you vet a potential employer to ensure it’s the right fit? Should you join a smaller firm that offers plenty of autonomy and flexibility, or does it make more sense to work for a larger company with a ton of resources? Erin, JH, and Marieke McClosky, Director of UX Research at LinkedIn, address these questions, examining UX research as a career and a practice as they discuss Marieke’s journey as a UX researcher. In this episode, we discuss:Navigating a career path in UX researchMaking career moves that align with your goalsHow to start a career in UX researchPros and cons of different working environments Vetting potential employersHighlights[01:27] Marieke’s first job was at Nielsen Norman Group[04:42] The benefits of working at a large organization like LinkedIn[7:12] Getting started with– choosing a direction when you are new to UX research[12:57] How to vetMarieke shares valuable advice on vetting employers[19:37] How does the UX research team come up with research questions?[25:29] TJH summarizes the differences between working at a large company vs. a smaller firm[39:24] The best thing about consulting is “the breadth of who you get to work with, the different industries, different teams”About our guestMarieke McCloskey is the Director of UX Research at LinkedIn. For over a decade, she has worked as a UX researcher and consultant with the world’s most innovative companies, including Nielsen Norman Group and the NFL. She completed her undergraduate degree in Neuroscience at the University College Utrecht and earned a MA in Cognitive Science at John Hopkins University.