Awkward Silences

YouX 2023 is a wrap! No big deal, just us and 3500 other UX-obsessed friends. The half-day virtual event featured breakout sessions and presentations conducted by some of the brightest minds in UX, who covered a number of topics from personal wellness and professional growth to work-life balance and community.  We’d like to thank everyone who attended the event, especially our guest speakers, panelists, and moderators. It was a truly extraordinary YouXperience for everyone. Head over to our blog to get a full recap of the 2023 YouX conference and videos of the sessions—we clipped all the awkward silences parts out, so you don’t have to. You can also download a recording of the entire event at the YouX event page.In this episode, we discuss:Interviewing with confidenceMentorships and coachingWellness and UXYour unique UX career pathDealing with imposter syndromeHighlights:  [00:02:59] Interviewing with Confidence (Danny Essner) – Awkward silence is your friend and dealing with self-doubt[00:07:38] Will You Be My Mentor? (Paul Derby) – Navigating the mentor-mentee relationship[00:12:36] Reframing the Imposter Syndrome (Panel) – You are not a computer! The panel address imposter syndrome and getting to the root of the problem[00:18:06] Wellness and UX: Going Beyond the User Experience (Dr. Christelle Ngnoumen) – Dealing with stress through mindfulness. The power of language on your perspective[00:24:32] Research for All: Building Healthy Teams Through Democratization (Kate Kalcevich) – for all, How can we democratize research? Democratizing generative and evaluative researchSources mentioned in the episode:userinterviews.com/awkwardYouX 2023 Recap: Learnings, Session Recordings, and Additional ResourcesYouX 2023 - The Event for You, ResearchersAbout our guests  Danny Essner is VP of Marketing at Chameleon, a SaaS platform that allows startups to create personalized and engaging experiences for their users. Paul Derby is a SR. Manager of UX Research at ServiceNow. Paul is also the founder of Paul Derby Coaching, LLC, where he provides 1:1 coaching to UX researchers who want to establish their personal style of leadership. Devin Harold is Director of UX Research at Capital One, where he leads a team focused on design and research for Capital One's Financial Services in New York. Erika Spear has ten years of experience in qualitative and mixed-method research design and execution. She is currently a Research Manager at AnswerLab. Varun M is a Senior UX Researcher at SeatGeek and the Co-Founder of Apple & Banana. Tiffany Eaton is a talented and creative self-employed graphic designer with expertise in logos, cover art, graphic design, children's illustration, and children's book illustration.Nikki Anderson-Stanier is Founder & Managing Director of User Research Academy, a company that offers coaching, mentoring, and remote courses on UX Research. Fredrick Royster is an accomplished educator and UX/Web/Graphic Designer with over twenty years of experience in web design and front-end development.Dr. Christelle Ngnoumen is Principal User Experience Designer at Headspace Health, where she leads internal and external research programs dedicated to the design of Headspace's evidence-based digital interventions.Kate Kalcevich is Head of Accessibility and Innovation at Fable, a platform for people of all abilities, where she works on democratizing design and accessibility. For our guests' full bios, visit https://www.userinterviews.com/blog/best-highlights-from-youx-2023 

Whether you are a team of one or one hundred, cultivating a healthy research culture starts with strong leadership. Strong leadership encourages UXR teams to promote better research practices across teams and manage healthy conflict. But what does a healthy company culture look like IRL? And how do you promote best practices throughout the organization to help scale your research?Mike Oren, Head of Design Research at Klaviyo, has built and scaled several thriving research teams from scratch throughout his career. In this episode, he discusses the power of company culture and shares advice on culture building.In this episode, we discuss:The overall impact of research culture on companies’ bottom-line goalsThe anatomy of a “healthy” company cultureEstablishing cultural norms in your organizationDealing with challenges and avoiding mistakesTips and tricks for nurturing and developing a research-focused company cultureHighlights:[00:01:11] Planting the seeds of research culture[00:03:18] The importance of psychological safety for UXR teams[00:06:04] Maintaining healthy conflict and avoiding cognitive bias[00:12:21] Attributes of a healthy research culture[00:21:45] How research culture fits in with the rest of the organization[00:28:39] Tips on how to build research awareness and educate stakeholdersSources mentioned in the episode:http://userinterviews.com/awkwardhttps://www.linkedin.com/company/klaviyoAbout Our GuestMike Oren, Head of Design Research at Klaviyo, a technology company that provides an automated email marketing and SMS marketing platform. He is also the Founder of Societech, an Adjunct Professor at Illinois Institute of Technology’s Institute of Design, and an independent UX Research Consultant. Mike holds a Ph.D. and a Master’s degree in Human-Computer Interaction and Sociology from Iowa State University, and a Bachelor’s degree in Computer Science and English Writing from DePauw University. 

In this episode of Awkward Silences, Erin May and John-Henry Forster are joined by Holly Hester-Reilly, CEO and Founder of H2R Product Science. They delve into how research can go  wrong, how bad research processes can give research a bad reputation, and how the methodology and timeline of your research can complement each other. Holly also outlines the best way to determine the right research method for your product. Tune in for an engaging conversation on research best practices with industry experts.In this episode, we discuss:How bad research processes can give research a bad reputationTop most common ways that research can go wrongThe relationship between research methodologies and project timelinesFiguring out the right method for your researchHighlights:[00:04:27] Holly’s unique perspective from academic research and into tech[00:07:58] How can research go wrong?[00:10:20] The components of a good research model; what you need to get right[00:14:32] What to do with a research plan once you have it to ensure maximum alignment[00:16:54] How to combat biases in research and questionnaires[00:21:54] The interaction between methodology and the timeline in research[00:24:18] Figuring out the right method for your research[00:31:01] Interacting with stakeholders and organizations for the best research outcomeSources mentioned in the episode:Holly’s LinkedInH2R Product Science WebsiteH2R Product Science LinkedInAbout our guestHolly Hester-Reilly is the Founder and CEO of H2R Product Science, as well as a Product Discovery Coach and Consultant for the company. She also serves as an Adjunct Professor at New York University, a Member of the Board of Advisors at Octane11, and a Product Advisor at Ergatta. Needless to say, Holly is an undisputed expert in her field, and we’re lucky to have her on the show! 

According to Derek Osgood, it takes a "great product and product marketing collaboration" to get people to adopt products. But with such a small window of opportunity and many moving parts, it's easy to get it wrong. So how do massively successful brands execute a winning product launch?Join Erin and JH as they welcome guest Derek Osgood, CEO of Ignition, to examine the key components of a product launch. Derek shares his perspective on branding at scale as he outlines critical aspects to consider before, during, and after launch. He also provides a step-by-step walkthrough of a successful go-to-market strategy, complete with specific marketing tactics for planning, targeting, collaboration, and research.In this episode, we discuss:What makes a successful product launch?The elements of a winning launchBest research practices, tactics, tips, and toolsCommon mistakes and oversightsHighlights:[00:03:37] The ingredients to a successful launch[00:08:34] Walkthrough of a successful launch (plus a laundry list of important questions to consider)[00:12:11] Internal marketing and the importance of communicating across teams[00:17:17] How teams get it wrong, dos and don'ts[00:20:39] A simplistic way to segment your audience[00:26:25] Message testing tips - the how, when, and why[00:32:02] Specific tactics and tools Derek uses to find pricing and understand featuresSources mentioned in the episode:http://userinterviews.com/awkwardIgnition LinkedInAbout Our GuestDerek Osgood is a product marketing specialist, entrepreneur, and Founder & CEO of Ignition, a platform that helps brands streamline go-to-market strategies. He has launched several products that have collectively generated over $1 billion in revenue. Before Ignition, Derek worked as Director of Product Marketing at Rippling, Director of Marketing and Growth at BBVA, and as a Product Manager at Playstation. 

Erin May, John Henry Forster, and Carlos Tellez, Growth Research Manager at Nubank, get to the bottom of growth research. This episode is focused on two of Erin's favorite things – optimization and research. They discuss how research informs growth teams as Carlos describes the moving parts involved in the research process. Listen to hear what Carlos loves the most about his job, the scope of growth research, research design methods, tools, and tactics.In this episode, we discuss:The value and impact of growth researchKey differences between growth research and product researchResearch workflows and the dynamics of working relationshipsResearch methodologies, tactics, and toolkitsHighlights:[00:01:08] What is growth research? What is platform research?[00:06:52] One big difference between growth research and product research[00:12:07] How does growth research "operate within the growth context"?[00:09:39] Support from leadership and the value of research in the context of growth[00:15:18] Carlos shares Nubank's approach to qualitative research[00:18:34] Carlos details his team's creative approach to data collection[00:28:41] Tactics for identifying the impact of research[00:28:41 Triangulation is a requirement of UX research; it's also the trickiest part to get rightSources mentioned in the episode:userinterviews.com/awkwardNubank websiteNubank LinkedInAbout our guestCarlos Tellez is a digital strategist, UX researcher, service designer, and education enthusiast. Currently, he is the UX Research Manager at Nubank. Much of his work is focused on creating effective research teams and advancing the field of UX research. Carlos has a Master's degree in Architecture from Harvard University Graduate School of Design. He also has a Bachelor of Arts in Urban Studies from Vassar College.

UX is exploding! It's tremendously exciting. But much of the technology pushing the state-of-the-art has been around for over a decade. What are the key driving factors behind the rapid rise of new tools like Figma? What does this mean for the future of collaboration? How will this affect research practices?Alfonso de la Nuez, Co-Founder, CVO & BoD Member at UserZoom, and Dana Bishop, VP, Strategic Research Partners at UserZoom, drop by to discuss the evolution of the UX and muse on Adobe's recent acquisition of Figma. They take Erin and JH along for a retrospective look at the past 30 years of UX, dig into industry trends, and explore the nuances of user research.In this episode, we discuss:The reasons behind the rise of UX tools like FigmaThe nature of collaboration in UX design, research, and stakeholdersHow tools affect the way we approach projectsAn evolution of UX design and UX researchHighlights:[00:01:52] Why is Figma the “darling of the design world”?[00:06:37] Prototyping changing for two reasons: time and necessity[00:13:09] Alfonso puts things into historical perspective with an anecdote[00:17:28] Fundamental differences between UX design and UX research[00:24:38] Dana discusses one dramatic industry change[00:30:06] A CX story about an encounter DoorDash[00:36:46] What's the next big thing in UX research?Sources mentioned in the episode:http://userinterviews.com/awkwardhttps://www.figma.comhttps://www.linkedin.com/company/userzoomhttps://www.userzoom.comAbout Our GuestAlfonso de la Nuez is Co-Founder, CVO & BoD Member at UserZoom. He has over seventeen years of experience in various disciplines, including UX, digital marketing, eCommerce, web design, and user-centered design. He is also the author of The Digital Experience Company, co-founder and former CEO of Xperience Consulting, and former co-founder and CEO of Xperience Consulting.Dana Bishop, VP and Strategic Research Partner at UserZoom, has over twenty years of experience in UX research. After spending nine years at Keynote Systems, Dana worked at Key Lime Interactive until she joined UserZoom in 2017. Her work in UX research is primarily focused on competitive research and benchmarking. Currently, she is co-host of UXpeditious, a weekly podcast exploring the world of UX. 

In this episode of Awkward Silences, hosts Erin May and John Henry Forster welcome Ryan Glasgow, CEO of Sprig, to discuss the importance of in-product research. They dive into Sprig’s generative and evaluative research tools, as well as recruiting current customers and reaching out to prospective users for market research. The conversation concludes with a discussion about best practices for in-product research. In this episode, we discuss:What is in-product research? Why is it important?The power of real-time research post-launchStrategies and best practices for conducting in-product surveysShortening the feedback loop with SprigHighlights:[00:01:46] The role of in-product research in the process of product development[00:04:39] How Sprig streamlines gathering feedback for in-product research experiments[00:08:26] Best practices: advice on how to maximize response rate and more[00:14:49] The benefits of hyper-targeted product research[00:17:55] Advanced use cases for Sprig - combining sentiment data with conversion dataSources mentioned in the episode:http://userinterviews.com/awkwardSprigAbout Our GuestRyan Glasgow is the Founder and CEO at Sprig (formerly UserLeap), a research platform that provides advanced usability testing and in-product survey capabilities to companies such as Dropbox, Loom, and Shift. He is the author of The Customer‑Obsessed Product Manager's Playbook and current host of the People Driven Products Podcasts. Ryan has a strong background in product management. Prior to founding Sprig, he was the Group Product Manager at Weebly, Product Manager at Vurb, and Product Designer at Extrabux.

Learn about the evolving role of the UX Research Chief of Staff, the importance of research operations, navigating governance and privacy laws, integrating compliance in UX research operations, and building effective partnerships for successful leadership collaboration.

Thomas Aquinas once said, “Tacos cannot exist without tide pods”. In this bittersweet edition of Tacos and Tidepods—Erin and JH say their goodbyes to Roberta and reflect back at her time at User Interviews. Roberta talks about her decision to pursue a career in coaching and leadership development training at Design Dept. From career challenges and memories to lessons she’s learned, Roberta shares her journey with User Interviews as Erin and JH do their best to make her cry.In this episode, we discuss:Roberta's career pathRoberta's legacy at User InterviewsCareer development (finding your niche)Coaching for design leadersHighlights:[00:02:54] Roberta shares the most important lessons she's learned from working at User Interviews[00:06:11] They discuss Roberta's contributions[00:14:52] How to grow as a leader through self-care and teamwork[00:16:22] Roberta's tacos: what she's looking forward to the most as[00:18:21] Career tips on networking and finding your nicheSources mentioned in the episode:userinterviews.com/awkwardDesign Dept. Leadership CoachingDesigning Your Life by Bill Burnett and Dave EvansAbout our guestRoberta Dombrowski is a Research Partner at Maze (formerly VP of User Research at User Interviews). She is also an ICF certified Coach & Mindfulness Teacher, Level II Reiki Practitioner, and Predictive Index (PI) Certified Talent Optimization Leader. Roberta has been instrumental in creating and shaping cultures of learning at User Interviews, edX, Predictive Index, and Year Up. 

Finding your dream customers can be tricky, and knowing which customers aren’t a good fit is important. That’s where customer profiles come in handy. In this episode of Awkward Silences, Andrew Michael, CEO of Avrio, discusses the importance of ideal customer profiles. Andrew draws upon his experience and shares insights on creating customer profiles, customer research methods, and tips on how to get started.In this episode, we discuss:The role of the ideal customer profile (ICP) in an organizationUsing thermographic and demographic properties to create an ICPCreating personas and segmenting audiencesConducting studies and collecting data about your customersHow teams get ICPs wrongTips and best practices for developing and using ICPsHighlights:[00:06:03] The benefits of ideal customer profiles (ICPs) and who uses them[00:08:15] Andrew discusses the details of how they developed ICPs at Hotjar[00:11:34] Anti-ICP: Ruling out a large portion of your audience[00:24:08] Andrew details how to discover criteria that reveal insight[00:25:40] Tip: Don’t overcomplicate ICP, three or four defining characteristics are enough[00:29:19] Anti-ICP: How to communicate with customers that you don’t want[00:32:16] An effective ICP contributes to retention, alignment, and customer satisfaction[00:35:44] Andrew's final piece of advice: ICPs “needs to be a company-wide initiative”Sources mentioned in the episode:userinterviews.com/awkwardCHURN.FM PodcastAbout our guestAndrew Michael is the CEO at Avrio – a software development research platform – host of Churn.FM, and Founding Member of Startup Cyprus. Andrew is also a teacher and speaker featured at the How to Web Conference 2022 and Advancing Research 2022. Before joining Avrio, Andrew worked at Hotjar, where he held leadership roles in marketing, management, and experience design.