Insights Unlocked

Joaquín Márquez Correa is Global Head for UX and Design at Banco Santander, one of the largest banks in Spain. In this episode, Joaquin reminds us how prevalent financial services are in our day-to-day lives and how Santander is betting big on great user experience to better service their customers.

Kausamby Manjita joins the Human Insight podcast this week to discuss her work bringing the complex technologies that Walmart, Alibaba and Amazon use to the rest of the retail world.Kaus is CEO and co-founder of Mason, an all-in-one platform that helps entrepreneurs automate their online stores.Currently, she said, about 98 of every 100 people who land on any online store (that is not big tech) usually drop off before buying anything compared to the 15 of every 100 for a big retailer. She wants to help close that gap for entrepreneurs, especially when the cost of acquiring web traffic to your store is increasing.Additionally, Kaus outlined the specific challenges these owners face, whether that was in sales and promotions, personalization, or data-driven merchandising.She also discussed how she helps these vastly different online businesses connect with their audiences in a way that is authentic.

In this bonus episode celebrating International Podcast Day 2022, 12 past guests on the show share their tips and advice for convincing others to invest in customer feedback.In order of appearance are:  Ep. 48: Wesley Faulkner Ep. 46: Patrick Quattlebaum Ep. 17: Christian Idiodi Ep. 47: Karthik Suresh Ep. 20: April Dunford Ep. 45: Radhika Dutt Ep. 41: Bobbie Wood Ep. 40: C. Todd Lombardo Ep. 28: Jennifer Lee Ep. 15: Susan Rice EP. 18: Catherine Richards Ep. 26: Brent Leary

Pablo Sanchez Martin is Senior Vice President and Head of Design at Lightstream. In this episode, Pablo shares some compelling thoughts on how UX insights and data have the power to transform business. He advocates that business leaders need to lean into their research teams, giving them the space to ask hard questions and influence strategic directions.

"When you're thinking about measuring a community, usually what you measure is what you effect," said Wesley Faulkner, Senior Community Manager at Amazon’s AWS. "So, if you're not measuring the success of the people who are in the community, if that's not part of the measurements, then you're really not going to be tracking that. Thus, you may lose sight of what makes your community good."Wesley talked with Andy MacMillan, UserTesting's CEO, and Janelle Estes, UserTesting's Chief Insights Officer, in this episode of the Human Insight Podcast. Wesley is a first-generation American, public speaker, and podcaster. He is a founding member of the government transparency group Open Austin and a staunch supporter of racial justice, workplace equity, and neurodiversity. His professional experience spans technology from AMD, Atlassian, and Dell among others. Wesley is currently .He also co-hosts the developer relations focused podcast Community Pulse and serves on the board for SXSW.He said measuring what makes a sponsored community successful can be complicated. Ask the sales team and they want to know how many leads are coming from the community. Ask customer service and they want to know how many tickets are being diverted to and answered in the community. "But if I had to boil it down to anything," Faulkner said, "it is what does the community itself say its worth?"Listen to the episode to hear Faulkner's tips for putting metrics to that measurement. Additionally, they discuss:  What do Faulkner mean when he says community shapes us?  What are the benefits of a community to those within the community, and what are the benefits to the sponsoring organization?  How do you authentically build an audience, especially as everything seems to shift to more digital, more remote, and more global?

Episode web page: https://tinyurl.com/2p9rbkfuNatalie Marie Dunbar is the former Senior Manager of UX Content Strategy at Walmart. This episode we talk with her about the growing discipline of integrated user experience content strategy. And how this budding discipline is starting to get a seat at the table along with design, research and product.

This week on the Human Insight Podcast, Karthik Suresh joins Andy and Janelle to discuss just what goes into making a successful product launch.Suresh is co-founder and CPO/CTO of Ignition, a collaborative hub for product teams to plan, execute, and measure the GTM side of launching a product.In their conversation, they discuss: What are some ways to ensure you successfully launch? Whether that changes  based on the business size (small or large), or model (B2B or B2C) What are the elements of a GTM plan? What are the key ingredients in building a culture of innovation? How can digital product leaders best support a culture of innovation?

Devin Harold is the Director of UX Research for Financial Services at Capital One. This episode we chat with Devin about UX research processes, specifically rapid research. Devin is an experienced UX leader who has leaned into the rapid research process to scale user insights and drive some big initiatives.

We all have special moments. There are signature moments, critical moments, key moments, moments that matter, moments of truth and so forth.For this week's episode of the Human Insight Podcast, we talk with Patrick Quattlebaum, Co-founder and CEO of Harmonic Design and author of Orchestrating Experiences. Quattlebaum believes moments are a powerful concept worth exploring. "What I have been fascinated by is this concept of moment and how it can be an architectural element that we can think about: this moment occurs and this event occurs that we can actually observe and that we can collect data on and that we can then do additional research to then really understand the dynamics around that moment," he said. "And that taps into some systems thinking in terms of drilling into structure and mental models and can we then start to see moments as a design target together? "We can measure it, we can try to understand it, understand how moments are connected to one another.  And if we start using that similar language, and using the term the same way, it can unlock that cross functional collaboration that companies find it really hard to get everybody focused on the same thing."Besides the concept of moments, we also discussed:  How do you engage more stakeholders in the process, especially when not everyone is a designer? The concept of zooming out The role storytelling in sharing insights across the organization

Amy Deschenes is the Head of UX & Digital Accessibility for Harvard Library. In this episode, we talk about the value of UX accessibility. Amy and her team led an accessibility audit of 14 websites, she shares what they learned and what the future state of accessibility could look like.