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Insights Unlocked — Technology
Insights Unlocked

What does it take to create experiences customers love, craft campaigns that captivate, and drive measurable results?
Insights Unlocked features candid conversations with the builders, creators, and innovators driving some of the world’s most impactful digital transformations. Tailored for marketing, product, UX and CX leaders, each episode delivers actionable insights to help you create customer-first strategies and stay ahead in today’s competitive landscape. Each episode is about 30 minutes long.
From optimizing product launches to leveraging AI for smarter workflows, Insights Unlocked is your go-to resource for designing experiences that resonate, drive loyalty, and achieve business results. Guests include influential leaders like Brian Solis, April Dunford, Kate Towsey, Jacob Nielsen, Teresa Torres, and Judd Antin among others, offering their expertise in CX, UX, and innovation. The podcast also highlights strategies and success stories from leading brands such as Verizon, Signet Jewelers, Figma, Microsoft, Tesco Bank, and more.
UserTesting leaders and industry experts join as guest hosts, alongside show producer Nathan Isaacs, award-winning journalist and Senior Manager of Content Production at UserTesting.
Brought to you by UserTesting, the leader in human insights and proactive customer experience strategies, Insights Unlocked empowers CMOs and marketing teams to craft experiences that drive growth, loyalty, and impact.
Listen and subscribe wherever you get your podcasts. Show notes, curated clips and more at usertesting.com/podcast.

Copyright: © Copyright 2022 - 2023 UserTesting. All Rights Reserved.

Latest Episodes:

13 episode clips that'll make you a better product leader Dec 12, 2022

Show notes

You will hear from C. Todd Lombardo, author of several books including Product Roadmaps Relaunched; Silicon Valley Product Group’s Christian Idiodi; Product School’s Carlos Gonzalez de Villaumbrosia, Harvard Business School’s Julia B. Austin, Radhika Dutt, author of Radical Product Thinking; Teresa Torres, author of Continuous Discover Habits, Ignition’s Karthik Suresh, and IDEO’s Iain Roberts.

How the role of product management evolving
How the product leader’s role has changed
Key skills product managers need to be successful
3 fundamental characteristics that makes a great product manager
What makes a great product team
Three pillars of radical product thinking
What is continuous discovery
Why customer feedback is critically important to your success
Key elements for a successful product launch
How do you include execs in a design sprint
How do you know when you have good product market fit
The seven diseases of of product strategy & development
The future of product

Center for Human Insight: using human insight for business decision-making with Michael Mace Dec 05, 2022

Show notes

What is Human Insight? What can you do with human insight? And how do you get started gathering human insight?

Those are the big three questions the Center for Human Insight, presented by UserTesting, hopes to answer.

“People tend to think of user tests as being something just tied to usability when in fact it's a way to get broad feedback on anything that you need to get reactions to or input on in real time,” said Michael Mace, VP of the Center for Human Insight. “And the range of things you can do with it, the range of things you can learn are just amazing. We want to bring that to life for everybody so that they see what you can do.”

Mace along with Michael Domanic, Head of Solutions Partners at UserTesting; and Sean Treiser, Insights Strategist at UserTesting, were guests on this week’s episode of the Human Insight Podcast.

In their conversation, they also discussed:

What is the Center for Human Insight
Who is the center’s target audience
How does someone submit an article or tip for gathering feedback to the center

Links from the show

Center for Human Insight

Emailing the center: centerforhumaninsight@usertesting.com

Creating a great product onboarding experience with Pulkit Agrawal from Chameleon Nov 21, 2022

Show notes

Customer onboarding is critical to the success of a business not just in activation, but in the long-term retention of those users.

Typically, we think of the example of when we sign up a new customer and then onboard them on our product or service.

But onboarding is more than that. You’ll need to re-onboard a once-every-few-months user every time they log on. And you’ll need to successfully onboard a customer every time you release a new product feature.

“If you don't,” says Pulkit Agrawal, cofounder and CEO of Chameleon, “that feature won't get adoption activation, retention, and won’t be part of the reason why customers stick around.”

Chameleon helps companies build better onboarding experiences. Agrawal was this week’s guest on the Human Insights Podcast, joining co-hosts Andy MacMillan and Janelle Estes.

“User onboarding, while it's typically considered at the start of the product journey, really applies across the product lifecycle as you build functionality,” Agrawal said. “And in the world of product-led today, where really the companies that have the best products and the most usage in engagement are the ones that win, it's really vital that companies have a method, a process, a system and tooling to continue to onboard users onto features and continue to drive engagement adoption.”

Listen to the episode and learn more about:

Why companies should focus on the why and not just the how with onboarding
The importance of onboarding, especially in a usage-based pricing model
How a friction log can help improve your customers’ onboarding experiences

Our 2nd annual book recommendations from our podcast guests Nov 14, 2022

Show notes

Welcome to our second annual roundup of book recommendations from guests on the Human Insight Podcast.

It is a good mix of books, covering creativity, money, innovation and product development. There is even a children’s book recommendation, as well as one for a newsletter.

Brave New Work by Aaron Dignan
Gerrard: My Autobiography by Steven Gerrard
Nudge: The Final Edition by Richard H. Thaler
Jonathan Livingston Seagull: The Complete Edition by Richard Bach
Build: An Unorthodox Guide to Making Things Worth Making by Tony Fadell
The Gruffalo in Scots by Julia Donaldson
The Book of Joy: Lasting Happiness in a Changing World by Dalai Lama
The Marginalian by Maria Popova
Dare to Lead: Brave Work. Tough Conversations. Whole Hearts. by Brené Brown
The Psychology of Money: Timeless lessons on wealth, greed, and happiness by Morgan Housel
Birdgirl By Mya-Rose Craig
End of Bias: A Beginning by Jessica Nordell
Invisible Women: Data Bias in a World Designed for Men by Caroline Criado Perez
How Democracies Die by Steven Levitsky
Permanent Record by Edward Snowden
The Mom Test: How to talk to customers & learn if your business is a good idea when everyone is lying to you by Rob Fitzpatrick
Orbiting the Giant Hairball: A Corporate Fool's Guide to Surviving with Grace by Gordon MacKenzie
The Intelligent Investor: The Definitive Book on Value Investing by Benjamin Graham
Lean Enterprise: How High Performance Organizations Innovate at Scale by Jez Humble
Nonviolent Communication: A Language of Life: Life-Changing Tools for Healthy Relationships by Marshall Rosenberg

And don’t forget, our own User Tested and The Digital Experience Company.

A major global company leans into digital innovation - Timothy Embretson, Global Vice President of Experience Design and Karolina Boremalm, Global Head of Design Operations at IKEA Retail (Ingka Group) Nov 08, 2022

Show notes

Timothy Embretson is Global Vice President of Experience Design and Karolina Boremalm is Global Head of Design Operations at Ingka Group, IKEA’s largest retailer. In this episode, they discuss how they are leading a digital transformation at a major global retailer. Scaling the design organizations and helping to make the special in-person IKEA experience just as delightful when a person is shopping online.

When you can stop talking to your customers with Julia Austin from Harvard Business School’s Rock Center for Entrepreneurship Nov 07, 2022

Show notes

Julia Austin is a strong advocate for feedback never stopping, whether she is pushing her students to get out and talk with customers or talking with business leaders.

“I'll get this question, especially from founders early on, of ‘when do I stop talking to my customers and getting feedback and start building my product?,’” said Austin, Senior Lecturer at Harvard Business School’s Rock Center for Entrepreneurship where she currently teaches Startup Operations. “And I'm like, ‘Never ... You need to be talking to them all the time.”

In this episode of the Human Insight Podcast, Austin joins UserTesting’s CEO Andy MacMillan and Chief Insights Officer Janelle Estes to discuss the importance of customer feedback, as well as:

What makes a great product manager?
How do you know when you have product market fit?
Her advice to legacy companies making the digital transition and developing new products or reinventing how their current products are offered in the marketplace?

Unlocking innovation with the right research participants - Erin May and JH Forster of User Interviews and the hosts of Awkward Silences Nov 01, 2022

Show notes

Erin May and JH Forster of User Interviews and hosts of the Awkward Silences podcast, discuss the value of high-value research participants. Depending on where a product is in its lifecycle, an intentional pool of research participants can substantially impact the strategic direction of a product.

Digital initiatives and understanding how people work with Kaj van de Loo, UserTesting’s Chief Technology Officer Oct 31, 2022

Show notes

You have to understand how people work, and why, says Kaj van de Loo, UserTesting’s Chief Technology Officer, on this week’s episode of the Human Insight Podcast.

“What do they actually want to do or need to do to reach their goals, vs. what are they doing as weird workarounds or because they are being told to do,” he said. “Look at the former, and support it. In our case, every product manager, designer, and engineer wants to understand our customers and users and they all want to hear about how our product is being used, what people think of it, and how we can make it better. We lean into that.”

In their conversation with Kaj, co-hosts Andy and Janelle ask him about business workflows and how the pandemic and digital acceleration changed the way we think about processes and workflows.

The also discuss how understanding how people work, and how they leverage tools and technology, as well as customer insights, to launch products successfully.

Leadership is just another design problem - Jesse James Garrett, Design Leadership Coach Oct 25, 2022

Show notes

Jesse James Garrett is a Design Leadership coach, author and speaker with over 25 years of experience in the UX industry. Jesse was part of the first wave of professional user experience designers and co-founder of one of the first user experience consultancies, Adaptive Path. In this episode, we talk with Jesse about what UX leadership needs in order to keep the industry thriving.

Cultivating customer empathy in a data-driven world with Brian Solis Oct 24, 2022

Show notes

Producer’s note: This week’s episode is a conversation with futurist and author Brian Solis at The Human Insight Summit held in New Orleans in 2022.

Do you know how your customers experience your brand today? Do you know how they really feel? Do you know what they say when you're not around? You think you know your customers, but you really have no idea–until you talk to them!

Brian Solis, author of X: The Experience When Business Meets Design, joined Janelle Estes, UserTesting’s Chief Insights Officer and co-author of User Tested, met onstage in a fireside conversation at The Human Insights Summit last week in New Orleans to discuss the importance of customer understanding and empathy in an always-on world, and why today customer experience is your brand.

Solis is a world-renowned digital anthropologist, futurist, 8x best-selling author, and international keynote speaker. He serves as VP, Global Innovation at Salesforce and has consistently been recognized as one of the world's leading voices in innovation, business transformation, and leadership for over two decades.

Leveraging insights from each of their books and professional experiences, Brian and Janelle spoke about the parallels in their books and beliefs on powering customer-centric experiences.

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