Human Insight Podcast

Human Insight Podcast

Hear from top experts in the fields of conversion optimization, UX research, design, product, and more.

Episodes

May 16, 2022 33 min

One of the rules of product research is “insights are best shared,” says C. Todd Lombardo.

The subtext is never write a report that no one is going to read. 

C. Todd is the vice president of product and design at Openly, an insurance-tech company empowering agents to deliver a higher standard of service through cutting-edge technology and comprehensive options.

He joined UserTesting’s CEO Andy MacMillan and Chief Insights Officer Jane...

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What makes a podcast worth listening to?

That is an overarching question we’ll be asking as we kick off Season 5 of the Human Insight Podcast. After four seasons, we're reaching out to listeners to see what's working and what needs improvement.

In this episode, we interview Dan Misener, Director of Audience Development at Pacific Content. Pacific Content helps brands—such as Ford, Charles Schwab, Adobe, Mozilla and many other...

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In this episode, cohosts Andy MacMillan and Janelle Estes recap Season 4 and talk about what to expect in the next season.

And as a listener of the show, we'd love your feedback. Please take this short survey to help us improve the show. There is also an opportunity to take a UserTesting test about the show, where we can hear about your experiences directly.  

Survey: https://forms.gle/nCSTZFR5affEs2k1A

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Nick Mehta, CEO at Gainsight, believes there are three pillars to a great customer experience and he points to Peloton as an example. 

One thing great about Peloton is they combine human and digital, Nick said. 

First, you need a human connection. That could be a customer success manager at a B2B tech company. And for Peloton, it is the relationship with a coach. Nick’s favorite instructor Cody Rigsby for example. 

The second pillar i...

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If you asked someone shopping for a new truck whether they would purchase an electric truck what do you think would be the answer?

Now ask those same potential customers if they want to run their power tools off the bed of the truck? Or in an emergency, would they want to be able to power their homes off their truck so the ice cream doesn’t melt?

“That insight is the beauty of understanding customers in a way that isn’t just what the...

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During the writing and editing of User Tested, coauthor Janelle Estes reached out to Jim Kalbach to review draft chapters and share his feedback. 

Kalbach, the Chief Evangelist at MURAL and author of several books, loved the book but wanted more stories and proof points. 

In this bonus podcast episode, a previously recorded LinkedIn Live conversation, Kalbach and Estes, UserTesting’s Chief Insights Officer, discuss the writing of Use...

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When T. Rowe Price rolled out a new process for creating an online investment account, they discovered a 37% drop off on the very first step after users opened the webpage.

They needed to know “why behind the what” and for that they turned to UserTesting. Within hours they’d identified the problem and were making fix recommendations to product owners. 

The T. Rowe Price story is one of many shared in User Tested and that is being fea...

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February 28, 2022 29 min

Ben Hoggan's team at the Notre Dame's IDEA Center has mentored close to 200 startups and would-be startups  from concept to revenue over the last four years.

The best way, he said, to know if a company will be successful is by talking with its customers and potential customers. And after more than 6,000 customer interviews on behalf of those startups, he should know.

"It is very selfish to invest in customer research,&#...

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In this episode, Janelle Estes talks with Tom Lorusso, the Principal User Research Lead for Xbox and gaming across Windows products and devices.

Tom has been working in games for over 7 years, with 15 years in the user research field on phones, operating systems and portable ultrasound. Tom and his Xbox Experiences team tackle a variety of research questions in social gaming, community, monetization, communication, cross-platform ga...

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This week on the Human Insight Podcast, we are excited to have James Villacci joining us to discuss how HelloFresh is scaling customer insights across the organization. 

As the first UX Researcher at HelloFresh, James Villacci established the value of conducting studies on the company’s online and offline projects. He is now head of Global UX Research at the company, which is the largest meal-kit provider in the world. 

He evangelize...

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February 7, 2022 32 min

In this week’s episode, James Lane shares the evolving story of how AAA is becoming a design-driven organization.

James, a Senior Product Design Manager at AAA Club Alliance, joins host Janelle Estes, UserTesting’s Chief Insights Officer, and Andy MacMillan, UserTesting’s CEO, to share AAA’s story, which is one of many being shared in the upcoming User Tested and that will be featured in Season 4 of the Human Insights Podcast. The b...

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2022 may turn out to be the big bang of the metaverse, but no matter the reality- augmented, virtual, extended or mixed- doing business in an increasingly digital world needs to begin the human experience.

This week on the Human Insight Podcast, Krikey co-founders Jhanvi Shriram and Ketaki Shriram join host Janelle Estes, UserTesting’s Chief Insights Officer, to share how they are putting customers first for their mobile augmented r...

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In this episode, Jennifer Lee, UX Research Lead at Wise, shares her experience being the company’s first qualitative researcher to scaling insights across the company.

Wise (formerly known as TransferWise) is a publicly-traded, London-based technology company founded in 2011. Wise is building the best way to move and manage money around the world, helping a community of over 10 million like-minded people and businesses.

Wise’s story ...

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December 27, 2021 44 min

Join Andy MacMillan, CEO of UserTesting, and Janelle Estes, Chief Insights Officer at UserTesting, as they recap Season 3 of the Human Insight Podcast. 

And in January, Season 4 of the podcast launches with a focus on the success stories, examples and playbooks from User Tested, the new book co-authored by Janelle and Andy, now available for pre-order.

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December 20, 2021 45 min

This week on the Human Insight Podcast, we interview Brent Leary, CRM industry observer, author and speaker. 

Leary is co-founder and Managing Partner of CRM Essentials LLC, an Atlanta based CRM/CX advisory firm covering tools and strategies for improving business relationships. He writes regularly for CRM Magazine and ZDNet, and is a founding member of Newseek's Expert Forum. He hosts the weekly One on One conversation series f...

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December 13, 2021 47 min

You could design UX for a B2C to increase conversions. Or you could oversee UX for health tech company and, ultimately, save or improve lives.

For Andrew Frueh it was an easy choice. 

Frueh is the senior vice president of UX design at Health Catalyst, a leading provider of data and analytics technology and services to healthcare organizations. 

This week, he joins Janelle Estes, UserTesting’s Chief Insights Officer, on the Human Insig...

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December 6, 2021 16 min

If you're a regular listener to the show, you know Janelle asks our guests about a book they’ve recently read and would recommend.

In this episode, we’ve rounded up all those recommendations from the past year and share them with you, whether you are looking for a holiday gift, you’re planning your 2022 strategy and are looking for some help, or just want to get in some quality reading over the holidays.

Before we jump into our g...

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This week on the Human Insight podcast, we interviewed Carlos Gonzalez de Villaumbrosia, Founder and CEO of Product School. 

Product School is the global leader in product management training with a community of over one million product professionals. Product School instructors are real-world Product Leaders working at top companies including Google, Facebook, Netflix, Airbnb, PayPal, Uber, and Amazon.

In his interview with Janelle E...

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This week on the Human Insight podcast, we interviewed Teresa Torres, author of Continuous Discovery Habits. 

Teresa teaches a structured and sustainable approach to continuous discovery that helps product teams infuse their daily product decisions with customer input. She’s coached hundreds of teams at companies of all sizes, from early-stage start-ups to global enterprises and has taught over 6,500 product people core discovery sk...

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This week on the Human Insight podcast, we interviewed Emily Carrion, VP of Marketing at Esper and veteran of the Seattle startup scene. 

In her interview with Janelle Estes, UserTesting’s Chief Insights Officer, Carrion discusses:

  • Her observations on the progress being made in getting more women startup founders, board members, and senior leaders
  • The marketing challenges she is addressing this quarter
  • Why it’s important to hear direct...
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