Episodios

  • From Velcro to glue: Designing workplace connections that stick with Stephen Baer

    From Velcro to glue: Designing workplace connections that stick with Stephen Baer
    Apr 13 2026
    Episode web page: https://bit.ly/3Odmj7r Epsiode description In this episode of Insights Unlocked, Nathan Isaacs sits down with Stephen Baer, author of Stickology: How to Build Unbreakable Connections with Employees and Customers for Life, to explore why engagement is the true engine behind business performance—not just a feel-good initiative. Drawing on more than 30 years of experience across gaming, corporate leadership, and behavioral science, Stephen introduces a powerful framework for understanding connection in organizations: “Velcro vs. glue.” He explains why most companies rely on fast, surface-level engagement that fails under pressure—and what it takes to build deeper, more resilient relationships with both employees and customers. Stephen also unpacks the critical link between employee experience and customer experience, sharing why disengagement shows up long before metrics drop—and how leaders can spot early warning signs. From designing for belonging in product and UX to embedding purpose into everyday decisions, this conversation offers a practical roadmap for creating organizations that truly “stick.” Along the way, Nathan and Stephen discuss the role of leadership, the importance of coaching over managing, and why not all friction is bad—highlighting how thoughtful, human-centered moments can actually strengthen trust and loyalty. You'll learn: Why engagement is a business strategy, not an HR initiative How employee experience directly impacts customer experience The difference between “Velcro” and “glue” organizations Early warning signs of employee and customer disengagement How to design for belonging in products and experiences What “good friction” is—and why it builds trust How to turn purpose into everyday operational decisions A practical 30-60-90 day approach to improving engagement Episode links Stephen Baer's website (https://stephenbaer.com/#home-section Stickology book (https://www.amazon.com/Stickology-Unbreakable-Connections-Employees-Customers/dp/9699592532) Stephen Baer on LinkedIn (https://www.linkedin.com/in/stephenbaer/ Nathan Isaacs on LinkedIn (https://www.linkedin.com/in/nathanisaacs/) Learn more about Insights Unlocked: https://www.usertesting.com/podcast
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    36 m
  • Your UI might already be obsolete as AI reshapes customer experience

    Your UI might already be obsolete as AI reshapes customer experience
    Apr 6 2026
    Episode web page: https://bit.ly/4sPOsRj Episode summary In this episode of Insights Unlocked, Nathan Isaacs is joined by Mike Mace and Michael Domanic to explore how AI is fundamentally reshaping customer experience, user journeys, and digital strategy. From the rise of conversational interfaces to the emergence of agentic AI, they unpack why traditional UX patterns and marketing funnels are quickly becoming obsolete—and what teams need to do instead. Mike and Michael break down two major shifts: how conversational AI is changing the way people interact with technology, and how AI agents are beginning to act on behalf of customers. They discuss why trust, tone, and personality are now critical components of UX, how AI is disrupting the path to purchase, and why companies must rethink how they design, test, and deliver experiences. The conversation also explores the rapid pace of AI adoption, the risks of focusing on novelty over real customer value, and how teams can balance immediate action with ongoing experimentation. Ultimately, this episode is a call to rethink not just tools—but the entire relationship between humans and technology. You’ll learn: Why conversational AI is changing how users interact with products How AI is disrupting traditional customer journeys and marketing funnels What agentic AI is and how it impacts digital experiences Why trust, tone, and personality matter in AI-driven UX How to rethink testing for AI-powered products Where to act now vs. where to experiment with AI Resources & links Mike Mace on LinkedIn (https://www.linkedin.com/in/mikemace/) Michael Domanic on LinkedIn (https://www.linkedin.com/in/michaeldomanic/) Nathan Isaacs on LinkedIn (https://www.linkedin.com/in/nathanisaacs/) How to test AI: A practical guide for evaluating AI user experience and product design (https://www.usertesting.com/blog/how-test-ai-practical-guide-evaluating-ai-user-experience-and-product-design) Learn more about Insights Unlocked:⁠ https://www.usertesting.com/podcast⁠
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    38 m
  • The truth about UX research for AI (it’s not just about usability) with Priyanka Kuvalekar

    The truth about UX research for AI (it’s not just about usability) with Priyanka Kuvalekar
    Mar 30 2026
    Episode web page: https://bit.ly/47II2Ll Episode summary: In this episode of Insights Unlocked, host Lija Hogan sits down with Priyanka Kuvalekar, senior UX researcher at Microsoft, to explore how AI is reshaping user experience research and what it takes to build trustworthy, human-centered AI products. Priyanka shares her journey from architecture to UX research and offers a behind-the-scenes look at how she evaluates AI experiences—moving beyond usability to focus on trust, emotional response, and inclusivity. The conversation dives into how researchers can stay strategic in a fast-evolving AI landscape, the growing importance of accessibility and diverse user perspectives, and why trust is the defining factor of great AI experiences. Priyanka also shares practical ways researchers can integrate AI into their workflows, partner more effectively with cross-functional teams, and evolve their skill sets to remain impactful. You’ll learn: Why trust—not just usability—is the foundation of great AI experiences How UX research methods are evolving to measure emotion, behavior, and credibility Ways to evaluate AI outputs for accuracy, consistency, and transparency How researchers can influence product strategy instead of just validating decisions Practical tips for using AI tools to speed up research workflows Why accessibility and inclusive research are critical in AI development How to build AI fluency and stay relevant in a rapidly changing field Resources & links Priyanka Kuvalekar on LinkedIn ( https://www.linkedin.com/in/priyanka-kuvalekar/) Priyanka’s UX content on Instagram ( https://www.instagram.com/uxr.pri/) Nathan Isaacs on LinkedIn (https://www.linkedin.com/in/nathanisaacs/) Learn more about Insights Unlocked (https://www.usertesting.com/resources/podcast)
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    47 m
  • How great product teams use customer insights differently with Jeff Lash

    How great product teams use customer insights differently with Jeff Lash
    Mar 23 2026
    Episode web page: https://bit.ly/4bC3uCy Episode summary:In this episode of Insights Unlocked, host Mike McDowell sits down with Jeff Lash, VP of Product Management at Insperity, to explore how product leaders can turn customer insight into smarter decisions and better outcomes. Drawing on decades of experience across UX, product management, and consulting, Jeff shares practical advice on balancing voice of the customer with business strategy, avoiding common roadmap pitfalls, and building high-performing, customer-centric teams. Jeff explains why product teams often misinterpret customer feedback, emphasizing the importance of asking better questions and digging deeper into the “why” behind what customers say. He also highlights how over-reliance on processes, artifacts, or quantitative data can obscure real insight—and why qualitative research remains a powerful, often underutilized tool. The conversation dives into how teams can prioritize effectively, align around strategy, and avoid getting stuck in reactive “firefighting” mode. Jeff also shares how successful teams use customer insight as a unifying force across stakeholders, while maintaining a growth mindset that drives continuous improvement. You’ll learn: Why asking better follow-up questions leads to better product decisions How to balance qualitative and quantitative customer insights Common mistakes teams make when relying on roadmaps and feedback How to prioritize effectively without getting stuck in reactive work Why voice of the customer should act as a “great equalizer” across teams How a growth mindset helps product teams continuously improve Resources & links: Jeff on LinkedIn (https://www.linkedin.com/in/jefflash/) Jeff’s website (https://www.jefflash.com/) The Insperity website (https://www.insperity.com/) Mike McDowell on LinkedIn (https://www.linkedin.com/in/mmcdowell1/) Nathan Isaacs on LinkedIn (https://www.linkedin.com/in/nathanisaacs/) Learn more about Insights Unlocked: https://www.usertesting.com/podcast
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    54 m
  • Measuring the ROI of Customer Insights

    Measuring the ROI of Customer Insights
    Mar 16 2026
    Episode web page: https://bit.ly/4rZmjXj Episode summary: In this episode of Insights Unlocked, Nathan Isaacs sits down with Dave Kerry Davies, UserTesting’s Global Value Engineering Director, to tackle one of the most persistent challenges facing research and insights teams: proving ROI. Drawing on conversations with more than 500 organizations, Dave shares a surprising pattern—most teams don’t struggle with complex financial modeling; they simply fail to measure ROI at all. The result? A “PR problem” for research teams, where executives call for customer-centricity but don’t clearly see the financial impact of insights work. Dave breaks down four core value drivers—business growth, faster innovation, reduced operational costs, and risk mitigation—and explains how teams can translate customer experience improvements into measurable business outcomes. Through practical examples (from digital banking to municipal websites), he shows how reducing friction, shifting research earlier in the product lifecycle, and aligning with executive priorities can directly impact revenue, cost savings, and strategic decision-making. The conversation also explores how framing insights through executive empathy—understanding what makes a great day for your boss—can transform internal conversations, reduce political friction, and earn research a true seat at the table. Dave offers simple, actionable advice for teams just getting started: track your work, state your assumptions, collaborate cross-functionally, and iterate on your ROI story over time. You’ll learn: Why failing to measure ROI creates a visibility and credibility gap for research teams The four value drivers that connect insights work to executive priorities How to quantify friction in customer journeys and tie it to revenue and cost impact Why “shifting left” reduces rework and increases product success How executive empathy can improve alignment and reduce internal politics Practical first steps to start building your own ROI model Resources & links: How to measure UX ROI and impact (https://www.usertesting.com/blog/how-measure-ux-roi-and-impact) The ROI of consumer insights when building digital finance products (https://www.usertesting.com/blog/roi-consumer-insights-when-building-digital-finance-products) Dave Kerry on LinkedIn (https://www.linkedin.com/in/david-kerry/) Nathan Isaacs on LinkedIn (https://www.linkedin.com/in/nathanisaacs/) Learn more about Insights Unlocked: https://www.usertesting.com/podcast
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    31 m
  • Designing for frontline workers in a digital world with Samsara's Andrew Ackermann

    Designing for frontline workers in a digital world with Samsara's Andrew Ackermann
    Mar 9 2026
    Episode web page: https://bit.ly/4baZCZ9 Episode summary In this episode of Insights Unlocked, host Blair Fraser sits down with Andrew Ackermann, VP of Product Design at Samsara, to explore what it really takes to design technology for frontline workers—the people powering the physical economy. Andrew shares how his early exposure to design shaped his career, and why he was drawn to building AI-powered tools for industries like transportation, logistics, and field operations. From ride-alongs with truck drivers to observing mechanics at work, he explains why designing for the frontline requires deep humility, real-world immersion, and a relentless focus on eliminating friction. The conversation dives into the hidden complexity of physical operations, the challenge of replacing paper-based systems with truly better digital tools, and why “elegance” is a guiding principle for creating experiences that feel seamless—even in gritty, unpredictable environments. Andrew also reflects on his transition from Google to Samsara, the difference between designing for moments that matter versus mission-critical daily workflows, and how AI is accelerating product development while raising the bar for quality and value. You’ll learn: Why field research and in-person observation uncover insights remote research can’t How frontline workers often create their own “workarounds”—and what that reveals about product gaps What it means to design tools that are truly better than paper and pencil Why elegance, humility, and curiosity are essential for enterprise product design The difference between high-volume consumer design and mission-critical B2B software How rapid prototyping and tight feedback loops drive adoption and trust The role AI will play in accelerating product development—and the challenge of cutting through the noise Resources & links Andrew Ackermann on LinkedIn (https://www.linkedin.com/in/anackermann/) Learn more about Samsara (https://www.samsara.com/) Watch Samsara’s Beyond 2025 conference highlights (https://youtube.com/playlist?list=PLtUxSK4AhAdaFEzqudt-uYIXZUAKpwEkW&si=sjVFJmMweDQ4NoZY) Blair Fraser on LinkedIn (https://www.linkedin.com/in/mrblairfraser/) Nathan Isaacs on LinkedIn (https://www.linkedin.com/in/nathanisaacs/) Learn more about Insights Unlocked https://www.usertesting.com/podcast
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    41 m
  • Speed is no longer the constraint in product design—judgment is | Figma's Andrew Hogan

    Speed is no longer the constraint in product design—judgment is | Figma's Andrew Hogan
    Mar 2 2026
    Episode web page: https://bit.ly/4sg3a3k Episode summary: In this episode of Insights Unlocked, Jason Giles sits down with Andrew Hogan, who leads insights at Figma, to explore what the future of design looks like as AI reshapes product development. Drawing from Figma’s State of Design 2026 report and recent hiring research, Andrew shares why more people than ever are participating in design—and what that means for craft, quality, and leadership. With 60% of new Figma files created by non-designers, design is becoming shared infrastructure across organizations. Andrew and Jason unpack the tension between speed and confidence in AI-enabled workflows, debating whether craft is about polish, problem solving, or something deeper. They explore why taste and discernment matter more in a world where you can generate 30 design variations in seconds—and how leaders must define what “good” looks like if they want to scale quality. The conversation also dives into hiring trends, the growing demand for senior designers who can navigate complexity, and the importance of strong design systems as more cross-functional teams begin prototyping. Ultimately, the episode reframes AI not as a replacement for designers, but as an accelerator that increases the need for thoughtful validation, customer understanding, and clear decision-making. You’ll learn: Why AI makes taste and discernment more important—not less What the State of Design 2026 reveals about craft and hiring trends Why speed is increasing faster than confidence How design systems help scale quality across teams What leaders should define before scaling AI-driven workflows How to avoid false confidence when using AI prototypes Why design is becoming infrastructure inside modern organizations Resources & links: Andrew Hogan on LinkedIn (https://www.linkedin.com/in/ahhogan/) Figma State of Design 2026 report (https://www.figma.com/reports/state-of-the-designer-2026/) IDC study on the growing design workforce (https://www.figma.com/blog/idc-design-population-study/) Jason Giles on LinkedIn (https://www.linkedin.com/in/jaygiles/) UserTesting’s latest report: Defensible Design in the Age of AI (https://www.usertesting.com/resources/reports/defensible-design-in-the-age-of-ai) Nathan Isaacs on LinkedIn (https://www.linkedin.com/in/nathanisaacs/) Learn more about Insights Unlocked: https://www.usertesting.com/podcast
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    47 m
  • How staff designers can lead without being managers with Catt Small

    How staff designers can lead without being managers with Catt Small
    Feb 23 2026
    Episode web page: https://bit.ly/4tH0nSl Leading without the title: The real power of the staff designer What does it take to grow your impact as a designer—without becoming a manager? In this episode of Insights Unlocked, host Jason Giles sits down with Catt Small, staff product designer, game maker, and author of The Staff Designer, to unpack the evolving role of senior individual contributors in design organizations. Catt shares her unconventional journey from creating digital dress-up dolls as a kid to shaping products at Etsy and Asana—and how those experiences shaped her perspective on leadership, influence, and creative confidence. At the heart of the conversation: a mindset shift. Moving from being told what to design to diagnosing what matters most. What you’ll learn in this episode The misunderstood role of the staff designer: Catt explains why the staff-level IC role often feels ambiguous—and how influence, not authority, becomes your primary tool. She breaks down what “building influence” actually means in practice and why it’s more intentional than mystical. Invisible work and strategic impact: From relationship building to cross-team alignment, much of a staff designer’s impact happens behind the scenes. Catt explores how to prioritize the work that truly moves the business forward—and avoid getting stuck in “glue work” that doesn’t drive career growth. From craft to communication: Design leadership at the IC level requires a shift from pixel perfection to clarity of thinking. Catt shares why low-fidelity diagrams and conceptual artifacts often create better alignment than polished UI—and how to coach teams away from jumping into high fidelity too soon. Navigating politics with integrity: If you’ve ever felt “allergic to politics,” this conversation reframes the idea. Catt explains how understanding motivations, fears, and power dynamics is less about manipulation—and more about empathy, curiosity, and emotional intelligence. Managing energy like a product: Influence takes energy. Catt shares practical strategies for auditing your calendar, designing your workweek intentionally, and partnering with your manager to balance short-term execution with long-term strategy. AI as a tool, not a replacement: AI is another tool in the designer’s toolkit—but you’re still the creative director. Catt discusses how to use AI to accelerate research and exploration without outsourcing your thinking or critical judgment. A key takeaway: Leadership is a mindset One of the most powerful themes in this episode is confidence. Staff-level designers aren’t waiting for permission—they step into leadership by trusting their experience, sharing their perspective, and partnering across the organization. As Catt reflects, the transition is uncomfortable at first. But the shift from execution to influence starts with believing you belong in the room. Resources & links Catt Small on LinkedIn (https://www.linkedin.com/in/cattsmall/) Catt’s website (https://cattsmall.com/) Catt’s Maven page (https://maven.com/catt-small/staff-designer) The Staff Designer book page — 20% off with code UserTesting until Feb 28, 2026 (https://rosenfeldmedia.com/books/the-staff-designer/) Nathan Isaacs on LinkedIn (https://www.linkedin.com/in/nathanisaacs/) Learn more about Insights Unlocked: https://www.usertesting.com/podcast
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    45 m