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PODCAST

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

technology entrepreneurship

All Episodes

35:44

Building deeper web3 relationships between creators...

Insights Unlocked ·

2022/06/06

Ethan Song, Co-founder and CEO of RareCircles, joins the Human Insight Podcast this week. Ethan was previously the co-founder and CEO of Frank And Oak, a leading direct-to-consumer brand, and he’s an active investor in Web3. As the RareCircle’s CEO, Ethan empowers a new generation of entrepreneurs and brands to build deeper relationships with their communities through NFTs and blockchain technology. Its intuitive platform allows anyone to make, sell and manage powerful NFT memberships under one

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41:44

The three survival metrics for building better...

Insights Unlocked ·

2022/05/30

Adam Thomas believes the role of a product manager is one thing only: how do you help the organization make better decisions consistently? Part of that is knowing when to stop work on a product idea, when to pivot on a product, and when to double down on a product initiative. Adam, lead product manager at SmartRecruiters, as well as a speaker, consultant and technologist, has developed what he calls Survival Metrics to help product managers do just that. Adam joined Janelle Estes, UserTesting’s

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42:30

Understanding the accessibility and usability of UX...

Insights Unlocked ·

2022/05/23

Good UX writing begins with usability and accessibility. Bobbie Wood, founder and CEO of UX Content Collective, joins the Human Insight Podcast this week to discuss UX writing and the importance of making it inclusive to everyone and all abilities. Bobbie and co-host Janelle Estes, UserTesting’s Chief Insights Officer, also discuss how Artificial Intelligence will impact UX writing. We also solicited feedback from UX writers and content writers from around the world, asking their thoughts about AI

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33:15

Delivering value to both your customers and your...

Insights Unlocked ·

2022/05/16

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 on the Human Insight Podcast to talk about all things product management, such as how he shares

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32:08

Growing your audience with an "Only we" strategy

Insights Unlocked ·

2022/05/09

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 others—develop and produce award-winning podcasts. If anyone knows what makes a

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33:04

Season 4 recap: keeping a human connection with your...

Insights Unlocked ·

2022/04/11

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

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27:30

The three pillars of a great customer experience with...

Insights Unlocked ·

2022/03/28

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 is the product. Nick said Peloton’s digitally-connected product

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29:04

Understanding how your customers think and feel with...

Insights Unlocked ·

2022/03/21

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 they say and do but in what they think and feel,” said Iain Roberts,

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22:12

Building an insights engine for your organization...

Insights Unlocked ·

2022/03/14

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 User Tested and the importance of talking with your

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31:32

Deliver value at every stage of the customer journey...

Insights Unlocked ·

2022/03/07

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 featured in Season 4 of the Human Insights Podcast. The book was

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29:26

The #1 key to your startup's success with Ben Hoggan...

Insights Unlocked ·

2022/02/28

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," said Hoggan, the Director of De-Risking at The IDEA Center. "You're saving

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46:32

Powering your experience ecosystem to the next level...

Insights Unlocked ·

2022/02/21

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 gaming, video consumption, accessibility, and inclusivity. Tom's story

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28:23

How a UX insights show is must-see programming at...

Insights Unlocked ·

2022/02/14

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 evangelized the power and impact of getting fast customer feedback through

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32:54

Building a design-driven culture at AAA

Insights Unlocked ·

2022/02/07

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 book was authored by podcast hosts Janelle Estes, UserTesting’s Chief

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35:29

Strengthening your startup with customer feedback...

Insights Unlocked ·

2022/01/31

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 reality (AR) gaming app. Jhanvi, the CEO of Krikey, and Ketaki, the

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46:21

Scaling insights across your organization with...

Insights Unlocked ·

2022/01/24

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 is one of many shared in the upcoming User Tested and that will be

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44:20

The flywheel of customer feedback

Insights Unlocked ·

2021/12/27

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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45:09

What is (and isn't) customer centricity?

Insights Unlocked ·

2021/12/20

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 for Small Business Trends, the A Few Good Minutes livestream series,

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47:07

Making a difference in HealthTech UX with Andrew...

Insights Unlocked ·

2021/12/13

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 Insight Podcast where they talk about: What metrics or KPIs does his

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16:58

Our 2021 guest-recommended books to read

Insights Unlocked ·

2021/12/06

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 guest recommendations, I should also note that five of our past guests

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