podcast posts

8: Aviva Rosenstein of DocuSign February 2nd, 2016
Part 8 of 8 in the series Dollars to Donuts
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In today’s episode I speak with Aviva Rosenstein, the Senior Manager of User Experience Research at DocuSign. We explore how to make all types of research actionable, the benefit of doing your own recruiting, and the evolution from building a usability lab to having an in-house research capability.

They weren’t going to limit themselves to telling us about what was going on with sending. And I’m not going to shut those people down. I’m going to listen to what they have to say because it might be something amazing or new or super important. And of course it’s important to the customer so you don’t want to shut them down. So sometimes the scope of the study can get very quickly past where you wanted it to be, but it’s still going to be valuable so you still listen. – Aviva Rosenstein

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7: Judd Antin of Airbnb January 19th, 2016
Part 7 of 8 in the series Dollars to Donuts
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We kick off the second season with Judd Antin, the Director of Experience Research at Airbnb. Judd and I speak about their model for embedding talented generalists with product teams, skill-sharing among researchers, and just what exactly makes research “sexy.”

I don’t know of another way to do things better than to give and get feedback. It should flow like a river. And I think that can be hard, to be open, to focus on strengths rather than weaknesses. To be humble is a thing we’re always seeking to be better at, but that’s how I approach the task of building a team. – Judd Antin

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Listen to Steve on Yours Productly, on the Art of Interviewing Users December 7th, 2015

I was a guest on the Yours Productly podcast, in an episode generously titled The Art of Interviewing Users.

Listen via the above link or the embedded widget below.

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6: Carol Rossi of Edmunds.com February 18th, 2015
Part 6 of 8 in the series Dollars to Donuts
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Today’s guest is Carol Rossi. She’s the Senior Director of UX Research at Edmunds.com. In our conversation, we discuss her small-but-mighty team, Edmund.com’s collaborative workplace culture, and the personal driver of “doing good.”

We take this business question that’s been given to us…everybody goes into the field, everybody is involved in understanding what the objectives are and laying those out, everybody is involved in regular reports to the executive board…everybody is involved in running the study. – Carol Rossi

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5: Kerry McAleer-Forte of Sears Holdings February 11th, 2015
Part 5 of 8 in the series Dollars to Donuts
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Today’s guest is Kerry McAleer-Forte, the Director of User Experience Research for Sears Holdings. We discuss how researchers need to think like storytellers, getting at the underlying need behind a research request, and the risk of using research to make recommendations.

Tools are important. It’s important to choose the right one, but at the end of the day, they also won’t replace that thing inside your skull, which is your most important tool, which is being able to observe and listen and pull the important story out for your user. – Kerry McAleer-Forte

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4: Nancy Frishberg of Financial Engines January 28th, 2015
Part 4 of 8 in the series Dollars to Donuts
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My guest today is Nancy Frishberg, the manager of user research at Financial Engines. We discuss recruiting participants in an enterprise setting (where users are customers of your customers), finding the generative in the evaluative and how to think about collaborative workspace as entirely separate from reporting structure.

Everybody in the organization should be interested in user research and care about what our users think and have opinions based in fact, and just not see their own experience as one facet of many people’s experiences. – Nancy Frishberg

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3: Frances Karandy of Citrix January 21st, 2015
Part 3 of 8 in the series Dollars to Donuts
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Today’s guest is Frances Karandy, a senior manager within the Customer Experience Group at Citrix. We discuss doing product-focused research in a company with a large number of products, what to look for when hiring researchers, and how to select projects that not only support the business but also help team members to develop.

Design goes hand in hand with research.. it’s about solving complex problems. How do we improve not just the UI or the screen, but also the product itself? – Frances Karandy

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2: Alex Wright of Etsy January 14th, 2015
Part 2 of 8 in the series Dollars to Donuts
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Today’s guest is Alex Wright, who is the director of research at Etsy. We discuss the partnership between qualitative and quantitative research at Etsy and how his background in journalism helps him with the storytelling aspects of managing the research function.

Etsy’s not just in the business of trying to generate maximal profits every quarter. Yes, we’d like to be profitable, but we also want to serve the community of sellers; we want to be environmentally responsible; we want to support the local community. – Alex Wright

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1: Gregg Bernstein of MailChimp January 7th, 2015
Part 1 of 8 in the series Dollars to Donuts
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Welcome to the debut episode of Dollars to Donuts. Today’s guest is Gregg Bernstein, who manages customer research at MailChimp. We discuss how MailChimp uses research to uncover new product opportunities, how the right research artifacts can best provide value to different internal audiences and how humility is an essential soft skill for successful researchers.

We research people and we try to better understand what would make them happy, what would fit into their lifestyle, what would fit into their day-to-day. We don’t go out with an idea for a product in mind. – Gregg Bernstein

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Listen to Steve on the UX Discovery Session podcast April 23rd, 2014

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I was interviewed by Gerard Dolan for the UX Discovery Session podcast. In 30 minutes we spoke about my twisted educational career path, the Interviewing Users book, some products and services I’m struck by and my fantasy of putting on a UX conference devoted to soft skills. You can listen to the interview below, or here (where Gerard has included a nice set of footnote-links).

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Listen to Steve on Wise Talk April 22nd, 2014

Insights

I was interviewed by Sue Bethanis for Mariposa Leadership’s Wise Talk show. In an episode titled The Art of Interviewing Users we talked about how to see and notice in a different way, being aware of our own filters and biases, and constantly rediscovering what the problem you are trying to solve really is. You can listen to the interview below, or at Wise Talk.

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Steve interviewed for UIE Book Corner August 27th, 2013

interviewing-users

Interviewing Users is now available. Get your copy here!

I spoke about Interviewing Users with Adam Churchill for UIE Book Corner. Listen at the link, or below.

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The transcript is here.

Adam: What do you think people are going to do differently after reading this book?

Steve: I think the book sets people up-it sounds maybe a little trite, but let me try to unpack it a little bit-it sets people up to really hear the people they talk to, their users, their customers, their target, to really hear where they’re at and to understand what’s important to them, as opposed to sort of hearing what we want to hear.

And so this is where I said earlier there’s some philosophy, and there’s some tactics. And the tactics come from the philosophy. I think this is what I’ve seen lacking in practitioners that I meet with over the years, is that it’s sort of easy to ask questions or even ask questions well and hear what people are telling you.

But the broader approach, which is to understand people’s world as it’s organized and kind of structured and labeled from their point of view-it never matches either the frameworks that we have going in or the architectures of tools that we’re providing.

So to take that kind of deeply, completely user-centered approach and understand what the user’s building up their world out of, how they think about it and feel about it and talk about it, I mean, that’s what starts to be where you get towards excellence types of user research.

So that’s not what everyone’s always going to do. That’s not always what the objective is, but I think-I’m hoping that this will start to open up people to be able to do that, to have that kind of be baked into their approach to users. It’s not just collecting responses to questions but really grokking where they are coming from and how they’re operating.

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Steve on Business 901 Podcast July 24th, 2013

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I was interviewed by Joe Dager for his Business 901 podcast. We talked about the process of interviewing users (yes, there is a process), about documenting your interviews, and a lot more, in about 25 minutes. You can listen to the interview below, or at Business 901.

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Flow in the interview August 18th, 2011

Earlier this week the San Francisco IxDa hosted a talk by Peter Stahl about The Rhythm of Interaction. As part of his presentation , Peter talked about Mih?°ly Cs??kszentmih?°lyi’s notion of Flow – “the mental state of operation in which a person in an activity is fully immersed in a feeling of energized focus, full involvement, and success in the process of the activity.”

Yesterday I came across a podcast I did a few years ago with the folks from Lunar where we talked about how speed, creativity and innovation intertwine in the design process and about getting results through design research. You can listen to the podcast at the bottom of the post; meanwhile I’ve pulled out a snippet where I describe entering a flow state when interviewing users.

And all the power of noticing and stepping back and slowing yourself down and just disengaging yourself from the need to be making things happen, is just sort of creating that space and t hat’s where insights happen. That’s where creativity can happen. And I’m sure you guys have seen that moment when you’re in the field, where you have all this responsibility to be managing a session and managing the other people in the session and making sure you stick to your time, and it’s a lot of, lot of work. Your brain is just firing on all its cylinders. And then sometimes for me there’s that moment where you kind of – it’s almost like a hyperspace moment where the starts start to just stretch out. Things just get really, really quiet in my head and suddenly, I’m just riding it. Things are sort of happening and I’m riding it, and that can be – it’s, I guess, a flow moment, right? Things can be really insightful at that moment. I don’t know that I’m bored, but if I had to contrast that to the stimulation of trying to run everything and run everybody, that seems to be a really kind of creative moment for me when that happens.

Listen to the podcast:

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Listen to Steve on the User Experience podcast August 16th, 2011

I was interviewed by Gerry Gaffney for his User Experience podcast. The topic of the interview was, recursively, interviewing. You can listen to the interview below, and read the transcript here.

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Steve: Yeah there’s something about interviewing. It is such an individual and it’s such a human activity that we can talk best practices, you know, all day. I think there’s something really great that happens when people make it their own. I think this is one of those “find your own style” things. I like to be dictatorial about best practices but I also have to acknowledge very strongly that what people bring is very interesting and different. Along those lines think about introverts versus extroverts and what’s easier or different for introverts or extroverts in these kinds of situations. Extroverts of course get energy from other people, introverts get energy kind of on their own and so that starts to manifest itself in interesting ways or in silence. But also just how much of yourself do you bring to it? And so I’ve seen extroverts be very successful at establishing rapport by talking about themselves, by being very open and genuine and giving.

My tactic as an introvert is to remove a lot of myself from it and really focus on them, express my interest in them, ask questions, ask questions, ask questions, ask follow-up questions, really drive everything towards my focus on them. So my long answer there is I think there’s a personal style thing that kind of comes out. I think if you reveal things about yourself, regardless of your style, I think it needs to be very deliberate. It’s a great tactic to give somebody permission.

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