Customer feedback, voice of the customer, customer empathy, human insights. Whatever you call it, there’s no doubt that now, more than ever, deeply understanding your customers’ needs and wants is critical to success, no matter what business you’re in. But how do organizations collect and share this information so that it’s actionable and impactful?

In this five-part lesson series on customer feedback fundamentals, delivered by experts from Alaska Airlines, Verizon, Facebook, Indeed, and UserTesting, you’ll learn how customer insights can and should inform strategy, with practical tips and examples you can immediately apply.

Join us every Friday to cap off your week with some professional development. A recording of the session will be emailed to all registrants each week for those that aren’t able to join or would like to refer back to the lessons.


  • May 14th: Creating a collaborative insights culture

Understanding people is a team sport. In this session, learn how designers can partner effectively with business stakeholders by creating a conversation around a shared set of values and practices. As the world changes, we must adapt alongside our customers. Lija will discuss ways to develop user empathy across your organization and share practical tips for aligning data to tell stories that matter.

With Lija Hogan, Customer Experience Consultant, UserTesting

Lija Hogan



Past Episodes


  • April 16th: Fueling product strategy with research

As researchers, we strive to drive strategy in an organization. We use empathy and a variety of research methods to bring user behaviors, problems, and needs to the table. But conducting the research is just one piece of the puzzle. Through a real-world case study, Kanishk will share some ways his team at Alaska Airlines is driving product strategy and impact during the COVID-19 pandemic through user research, beyond conducting studies and extracting insights.

With Kanishk Shukla, User Experience Researcher, E-commerce, Alaska Airlines



  • April 23rd: Guiding principles for ethical research

Currently, there's no governing body promoting user research ethics with human subjects. As champions of the DIY research practice, we must also be hospitable hosts within our labs or sessions and cautious custodians of customer information. With an ethical backbone, you can build the best recruitment pipeline, templates, and processes to be sensitive to your users; their preferences; their time; and their information.

With Devin Harold, Senior Manager, UX Research Customer Marketplace Insights, Verizon



  • April 30th: How to unleash your research superpowers to drive product vision and strategy

Product strategy and vision conversations are lengthy and complex. In this session, Yuling unpacks how UX Researchers at Facebook leverage five key superpowers to navigate these complexities, and drive product vision and long-term strategy in our product spaces.

With Yuling An, Senior UX Researcher, Facebook

Yuling


  • May 7th: How to quickly put fast customer feedback into action with limited research resources


Leveraging a VC-funding model, the Indeed Incubator program cultivates entrepreneurship within the organization by allowing employees  from across the company to pitch new product ideas. Once funded, each team has an initial 3 months to validate their concept in the market. Learn how, without dedicated research support, the Incubator teams work quickly and efficiently to inject the voice of the user into all stages of the product development process, from defining the initial MVP to iterating and scaling the solution.

With Ann Enders, UX Director, Indeed


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