In this episode, Lisa D Dance shares her journey from a young age, where her passion for improving customer experiences began, to her current role as a UX researcher and author. She discusses her book, 'Today is the Perfect Day to Improve Customer Experience,' which highlights the importance of understanding customer needs beyond just technology. Lisa emphasizes the significance of effective feedback loops, the cost of poor customer experiences, and the concept of unpaid customer labor. She introduces her frameworks, including the 3Q Do No Harm framework, aimed at helping organizations proactively identify potential harms in their products. The conversation also touches on the ethical implications of technology in customer experience and the future challenges that lie ahead.

Links:

https://www.linkedin.com/in/ldance/

https://serviceease.net/

Lisa's book: https://serviceease.gumroad.com/

3Q-Do No Harm Framework: https://serviceease.net/3q-do-no-harm-framework

Chapters:

00:00 Introduction to UX and Customer Experience

01:10 The Early Signs of a UX Advocate

04:26 Transitioning to User Experience Research

06:45 The Book: Improving Customer Experiences

10:47 Understanding Organizational Blind Spots

14:34 Bridging Feedback Loops in Organizations

17:26 Incentivizing Customer Experience Improvements

20:32 The Cost of Poor Customer Experiences

24:25 Measuring Customer Experience Value

27:23 The Importance of Basic Customer Service

29:57 Unpaid Customer Labor and Its Implications

40:12 Navigating Customer Experience in a Tech-Driven World

43:23 Addressing Unpaid Customer Labor

48:45 The Importance of Customer Feedback and Testing

49:12 The Power of Storytelling in Customer Experience

52:34 Introducing the 3Q Do No Harm Framework

59:07 Implementing Ethical Frameworks in Design

01:03:26 Future Challenges in Ethical Design

01:10:03 Target Audience and the Impact of Storytelling

In this episode of Beyond the Interface, Laura Baker shares her journey from industrial design to becoming a leader in UX and service design. She discusses the challenges and rewards of accidental leadership, the importance of adaptive management styles, and the need for a thriving team environment. Laura emphasizes the significance of hiring practices in building a strong culture and the necessity of creating a shared vision within design teams. The conversation also touches on the future of design operations, the value of collaboration, and strategies for securing budget and resources for design initiatives.

Links:

https://www.linkedin.com/in/laurahbaker

Chapters:

00:00 Introduction and Background of Laura Baker

02:50 Accidental Leadership Journey

05:58 Transitioning from IC to Leadership

08:49 Finding Balance in Management Styles

11:50 Learning from Leadership Experiences

14:40 Adapting Leadership as You Grow

17:54 Creating a Thriving Team Environment

20:54 The Importance of Hiring for Culture

23:52 Visioning and Moving Beyond Feature Factories

26:28 Crafting a Collaborative Vision

29:49 Empowering Team Members to Contribute

32:40 Strategic Thinking in Design Leadership

41:51 The Role of Strategic Thinking in Design

43:57 Defining Success in Design Projects

46:26 Managing Design Operations Effectively

49:33 Visioning and Leadership in Design

51:18 The Future of Design Operations

54:14 Investing in Design: Expected Outcomes

57:15 Building Advocacy for Design

01:01:04 Navigating the Future of Design in 2025

In this episode of Beyond the Interface, Jacalin Ding shares her journey from designer to entrepreneur, emphasizing the importance of business acumen for designers. She discusses the challenges of side hustles, the necessity of resilience, and the synergy between design and business. Jacalin also highlights the importance of understanding stakeholders, gaining a seat at the strategic table, and the qualities that make an A-player in design. She provides insights into networking, especially for introverted designers, and encourages broadening one's network.

Links to Jacalin's channels:

https://subscribepage.io/5fnCLH

Linkedin: https://www.linkedin.com/in/jacalinding/
Substack: https://substack.com/@jacalinding?utm_source=profile-page
Youtube: https://www.youtube.com/channel/UCVUPHxnuMXrkgPobAA5wHKg

Learn from Jacalin:
4 weeks Maven Course: "Strategic Design Career Accelerator" - 3 cohorts per year (Next cohort: FEB 28th)

10% OFF Course Code for Listeners: BeyondPodcast

Self-paced course Launching SOON:

"Strategic Business Acumen for Designers"
Join waitlist now:
https://subscribepage.io/5fnCLH

00:00 Introduction to Jacqueline Ding and Her Journey

02:21 The Entrepreneurial Spark: From Designer to Business Owner

04:57 The Reality of Side Hustles and Entrepreneurship

07:19 Building Resilience Through Life Experiences

11:15 The Intersection of Design and Business Acumen

15:12 Understanding When to Invest in Design

19:13 The Importance of Strategic Thinking for Designers

24:40 Course Overview: Empowering Designers with Business Skills

30:20 Getting a Seat at the Table: Influence and Relationships

38:20 Maintaining Influence and Contribution in Business Strategy

42:13 The Essence of A-Players46:22Networking Beyond Events

54:16 Introverts in Design

59:20 The Future of Design: Strategy and Business Acumen

01:10:06 Making a Difference: Education and Empowerment