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

In this episode, Warren, Jay and Indi Young delve into the world of qualitative data science, exploring the importance of listening deeply to understand user experiences and the evolution of data science that listens.

Indi shares her journey from computer science to qualitative research, emphasizing the need for empathy and understanding in design. The conversation covers the significance of identifying patterns in qualitative data, the concept of saturation in research, and the future of research methodologies. Indi advocates for a shift towards empirical knowledge and cognitive empathy in understanding user needs, ultimately aiming to create better products and services.

Links:

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

https://indiyoung.com/

https://indiyoung.com/training/#courses-list

https://indiyoung.com/resources/

Chapters:

00:00 Introduction to Qualitative Data Science

08:12 The Evolution of Data Science That Listens

22:48 Finding Patterns in Qualitative Data

40:22 Framing Studies and Understanding Stakeholder Needs

53:51 Knowledge Creation Over Research

01:04:23 Framing Studies and Listening Sessions

01:11:26 Tactical Approaches to Research

01:19:20 The Role of Research Teams

01:26:44 The Future of Research

In this episode of the Beyond the Interface podcast, we sit down with Felix Lee, Co-founder and CEO of ADPList, and a Forbes 30 Under 30 honoree. Felix has reshaped how mentorship is accessed, creating a global platform that connects mentors and mentees from over 140 countries. Felix shares his unconventional journey from Singapore to Silicon Valley, detailing the challenges and triumphs he faced along the way. He discusses the inception of ADPList during the pandemic as a response to the need for mentorship and support in the design community. Felix emphasizes the importance of leadership principles, hiring A-players, and maintaining a strong community. He also delves into his competitive mindset, the future aspirations for ADPList, and the significance of building a supportive network through ambassador programs. https://adplist.org/ https://adplist.substack.com/ https://www.linkedin.com/in/felixleezd Chapters: 00:00 Felix Lee's Journey: From Singapore to Startup Success 09:10 The Power of Personal Branding on LinkedIn 15:42 Guiding Principles for Building ADPList 21:28 Hiring A-Players: The Key to Success 29:41 The Impact of A-Players on Growth 35:02 Can B-Players Become A-Players? 40:33 The Role of Company Mission in Motivation 49:50 Maintaining Mentor Engagement and Quality 01:01:31 Ensuring Quality Among Mentors 01:09:22 The Transformative Power of Mentorship 01:19:36 Navigating Competition: A Contrarian Approach 01:26:29 The Mentality of a Founder: Nature vs. Nurture 01:37:26 Looking Ahead: Future Aspirations and Projects

In this episode of Beyond the Interface, Will Thomas shares his extensive experience in user experience design, discussing his career journey across various industries and the importance of adaptability in a rapidly changing landscape. He emphasizes the significance of team culture, the challenges of managing diverse teams, and the impact of AI on the future of design. Will also highlights the need for continuous learning and the development of interpersonal skills to thrive in the evolving design environment.

Links:

https://www.linkedin.com/in/will-thomas-0356492/

Chapters:

00:00 Introduction to Will Thomas and His Background

05:14 Professional Growth and Key Experiences

10:23 Diversity in Industries and Its Impact

14:39 Building and Maintaining Team Culture

27:38 Navigating Toxic Cultures and Team Disruptions

38:59 Managing Rapid Growth and Hiring Challenges

46:38 The Evolving Role of Design

54:47 Skills for Designers in the AI Era

01:01:46 Building Influence and Leadership

01:15:25 The Future of User Experience and AI

In this episode of Beyond the Interface, Jason Beck shares his diverse career journey in design, highlighting the evolution of UX and the importance of collaboration between design and other professions. He discusses the changing landscape of design, the significance of setting a quality bar, and how design can disrupt markets. Jason emphasizes the need for creativity within design systems and the importance of mitigating risk while fostering innovation. In this conversation, Jason and Warren explore the intricacies of design leadership, the importance of understanding problems before jumping into design systems, and the balance between speed and craft in product design.

Links: https://www.linkedin.com/in/jason-beck-6a68557/

Chapters: 00:00 Jason Beck's Career Journey 04:23 The Evolution of UX Design 10:57 The Changing Landscape of Design 15:29 Collaboration Between Design and Other Professions 21:45 Setting the Quality Bar in Design 25:24 Design's Seat at the Table 33:55 Disruption Through Design 39:27 Mitigating Risk in Design 45:38 Balancing Design Systems and Creativity 47:05 The Role of Design Systems in Problem Solving 50:22 Balancing Speed and Craft in Design 55:13 Fostering Creativity and Mentorship in Design Teams 01:00:41 Leadership Styles and Team Protection 01:05:06 The Importance of Hiring and Team Dynamics 01:25:41 The Future of Design in the Age of AI

In this episode of the Beyond the Interface podcast, Stephen Gates shares his extensive journey in the design industry, discussing his experiences from working with major brands like Apple and American Airlines to leading design teams and mentoring emerging designers. He emphasizes the importance of leadership evolution, the challenges faced in navigating corporate culture, and the role of design systems in fostering creativity. Stephen also delves into the significance of mentoring, the impact of layoffs on mental health, and the future of design in the age of AI. His insights provide valuable lessons for both aspiring and established designers.

Links:

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

https://www.youtube.com/@StephenGates

https://thecrazy1.com/

https://crzydesign.com/

Chapters:

00:00 Introduction to Stephen Gates and His Journey

03:37 Career Highlights and Key Projects

06:23 The Evolution of Leadership in Design

09:33 Navigating Leadership Challenges

12:26 The Importance of Authenticity in Leadership

15:33 Adapting to New Environments

18:29 Creating Organizational Change

21:20 Strategies for Overcoming Resistance

24:26 Final Thoughts and Advice for Designers

28:22 Challenging Mediocrity and Embracing Risk

30:35 Cultivating New Leaders in Design

34:40 Leadership Lessons from Sports and Culinary Arts

38:24 The Balance of Systems Thinking in Design

41:33 Navigating Design Systems: Flexibility vs. Rigidity

48:47 The Passion for Mentoring and Its Impact

58:54 The Power of Vulnerability and Self-Reflection

01:01:14 Navigating Job Loss and Redefining Success

01:05:35 Building a Supportive Community During Tough Times

01:10:32 Creating Accountability and Momentum

01:13:27 Lessons from InVision: The Importance of Adaptability

01:20:53 The Future of Design: Embracing Change and Creativity