Podcast
Insights Unlocked
Hosted by UserTesting · EN
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.
From optimizing product launches to leveraging AI for smarter workflows, Insights Unlocked is your go-to resource for designing experiences that resonate, drive loyalty, and achieve business results. Guests include influential leaders like Brian Solis, April Dunford, Kate Towsey, Jacob Nielsen, Teresa Torres, and Judd Antin among others, offering their expertise in CX, UX, and innovation. The podcast also highlights strategies and success stories from leading brands such as Verizon, Signet Jewelers, Figma, Microsoft, Tesco Bank, and more.
UserTesting leaders and industry experts join as guest hosts, alongside show producer Nathan Isaacs, award-winning journalist and Senior Manager of Content Production at UserTesting.
Brought to you by UserTesting, the leader in human insights and proactive customer experience strategies, Insights Unlocked empowers CMOs and marketing teams to craft experiences that drive growth, loyalty, and impact.
Listen and subscribe wherever you get your podcasts. Show notes, curated clips and more at usertesting.com/podcast.
72episodes
Episodes
Newest firstAll episodes
Designing trustworthy AI with the Sense, Shape, Steer framework
2d ago00:40:35Summary readyEpisode web page: Episode summary: In this episode of Insights Unlocked, Nathan Isaacs sits down with Bansi Mehta, founder and CEO of Koru UX, to explore how product and UX teams can design more thoughtful, trustworthy AI experiences using her Sense, Shape, Steer framework. As organizations race to incorporate AI into products and workflows, Bansi explains why many teams fall into the trap of starting with the technology instead of the user problem. She shares practical guidance for slowing down, identifying meaningful AI opportunities, and balancing automation with human oversight—especially in complex enterprise and healthcare environments. Bansi walks through each phase of the framework, from understanding user needs and AI constraints in the “Sense” phase, to prototyping AI behaviors in “Shape,” to continuously evaluating trust, usefulness, and adoption in “Steer.” Along the way, she discusses why transparency alone doesn’t guarantee trust, how AI products require ongoing tuning after launch, and why successful AI experiences depend as much on psychology and workflow design as they do on model accuracy. The conversation also explores the challenges product teams face under pressure to “add AI,” the risks of feature creep, and why teams should treat AI implementation as an evolving feedback loop rather than a one-time release. You'll learn: Why AI initiatives often fail when teams start with the solution instead of the problem How the Sense, Shape, Steer framework helps teams design human-centered AI experiences The importance of defining user needs, constraints, and guardrails before building AI features How to determine when AI should automate tasks versus assist humans Why trust and perceived usefulness matter more than raw AI accuracy How continuous feedback and iteration shape successful AI adoption The role of transparency, oversight, and user psychology in AI product design Why enterprise and healthcare AI experiences require careful workflow and risk management Resources and links: Bansi Mehta on LinkedIn (https://www.linkedin.com/in/bansi-mehta/) Koru UX (https://www.koruux.com/) Sense, Shape, Steer framework article and video (https://www.koruux.com/ux-for-ai-training/) Nathan Isaacs on LinkedIn (https://www.linkedin.com/in/nathanisaacs/) Learn more about Insights Unlocked: (https://www.usertesting.com/podcast)
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AI made design faster. Now leaders need to make it better.
1w ago00:40:36Summary readyEpisode web page: https://bit.ly/42TFjM4 Episode summary: In this episode of Insights Unlocked, Manú Bartlett speaks with Pedro Hernandez, advocacy manager for EMEA and Latin America at Figma, about how AI is reshaping design, leadership, and the future of creative work. Drawing from more than 15 years of experience across UX, product design, and design operations, Pedro shares why the industry is moving beyond a narrow focus on speed and toward a deeper balance between experimentation, craft, and human-centered thinking. Pedro explores how design communities across Europe and Latin America are adapting to AI in different ways, why leaders must rethink how they evaluate design work in the age of rapid prototyping, and how “craft” now means being intentional, critical, and thoughtful when collaborating with AI tools. He also discusses the growing importance of soft skills, curiosity, and research as teams become more multidisciplinary again. The conversation also dives into how leaders can stay connected to customer needs while navigating AI-driven workflows, why experimentation matters at every level of an organization, and how Figma is researching what design leaders truly need from modern collaboration tools. You’ll learn: How AI is changing the relationship between speed, experimentation, and design craft Why the best design leaders are learning to balance rapid production with intentional decision-making What “craft” means in the era of AI-powered design workflows How Latin American and European design communities are approaching AI differently Why curiosity, research, and soft skills are becoming more important in modern product teams How leaders can stay closer to customers while adopting new AI tools and workflows Why the future of design may look more multidisciplinary and collaborative again Resources & links Pedro Hernandez on LinkedIn (https://www.linkedin.com/in/pedrohernandez/) Figma's Config (https://config.figma.com/) Figma’s State of Design report (https://www.figma.com/state-of-design/) Manú Bartlett on LinkedIn (https://www.linkedin.com/in/manubartlett/) Nathan Isaacs on LinkedIn (https://www.linkedin.com/in/nathanisaacs/) Learn more about Insights Unlocked: https://www.usertesting.com/podcast
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Is speed is hurting your creativity in design?
2w ago00:45:16Summary readyEpisode web page: https://bit.ly/4usbxdt Episode summary:In this episode of Insights Unlocked, host Jason Giles sits down with design leadership coach Andy Polaine to explore what it really means to be a designer in an age of AI, speed, and constant delivery pressure. Drawing on decades of experience across design, education, and coaching, Andy unpacks the hidden cost of prioritizing efficiency over creativity—and why the most impactful work often comes from slowing down. Andy introduces the concept of “noodling”—intentional exploration and experimentation—and explains why it’s essential for deeper thinking, better design outcomes, and meaningful innovation. He also dives into the “design leadership dip,” a common identity shift designers face as they move into leadership roles and away from hands-on craft. The conversation challenges the industry’s obsession with speed, highlighting how over-reliance on tools and automation can lead to homogenized work, shallow thinking, and a loss of human connection. Andy and Jason also discuss how AI is reshaping design workflows, why it should be used with intention rather than as a shortcut, and how leaders can create space for creativity without sacrificing quality. Ultimately, this episode is a call to return to the core of design: understanding people, thinking deeply, and creating with purpose—not just speed. You’ll learn: Why slowing down can lead to better design and stronger outcomes What “noodling” is—and why experimentation is critical to creativity How the “design leadership dip” impacts identity and confidence The risks of over-optimizing for speed, efficiency, and AI-driven output Why human connection and observation still matter in research and design How leaders can create space for exploration without losing momentum What it really means to be a designer in a rapidly evolving tech landscape Resources & links: Andy Polaine website: https://www.polaine.com/ Service Design: From Insight to Implementation (https://rosenfeldmedia.com/books/service-design-second-edition/) Andy Polaine on LinkedIn (https://www.linkedin.com/in/apolaine/) Andy’s newsletter (https://newsletter.polaine.com/) Andy’s podcast (https://podcasts.apple.com/us/podcast/power-of-ten-with-andy-polaine/id1525087545) Nathan Isaacs on LinkedIn: https://www.linkedin.com/in/nathanisaacs/ Learn more about Insights Unlocked: https://www.usertesting.com/podcast
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From SaaS to retention as a service: how AI is changing customer success
3w ago00:37:42Summary readyEpisode web page: https://bit.ly/4d9cvE4 Episode summary In this episode of Insights Unlocked, Nathan Isaacs sits down with Gainsight SVP and UnChurned host Josh Schachter to explore how AI is transforming customer success—from scaling feedback collection to redefining retention as an outcome-driven discipline. Drawing on his journey from product leader to “relational founder,” Josh shares why building authentic relationships is still a competitive edge, even in an AI-first world, and how teams can combine human insight with agentic workflows to better understand, prove, and deliver customer value. What you’ll learn Why customer success is shifting from SaaS to “retention as a service” How AI enables teams to capture and synthesize customer feedback at scale What separates high-performing customer success teams from the rest Why strong customer relationships still matter more than ever in an AI-driven world How to build effective agentic workflows (and common pitfalls to avoid) What the “retention apocalypse” means—and how to stay ahead of it How product, UX, and marketing teams can directly impact retention Why high-quality customer conversations are the foundation of effective AI Resources & links Josh Schachter on LinkedIn ( https://www.linkedin.com/in/jschachter/) Gainsight ( https://www.gainsight.com/) Gainsight’s Atlas ( https://www.gainsight.com/solutions/ai/) UnChurned podcast and newsletter ( https://unchurned.gainsight.com/) Nathan Isaacs on LinkedIn ( https://www.linkedin.com/in/nathanisaacs/)
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Designing with AI: speed is up—are solutions?
May 400:37:44Summary readyLouis Rosenfeld and Llewyn Paine join the show to discuss the upcoming Designing with AI conference and explore how AI is reshaping UX design, workflows, and the future role of designers. Listeners can save $75 on their registration. Use code: INSIGHTS75 Episode web page: https://bit.ly/4cJ7Xp4 Episode summary: In this episode of Insights Unlocked, host Lija Hogan sits down with Louis Rosenfeld, founder of Rosenfeld Media, and Llewyn Paine, innovation strategy leader and curator of the Designing with AI conference, to explore how AI is reshaping the design landscape. As AI adoption accelerates across industries, designers and researchers are facing a new reality—one where speed, automation, and intelligent systems challenge traditional notions of craft, creativity, and value. Louis and Llewyn unpack the tensions between efficiency and intentionality, and explain why now is the time for design practitioners to slow down, ask better questions, and ground their work in evidence. They also dive into the evolving role of designers as orchestrators of human and machine collaboration, the rise of AI agents as both users and teammates, and what it really means to design responsibly in an AI-augmented world. The conversation offers a preview of the upcoming Designing with AI 2026 conference, a virtual event focused on helping practitioners navigate these shifts with practical case studies, peer learning, and thoughtful dialogue. Ultimately, this episode is a call to action: embrace AI’s potential—but do so with clarity, curiosity, and a deep commitment to human-centered design. You’ll learn: Why AI is forcing a rethink of the design process—not just the tools How to balance speed and efficiency with creativity, craft, and intention What it means to design in a world where AI agents are both users and collaborators Why evidence-based thinking is critical in cutting through AI hype How the role of designers is shifting from makers to orchestrators The biggest risks, blind spots, and opportunities emerging in AI-driven design What makes the Designing with AI conference a unique space for learning and connection About the Designing with AI conference Designing with AI 2026 is a virtual conference hosted by Rosenfeld Media, taking place June 9–10. The event brings together designers, researchers, and product leaders to explore how AI is transforming the end-to-end design process. USE CODE INSIGHTS75 and save $75. https://rosenfeldmedia.com/designing-with-ai/ Attendees can expect: Real-world case studies and practical applications Collaborative speaker cohorts that build cohesive, cross-referenced insights Interactive attendee cohorts for deeper discussion and networking Access to recordings, resources, and ongoing learning materials The conference is designed for practitioners across experience levels—from early-career designers to seasoned leaders—who want to better understand how to integrate AI into their workflows responsibly and effectively. Resources & links Learn more about the Designing with AI conference (https://rosenfeldmedia.com/designing-with-ai/) Louis Rosenfeld on LinkedIn ( https://www.linkedin.com/in/louisrosenfeld/) Llewyn Paine on LinkedIn ( https://www.linkedin.com/in/llewyn/) Lija Hogan on LinkedIn ( https://www.linkedin.com/in/lija-hogan-894769/) Nathan Isaacs on LinkedIn (https://www.linkedin.com/in/nathanisaacs/) Explore more episodes of Insights Unlocked (https://www.usertesting.com/resources/podcast)
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Business storytelling with AI that drives clarity and trust with Gabrielle Dolan
Apr 2700:37:20Summary readyEpisode web page: https://bit.ly/3QyiQBi Episode summary: In this Insights Unlocked episode, Nathan Isaacs sits down with Gabrielle Dolan, global expert on business storytelling and author of Story Intelligence, to explore how authentic storytelling helps leaders communicate with clarity, build trust, and inspire action. Gabrielle shares her journey from the tech world into storytelling, explaining why stories—not just data—are the most powerful way to influence decisions and drive change within organizations. The conversation dives into the concept of “story intelligence,” defined as the ability to purposefully and skillfully use authentic stories to connect, engage, and inspire. Gabrielle explains how even small, everyday anecdotes—especially those drawn from customer insights or real experiences—can be more impactful than statistics alone. She also discusses the “curse of knowledge,” why leaders often struggle to communicate effectively, and how storytelling bridges that gap by making messages more memorable and relatable. Nathan and Gabrielle also explore the role of AI in storytelling, highlighting how it can serve as a creative partner—but not a replacement—for human experience and authenticity. Gabrielle shares practical advice for finding, structuring, and delivering stories, as well as how organizations can build a culture of storytelling to better align teams and influence outcomes. You’ll learn: What “story intelligence” is and why it’s a critical leadership skill Why authentic stories are more persuasive than data alone How to turn customer insights and anecdotes into compelling narratives The impact of the “curse of knowledge” on communication—and how to overcome it Best practices for using AI as a storytelling partner without losing authenticity Simple techniques for crafting concise, memorable, and effective stories Resources & links Gabrielle Dolan on LinkedIn ( https://www.linkedin.com/in/gabrielledolan/) Story Intelligence: The Craft of Authentic Storytelling Made Smarter with AI (https://www.amazon.com/Story-Intelligence-Authentic-Storytelling-Smarter/dp/1394360878) Nathan Isaacs on LinkedIn (https://www.linkedin.com/in/nathanisaacs/) Learn more about Insights Unlocked: https://www.usertesting.com/podcast
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The truth about consumer insights marketing with Archer's Andrew Thomas
Apr 2000:49:04Summary readyEpisode web page: https://bit.ly/4tCByqh Episode summary: In this episode of Insights Unlocked, Nathan Isaacs sits down with Andrew Thomas, head of marketing at Archer, to explore how deeply understanding consumer behavior—not just data—drives effective brand building and sustainable growth. Andrew shares lessons from scaling Archer into a nationally recognized brand, including how simplifying messaging, embracing distinctive brand assets, and aligning insights across product, packaging, and campaigns can unlock breakthrough performance. The conversation dives into the realities of modern marketing—from avoiding internal echo chambers to balancing creativity with business impact—and why intuition, when paired with data, remains a critical decision-making tool. Andrew also discusses the challenges of rebranding in a crowded market, how to measure success beyond awareness, and where AI is (and isn’t) transforming marketing workflows today. You’ll learn: Why consumers don’t think in categories—and how that impacts brand strategy How simplifying messaging can drive stronger engagement and growth The role of distinctive brand assets in standing out on crowded shelves How to balance bold creativity with measurable business outcomes Why intuition is still essential in a data-driven marketing world How to evaluate brand performance across both awareness and sales metrics Practical ways AI can accelerate insights and decision-making (without replacing marketers) Resources & links Andrew Thomas on LinkedIn (https://www.linkedin.com/in/andrew-j-thomas/) Archer Meat Snacks (https://archerjerky.com/) Nathan Isaacs on LinkedIn (https://www.linkedin.com/in/nathanisaacs/) Learn more about Insights Unlocked: https://www.usertesting.com/podcast
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From Velcro to glue: Designing workplace connections that stick with Stephen Baer
Apr 1300:36:08Summary readyEpisode web page: https://bit.ly/3Odmj7r Epsiode description In this episode of Insights Unlocked, Nathan Isaacs sits down with Stephen Baer, author of Stickology: How to Build Unbreakable Connections with Employees and Customers for Life, to explore why engagement is the true engine behind business performance—not just a feel-good initiative. Drawing on more than 30 years of experience across gaming, corporate leadership, and behavioral science, Stephen introduces a powerful framework for understanding connection in organizations: “Velcro vs. glue.” He explains why most companies rely on fast, surface-level engagement that fails under pressure—and what it takes to build deeper, more resilient relationships with both employees and customers. Stephen also unpacks the critical link between employee experience and customer experience, sharing why disengagement shows up long before metrics drop—and how leaders can spot early warning signs. From designing for belonging in product and UX to embedding purpose into everyday decisions, this conversation offers a practical roadmap for creating organizations that truly “stick.” Along the way, Nathan and Stephen discuss the role of leadership, the importance of coaching over managing, and why not all friction is bad—highlighting how thoughtful, human-centered moments can actually strengthen trust and loyalty. You'll learn: Why engagement is a business strategy, not an HR initiative How employee experience directly impacts customer experience The difference between “Velcro” and “glue” organizations Early warning signs of employee and customer disengagement How to design for belonging in products and experiences What “good friction” is—and why it builds trust How to turn purpose into everyday operational decisions A practical 30-60-90 day approach to improving engagement Episode links Stephen Baer's website (https://stephenbaer.com/#home-section Stickology book (https://www.amazon.com/Stickology-Unbreakable-Connections-Employees-Customers/dp/9699592532) Stephen Baer on LinkedIn (https://www.linkedin.com/in/stephenbaer/ Nathan Isaacs on LinkedIn (https://www.linkedin.com/in/nathanisaacs/) Learn more about Insights Unlocked: https://www.usertesting.com/podcast
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Your UI might already be obsolete as AI reshapes customer experience
Apr 600:38:23Summary readyEpisode web page: https://bit.ly/4sPOsRj Episode summary In this episode of Insights Unlocked, Nathan Isaacs is joined by Mike Mace and Michael Domanic to explore how AI is fundamentally reshaping customer experience, user journeys, and digital strategy. From the rise of conversational interfaces to the emergence of agentic AI, they unpack why traditional UX patterns and marketing funnels are quickly becoming obsolete—and what teams need to do instead. Mike and Michael break down two major shifts: how conversational AI is changing the way people interact with technology, and how AI agents are beginning to act on behalf of customers. They discuss why trust, tone, and personality are now critical components of UX, how AI is disrupting the path to purchase, and why companies must rethink how they design, test, and deliver experiences. The conversation also explores the rapid pace of AI adoption, the risks of focusing on novelty over real customer value, and how teams can balance immediate action with ongoing experimentation. Ultimately, this episode is a call to rethink not just tools—but the entire relationship between humans and technology. You’ll learn: Why conversational AI is changing how users interact with products How AI is disrupting traditional customer journeys and marketing funnels What agentic AI is and how it impacts digital experiences Why trust, tone, and personality matter in AI-driven UX How to rethink testing for AI-powered products Where to act now vs. where to experiment with AI Resources & links Mike Mace on LinkedIn (https://www.linkedin.com/in/mikemace/) Michael Domanic on LinkedIn (https://www.linkedin.com/in/michaeldomanic/) Nathan Isaacs on LinkedIn (https://www.linkedin.com/in/nathanisaacs/) How to test AI: A practical guide for evaluating AI user experience and product design (https://www.usertesting.com/blog/how-test-ai-practical-guide-evaluating-ai-user-experience-and-product-design) Learn more about Insights Unlocked: https://www.usertesting.com/podcast
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The truth about UX research for AI (it’s not just about usability) with Priyanka Kuvalekar
Mar 3000:46:45Summary readyEpisode web page: https://bit.ly/47II2Ll Episode summary: In this episode of Insights Unlocked, host Lija Hogan sits down with Priyanka Kuvalekar, senior UX researcher at Microsoft, to explore how AI is reshaping user experience research and what it takes to build trustworthy, human-centered AI products. Priyanka shares her journey from architecture to UX research and offers a behind-the-scenes look at how she evaluates AI experiences—moving beyond usability to focus on trust, emotional response, and inclusivity. The conversation dives into how researchers can stay strategic in a fast-evolving AI landscape, the growing importance of accessibility and diverse user perspectives, and why trust is the defining factor of great AI experiences. Priyanka also shares practical ways researchers can integrate AI into their workflows, partner more effectively with cross-functional teams, and evolve their skill sets to remain impactful. You’ll learn: Why trust—not just usability—is the foundation of great AI experiences How UX research methods are evolving to measure emotion, behavior, and credibility Ways to evaluate AI outputs for accuracy, consistency, and transparency How researchers can influence product strategy instead of just validating decisions Practical tips for using AI tools to speed up research workflows Why accessibility and inclusive research are critical in AI development How to build AI fluency and stay relevant in a rapidly changing field Resources & links Priyanka Kuvalekar on LinkedIn ( https://www.linkedin.com/in/priyanka-kuvalekar/) Priyanka’s UX content on Instagram ( https://www.instagram.com/uxr.pri/) Nathan Isaacs on LinkedIn (https://www.linkedin.com/in/nathanisaacs/) Learn more about Insights Unlocked (https://www.usertesting.com/resources/podcast)
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