How great product teams use customer insights differently with Jeff Lash
23/03/2026 | 52min
Episode web page: https://bit.ly/4bC3uCy
Episode summary:In this episode of Insights Unlocked, host Mike McDowell sits down with Jeff Lash, VP of Product Management at Insperity, to explore how product leaders can turn customer insight into smarter decisions and better outcomes.
Drawing on decades of experience across UX, product management, and consulting, Jeff shares practical advice on balancing voice of the customer with business strategy, avoiding common roadmap pitfalls, and building high-performing, customer-centric teams.
Jeff explains why product teams often misinterpret customer feedback, emphasizing the importance of asking better questions and digging deeper into the “why” behind what customers say. He also highlights how over-reliance on processes, artifacts, or quantitative data can obscure real insight—and why qualitative research remains a powerful, often underutilized tool.
The conversation dives into how teams can prioritize effectively, align around strategy, and avoid getting stuck in reactive “firefighting” mode. Jeff also shares how successful teams use customer insight as a unifying force across stakeholders, while maintaining a growth mindset that drives continuous improvement.
You’ll learn:
Why asking better follow-up questions leads to better product decisions
How to balance qualitative and quantitative customer insights
Common mistakes teams make when relying on roadmaps and feedback
How to prioritize effectively without getting stuck in reactive work
Why voice of the customer should act as a “great equalizer” across teams
How a growth mindset helps product teams continuously improve
Resources & links:
Jeff on LinkedIn (https://www.linkedin.com/in/jefflash/)
Jeff’s website (https://www.jefflash.com/)
The Insperity website (https://www.insperity.com/)
Mike McDowell on LinkedIn (https://www.linkedin.com/in/mmcdowell1/)
Nathan Isaacs on LinkedIn (https://www.linkedin.com/in/nathanisaacs/)
Learn more about Insights Unlocked: https://www.usertesting.com/podcast
Measuring the ROI of Customer Insights
16/03/2026 | 29min
Episode web page: https://bit.ly/4rZmjXj
Episode summary: In this episode of Insights Unlocked, Nathan Isaacs sits down with Dave Kerry Davies, UserTesting’s Global Value Engineering Director, to tackle one of the most persistent challenges facing research and insights teams: proving ROI.
Drawing on conversations with more than 500 organizations, Dave shares a surprising pattern—most teams don’t struggle with complex financial modeling; they simply fail to measure ROI at all. The result? A “PR problem” for research teams, where executives call for customer-centricity but don’t clearly see the financial impact of insights work.
Dave breaks down four core value drivers—business growth, faster innovation, reduced operational costs, and risk mitigation—and explains how teams can translate customer experience improvements into measurable business outcomes. Through practical examples (from digital banking to municipal websites), he shows how reducing friction, shifting research earlier in the product lifecycle, and aligning with executive priorities can directly impact revenue, cost savings, and strategic decision-making.
The conversation also explores how framing insights through executive empathy—understanding what makes a great day for your boss—can transform internal conversations, reduce political friction, and earn research a true seat at the table. Dave offers simple, actionable advice for teams just getting started: track your work, state your assumptions, collaborate cross-functionally, and iterate on your ROI story over time.
You’ll learn:
Why failing to measure ROI creates a visibility and credibility gap for research teams
The four value drivers that connect insights work to executive priorities
How to quantify friction in customer journeys and tie it to revenue and cost impact
Why “shifting left” reduces rework and increases product success
How executive empathy can improve alignment and reduce internal politics
Practical first steps to start building your own ROI model
Resources & links:
How to measure UX ROI and impact (https://www.usertesting.com/blog/how-measure-ux-roi-and-impact)
The ROI of consumer insights when building digital finance products (https://www.usertesting.com/blog/roi-consumer-insights-when-building-digital-finance-products)
Dave Kerry on LinkedIn (https://www.linkedin.com/in/david-kerry/)
Nathan Isaacs on LinkedIn (https://www.linkedin.com/in/nathanisaacs/)
Learn more about Insights Unlocked: https://www.usertesting.com/podcast
Designing for frontline workers in a digital world with Samsara's Andrew Ackermann
09/03/2026 | 41min
Episode web page: https://bit.ly/4baZCZ9
Episode summary
In this episode of Insights Unlocked, host Blair Fraser sits down with Andrew Ackermann, VP of Product Design at Samsara, to explore what it really takes to design technology for frontline workers—the people powering the physical economy.
Andrew shares how his early exposure to design shaped his career, and why he was drawn to building AI-powered tools for industries like transportation, logistics, and field operations. From ride-alongs with truck drivers to observing mechanics at work, he explains why designing for the frontline requires deep humility, real-world immersion, and a relentless focus on eliminating friction.
The conversation dives into the hidden complexity of physical operations, the challenge of replacing paper-based systems with truly better digital tools, and why “elegance” is a guiding principle for creating experiences that feel seamless—even in gritty, unpredictable environments. Andrew also reflects on his transition from Google to Samsara, the difference between designing for moments that matter versus mission-critical daily workflows, and how AI is accelerating product development while raising the bar for quality and value.
You’ll learn:
Why field research and in-person observation uncover insights remote research can’t
How frontline workers often create their own “workarounds”—and what that reveals about product gaps
What it means to design tools that are truly better than paper and pencil
Why elegance, humility, and curiosity are essential for enterprise product design
The difference between high-volume consumer design and mission-critical B2B software
How rapid prototyping and tight feedback loops drive adoption and trust
The role AI will play in accelerating product development—and the challenge of cutting through the noise
Resources & links
Andrew Ackermann on LinkedIn (https://www.linkedin.com/in/anackermann/)
Learn more about Samsara (https://www.samsara.com/)
Blair Fraser on LinkedIn (https://www.linkedin.com/in/mrblairfraser/)
Nathan Isaacs on LinkedIn (https://www.linkedin.com/in/nathanisaacs/)
Learn more about Insights Unlocked https://www.usertesting.com/podcast
Speed is no longer the constraint in product design—judgment is | Figma's Andrew Hogan
02/03/2026 | 47min
Episode web page: https://bit.ly/4sg3a3k
Episode summary:
In this episode of Insights Unlocked, Jason Giles sits down with Andrew Hogan, who leads insights at Figma, to explore what the future of design looks like as AI reshapes product development.
Drawing from Figma’s State of Design 2026 report and recent hiring research, Andrew shares why more people than ever are participating in design—and what that means for craft, quality, and leadership. With 60% of new Figma files created by non-designers, design is becoming shared infrastructure across organizations.
Andrew and Jason unpack the tension between speed and confidence in AI-enabled workflows, debating whether craft is about polish, problem solving, or something deeper. They explore why taste and discernment matter more in a world where you can generate 30 design variations in seconds—and how leaders must define what “good” looks like if they want to scale quality.
The conversation also dives into hiring trends, the growing demand for senior designers who can navigate complexity, and the importance of strong design systems as more cross-functional teams begin prototyping. Ultimately, the episode reframes AI not as a replacement for designers, but as an accelerator that increases the need for thoughtful validation, customer understanding, and clear decision-making.
You’ll learn:
Why AI makes taste and discernment more important—not less
What the State of Design 2026 reveals about craft and hiring trends
Why speed is increasing faster than confidence
How design systems help scale quality across teams
What leaders should define before scaling AI-driven workflows
How to avoid false confidence when using AI prototypes
Why design is becoming infrastructure inside modern organizations
Resources & links:
Andrew Hogan on LinkedIn (https://www.linkedin.com/in/ahhogan/)
Figma State of Design 2026 report (https://www.figma.com/reports/state-of-the-designer-2026/)
IDC study on the growing design workforce (https://www.figma.com/blog/idc-design-population-study/)
Jason Giles on LinkedIn (https://www.linkedin.com/in/jaygiles/)
UserTesting’s latest report: Defensible Design in the Age of AI (https://www.usertesting.com/resources/reports/defensible-design-in-the-age-of-ai)
Nathan Isaacs on LinkedIn (https://www.linkedin.com/in/nathanisaacs/)
Learn more about Insights Unlocked: https://www.usertesting.com/podcast
How staff designers can lead without being managers with Catt Small
23/02/2026 | 45min
Episode web page: https://bit.ly/4tH0nSl
Leading without the title: The real power of the staff designer
What does it take to grow your impact as a designer—without becoming a manager?
In this episode of Insights Unlocked, host Jason Giles sits down with Catt Small, staff product designer, game maker, and author of The Staff Designer, to unpack the evolving role of senior individual contributors in design organizations.
Catt shares her unconventional journey from creating digital dress-up dolls as a kid to shaping products at Etsy and Asana—and how those experiences shaped her perspective on leadership, influence, and creative confidence.
At the heart of the conversation: a mindset shift. Moving from being told what to design to diagnosing what matters most.
What you’ll learn in this episode
The misunderstood role of the staff designer: Catt explains why the staff-level IC role often feels ambiguous—and how influence, not authority, becomes your primary tool. She breaks down what “building influence” actually means in practice and why it’s more intentional than mystical.
Invisible work and strategic impact: From relationship building to cross-team alignment, much of a staff designer’s impact happens behind the scenes. Catt explores how to prioritize the work that truly moves the business forward—and avoid getting stuck in “glue work” that doesn’t drive career growth.
From craft to communication: Design leadership at the IC level requires a shift from pixel perfection to clarity of thinking. Catt shares why low-fidelity diagrams and conceptual artifacts often create better alignment than polished UI—and how to coach teams away from jumping into high fidelity too soon.
Navigating politics with integrity: If you’ve ever felt “allergic to politics,” this conversation reframes the idea. Catt explains how understanding motivations, fears, and power dynamics is less about manipulation—and more about empathy, curiosity, and emotional intelligence.
Managing energy like a product: Influence takes energy. Catt shares practical strategies for auditing your calendar, designing your workweek intentionally, and partnering with your manager to balance short-term execution with long-term strategy.
AI as a tool, not a replacement: AI is another tool in the designer’s toolkit—but you’re still the creative director. Catt discusses how to use AI to accelerate research and exploration without outsourcing your thinking or critical judgment.
A key takeaway: Leadership is a mindset
One of the most powerful themes in this episode is confidence. Staff-level designers aren’t waiting for permission—they step into leadership by trusting their experience, sharing their perspective, and partnering across the organization.
As Catt reflects, the transition is uncomfortable at first. But the shift from execution to influence starts with believing you belong in the room.
Resources & links
Catt Small on LinkedIn (https://www.linkedin.com/in/cattsmall/)
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.
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