Best practices for activating your customer insights

Insights Unlocked

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The Human Insight Summit (THiS) PROMO Code

The Human Insight Summit (THiS) is headed to Austin, Texas, this October 28-30. THiS is our annual, in-person customer conference dedicated to helping organizations understand their customers by showing and sharing, first-hand, the possibilities of using human insight across the business. Get $100 off your registration with the podcast listener code: UNLOCKED. Learn more or register.

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Show Notes

In this episode, Michelle Engle sits down with Matt Harrell, a seasoned expert in product management and customer experience, to explore the power of user research and how to turn insights into tangible product improvements. As VP of Customer Experience at Givebacks, Matt shares his experience with developing customer-first products and discusses the impact of research on business outcomes.

Key Themes:

1. Customer-Centric Product Development: Matt highlights how integrating user experience (UX) with product design is critical for creating products that meet real customer needs. He discusses his journey from software development to customer experience, emphasizing the inseparable relationship between product and customer experience.
2. Prioritizing Research for Business Impact: Matt explains how his team prioritizes research initiatives based on business goals and quarterly OKRs (Objectives and Key Results). This ensures that user research is aligned with strategic objectives, helping the team stay focused on what matters most to the business and its customers.
3. The Importance of Pre-Research Alignment: Before conducting any user testing, Matt stresses the importance of aligning on what’s being tested and the expected outcomes. By ensuring all stakeholders agree on the research objectives upfront, his team avoids confusion and maximizes the value of their findings.
4. Sharing Research Findings Effectively: Matt provides insights into how his team shares research results through detailed reports that include user insights, data visualizations, and highlight reels. This process helps stakeholders easily understand the key takeaways and encourages informed decision-making across the organization.
5. Governance in User Experience: Governance plays a crucial role in ensuring consistency in design and messaging across digital experiences. Matt discusses how Give Backs implements governance strategies to keep their tools and customer interactions cohesive, ensuring a seamless user experience.
6. Voice of Customer (VOC) Reports: A key tool in Matt’s approach is the Voice of Customer (VOC) report, which compiles feedback from various sources, including NPS scores and customer support data. These reports bridge the gap between raw user feedback and actionable business decisions, ensuring that all teams stay connected to the customer’s voice.

Resources Mentioned:

• Learn more about Givebacks and how you can support causes through everyday purchases at Givebacks.com
• Connect with Matt Harrell on LinkedIn