Cover art for podcast Awkward Silences

Awkward Silences

93 EpisodesProduced by User InterviewsWebsite

Welcome to Awkward Silences by User Interviews, where we interview the people who interview people. Listen as we geek out on all things UX research, qualitative data, and the craft of understanding people to build better products and businesses. Hosted by Erin May and JH Forster, VPs of growth/marke… read more

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#92 - What Librarians Can Teach UXRs about Insights Repositories with Nada Alnakeeb of DoorDash and Joanna Perez of Netflix

May 5th, 2022


Public libraries have been using insights repositories for decades—and it’s time user research teams catch up. This week, we’re joined by Nada Alnakeeb, Head of Design and Research Operations at DoorDash, and Joanna …

#91 - Design Psychology with Thomas Watkins of 3Leaf

April 20th, 2022


What is design psychology? Thomas Watkins of 3Leaf compares it to ergonomics—both fields aim to make products feel as comfortable as possible for …

#90 - The State of User Research 2022 with Roberta Dombrowski

April 5th, 2022


The State of User Research 2022 Report unpacks the data from our international survey of UX researchers and people who do research as part of their jobs. This week, we met with Roberta Dombrowski, VP of User Research at …

#89 - UX Agencies: Setting Clients Up for Success with Karen VanHouten

March 30th, 2022


Doing user research in an agency setting comes with its own set of challenges—from context switching to stubborn clients to less-than-optimal tool …

#88 - Research Operations for Democratization at Scale

March 2nd, 2022


The democratization of research continues to grow—and with it, the complexities of research operations. This week, we chatted with Garrett Tsukada, Head of Customer Connect UX Research Operations at Intuit about how …

#87 - User Interviews 201: Leveling Up Your Interviews with Therese Fessenden of NN/g

February 15th, 2022


You’ve mastered the basics, but now it’s time to take your interviews to the next level. This week, we chatted with Therese Fessenden, Senior User Experience Specialist at NN/g about how to get even better at …

#86 - Research is Everyone’s Job: The Democratization of Research with Jonathan Widawski, CEO of Maze

February 1st, 2022


Should everyone do research? It’s a tricky question. Yes, research is a craft that takes years to master. But on the other hand, if we want research …

#85 - So Meta: Doing User Research at UXR Company with Roberta Dombrowski of User Interviews

January 18th, 2022


It’s our most meta episode yet. Today, we chatted with Roberta Dombrowski, VP of User Research at User Interviews, about doing user research about user researchers at a user research company. Listen in to learn about …

#84 - B2B Recruiting with Matthew Morrison of Braze

January 4th, 2022


Recruiting participants for user research is hard. Recruiting participants from a pool of your own customers? Somehow even harder. There’s client …

#83 - Being Black in UX Research with Dr. Lisanne Norman of Gusto

December 20th, 2021


What’s it like to be black in UX right now? Are companies sticking by their plans for diversity and inclusion? How do researchers ensure their work is as inclusive as possible? This week on the podcast, Dr. Lisanne …

#82 - Games User Research — with Steve Bromley

December 8th, 2021


Creating a video game requires more than just development time and coding—to make sure the experience is enjoyable, you have to test it. In this episode, User Researcher Steve Bromley joins us to discuss the nuances of …

#81 - Building a Healthy Research Culture with Gregg Bernstein of Condé Nast

November 23rd, 2021


How do you build a long lasting research practice? Aim for a healthy one. Gregg Bernstein, User Research Lead at Condé Nast is here to show you how. He’s led research teams at Vox and Mailchimp.

This week on the …

#80 - UX Research and Arab Cultures – with Norah Abokhodair of Microsoft

November 9th, 2021


Doing research with users from different cultures is (very, very) important. It can also be complicated. In this episode, we are joined by Norah …

#79 - Participatory Research – with Alexis McNutt Unis of Better

October 27th, 2021


What is participatory research? And how do you include it in your UXR practice? Alexis McNutt Unis, Lead UX Researcher, Homeowner Experience at …

#78 - Accessible UXR: Recruiting and Researching Participants with Disabilities – with Samuel Proulx of Fable

October 12th, 2021


We learned so much in this week’s episode of Awkward Silences. Samuel Proulx, Accessibility Evangelist at Fable, joined us to talk to us about …

#77 - Breaking Into User Research – with Eniola Abioye of SVB

September 29th, 2021


Eniola Abioye—Senior UX Design Researcher at Silicon Valley Bank and user research career coach—joined us for a special live episode of Awkward …

#76 - UXRs Need to Care About the Business, Too – with Zack Naylor of Aurelius

September 21st, 2021


This week we’re joined by Zack Naylor, CEO and co-founder of UX research tool Aurelius. We spoke about what researchers need to know about their …

#75 - Debunking UX Research Myths with Zach Schendel of DoorDash

September 8th, 2021


As a seasoned researcher who has led teams at Unilever, Netflix, and DoorDash,  Zach Schendel has come up against every type of skeptical stakeholder …

#74 - Building a Product Vision with Rajesh Nerlikar of Prodify

August 24th, 2021


Rajesh Nerlikar works with companies to help them build great products. As the CEO of Prodify, he and his team advise startups on how to build …

#73 - Getting Stakeholder Buy-In at a Large Organization with Meg Pullis Roebling of BNY Mellon

August 10th, 2021


Meg Pullis Roebling, Head of CX Research, Data & Analytics Solutions at BNY Mellon, talks us through her approach to building relationships with …

#72 - How to Ask Great UX Research Questions with Amy Chess of Amazon

July 27th, 2021


Great user research projects start with great research questions.

This week on the podcast, Amy Chess, UX Researcher at Amazon, explains why you can’t do great user research without the asking right research questions. …

#71 - Running a Blended Research Team with Dave Chen of Flipp

July 13th, 2021


Insights can come from a lot of different places. Dave Chen, Director of Consumer Insights at Flipp, talks about how he streamlines insights with a blended UX, CX, and market research team. His team takes feedback from …

#70 - Radical Listening and Practical Empathy with Babz Jewell of Variant

June 29th, 2021


What the heck is empathy, anyway? What does empathetic research really look like in practice? Babz Jewell—an ethnographic sociologist and Principal …

#69 - Thinking Styles and "Average" Users with Indi Young

June 18th, 2021


Indi Young, independent Qualitative Data Scientist, researcher, author, educator, and thought leader joined our hosts to explain how designing for the “average user” can marginalize and harm real people. Indi shared how …

#68 - Actionable Generative Research with Lucy Denton of Dovetail

June 1st, 2021


Lucy Denton, Product Design Lead at Dovetail, spoke with Erin and JH about how she tackled a large-scale opportunity research project with a small …

#67 - Growing a UX Research Startup with Basel Fakhoury of User Interviews and Benjamin Humphrey of Dovetail

May 18th, 2021


This week we’re mixing things up a bit. In this special episode, Basel Fakhoury, CEO and cofounder of User Interviews, and Benjamin Humphrey, CEO and cofounder of Dovetail, sat down for a conversation about starting a …

#66 - Agile Research Ops with Joey Encarnacion of Slack

May 4th, 2021


How do you measure success in a still-evolving field? Joey Encarnacion, Senior Research Operations Lead at Slack, has been working in research ops …

#65 - The Best of Awkward Silences (So Far)

April 30th, 2021


To celebrate our launch on Product Hunt, we're taking some time to reflect on what Awkward Silences is all about. We'd appreciate your support in our (belated) launch here:

#64 - Civic Tech with Cyd Harrell

April 20th, 2021


Whether you’re paying a parking ticket or getting a divorce, chances are high that you’ll go through some (if not all) of that process online. Chances are also good that the UX of that process will be… not great. Cyd …

#63 - Information Architecture in UX with Page Laubheimer of NN/g

April 6th, 2021


Information architecture is everywhere. Page Laubheimer, Senior User Experience Specialist at Nielsen Norman Group, joins our hosts to shed some light on the complicated topic of IA and how the way we organize data …

#62 - The State of User Research with Katryna Balboni

March 23rd, 2021


Katryna Balboni, the content director at User Interviews, joins our hosts to dive into the data from our State of User Research 2021 report. They chat about the challenges of survey design and distribution, the impact …

#61 - The Role of Research in CX Transformation with Kim Salazar of Nielsen Norman Group

March 9th, 2021


Is your company truly customer-centric? Are your systems actually helping you create better experiences for your customers?

Last week, Kim Salazar, …

#60 - Discovery Research and Interview Skills with Maria Rosala of Nielsen Norman Group

February 18th, 2021


Are your research discoveries really discoveries? Or are you collecting validation for your own assumptions?

That’s just one of the big questions …

#59 - Ethical Hacking, Information Security, and UX with Ted Harrington of ISE

February 1st, 2021


Building great products is hard. Building great, secure, products is even harder. This week on Awkward Silences, we talked to Ted Harrington about the intersection between security and UX. He outlined what exactly …

#58 - The Lone UXR: Being a UX Research Team of One with Izzy Nichols

January 19th, 2021


Being a research team of one isn’t easy. When you’re the only researcher at a company, you have to do every type of research, recruiting, planning, and analysis by yourself—all without the resources of a large team. But …

#57 - Research Amid Sudden Change: Working on Google Classroom During COVID with Amanda Rosenburg of Google.

January 5th, 2021


In March 2020, Google Classroom’s user base grew from 30 million to hundreds of millions almost overnight. As schools closed, teachers needed new …

#56 - 2020, UXR Year In Review

December 22nd, 2020


The year is wrapping up and it’s finally time to say bye forever to 2020 👋. The hosts of Awkward Silences, Erin May and JH Forster, took this opportunity to reflect on some of the things that happened in research this …

#55 - So You Want to Be In Research Ops? How Roy Olende of Zapier Made The Switch

December 8th, 2020


There is a growing need for research operations.

As more companies embrace the importance of user research and scale their UXR efforts, a dedicated ops function is quickly becoming a necessity.

Research ops—which …

#54 - From Start to Finish: End-to-End Experience Teams with Danielle Smith of Express Scripts

November 24th, 2020


Understanding your product from start to finish is easier said than done. The same goes for integrating research into every stage of a project. …

#53 - Everything in Context: Anthropology and User Research with Vanessa Whatley of Google

November 10th, 2020


User research and anthropology have more in common that you may realize. Both involve studying the way people interact with their surroundings and …

#52 - The Missing Ingredient: How Storytelling Can Make User Research More Impactful with Harrison Wheeler, UX Design Manager at LinkedIn

October 28th, 2020


People are 22% more likely to remember something when it’s presented as a story, rather than a cut and dry fact. So if you’re struggling to get …

#51 - Uncharted Territory: AI, User Research, and What’s Next with with Hana Nagel Service Designer at Element AI

October 14th, 2020


AI is becoming a part of everything we do. With voice-activated smart homes, ad targeting algorithms, and increasingly smart cars, AI is more and more a part of the fabric of daily life. But how do we make sure AI is …

#50 - To Manage or Not to Manage? Leveling Up Your UX Research Career with Amber Davis, UXR Director at Audible

September 30th, 2020


It's time to take the next step in your research career, but is management right for you? Erin & JH chatted with Amber Davis, UXR Director at Audible, about her journey as a research manager, how to evaluate what …

#49 - The Magic of Diary Studies with Tony Turner of Progressive

September 16th, 2020


Looking to add a new research method to your stack? Diary studies are a great way to get to know what your users are thinking in context, plus they can be run remotely! We chatted with Tony Turner, Lead UX Researcher at …

#48 - Rising to the Moment: UXR, Diversity, & Inclusion with Randy Duke of Cantina

September 2nd, 2020


This week on the podcast, Erin and JH chatted with Randy Duke, Senior Research & Design Strategist at Cantina. They covered a topic that's on many people's minds right now, systemic racism and inequality, and how UX …

#47 - Up and to the Right: How User Research Improves Conversion Rates with Jon MacDonald, Founder of The Good 📈

August 4th, 2020


We've been more and more curious about how user research can be used by more than just researchers. This week, Erin and JH chatted with Jon MacDonald, founder of The Good, about how marketers can use research to improve …

#46 - Help! Creating Better Help Content with Andrew Sandler, Director of Innovation and Experience Strategy at Adobe

July 15th, 2020


When Andrew joined Adobe back in November, he faced an interesting design challenge. How do you manage a vast library of help content, spanning tons of different products in different industries, so that users can …

#45 - Get Aligned: How Alignment Can Speed Up Your Work with Jonathon Hensley of Emerge Interactive

July 2nd, 2020


This week on the pod, Erin and JH chatted with Jonathan Hensley, Co-Founder and CEO of Emerge Interactive, about the power of alignment right now. He talked about what alignment means for teams, how it can help speed up …

#44 - Researcher, Take the Wheel: Being Data-Driven vs. Data-Informed with Hannah Shamji, Head of Research at Copyhackers

June 12th, 2020


There's a lot of data out there. Keeping track of Google Analytics, NPS scores, site metrics, usability test results, industry data, and everything …

#43 - UX Benchmarking: Demonstrate Design ROI with Kate Moran, UX Specialist at Nielsen Norman Group

May 29th, 2020


UX benchmarking can help teams set goals, keep an eye on how their designs are improving, and most importantly, show the ROI value of their work. Kate Moran, a UX Specialist at Nielsen Norman Group, joined Erin and JH …

#42 - 2 for 1: Combining Customer Research & Sales Demos with Jane Portman, Co-Founder of Userlist and Host of UI Breakfast

May 20th, 2020


Sales demos are a great opportunity to get to know your customers. The person on the other end is interested in your product, looking for a solution …

#41 - 10x: User Research for Growth with Aazar Shad of Userpilot

May 7th, 2020


We’ve heard from a lot of designers and user researchers on the show, but we’re always looking for fresh perspectives on how research can help your business. So this week, Erin and JH chatted with Aazar Shad, Head of …

#40 - Dream Stack: Create an ROI Driving User Research Toolset with Daniel Loewus-Deitch and Leo Smith

April 30th, 2020


With so many research tools on the market, it can be hard to nail down exactly which ones are right for your team. This week on the pod, Erin and JH …

#39 - A User Interview Every Day for A Year with Jonathan Anderson of Candu

April 17th, 2020


After three failed MVPs, Jonathan Anderson and the team at Candu realized they needed a better strategy for understanding how users interact with their product. So they started doing some user interviews. And they kept …

#38 - Accessibility, User Research, and Inclusive Design with Cat Noone, CEO of Stark

April 10th, 2020


This week on the pod, Erin and JH talk to Cat Noone, CEO of Stark, a suite of tools designed to help teams ship accessible work. They chatted about …

#37 - Using Research to Write Next Level Copy with Joel Klettke of Business Casual Copywriting

March 25th, 2020


This week on Awkward Silences, Erin and JH chatted with Joel Klettke, who has 6+ years of experience writing killer conversion copy for clients like Hubspot, Scott's Cheap Flights, and WP Engine. His first piece of …

#36 - User Research as a Growth Engine at Early Stage Startups with Loic Alix-Brown, CEO of Flick

March 19th, 2020


This week on Awkward Silences, Erin and JH chatted with Loic Alix-Brown, CEO of Flick. They talked about how he built his MVP, how his research strategy has changed as his business has grown, how he used research to …

#35 - Democratizing Research in Large Enterprise Companies with Luke Fraser of Paper Ventures

March 12th, 2020


This week on the pod, Erin and JH chatted with Luke Fraser, Founder & Managing Director of Paper Ventures. They work with insurance innovation and product development teams to get products to market faster. Before …

#34 - Self Care As A UX Researcher with Vivianne Castillo of Salesforce

February 14th, 2020


Vivianne Castillo’s career has always been human-centered. She started off as a counselor, helping people navigate through complex issues, but eventually found her way to UX research, helping companies better understand …

#33 - Using Session Replay Tools to Supercharge Your User Research with Elyse Bogacz

January 31st, 2020


This week on the pod, we chatted with Elyse Bogacz, who has worked on product on Drift, Runkeeper, and now NDVR. She walked us through how she uses …

#32 - 7 Reasons Not To Do User Research with Michele Ronsen

January 7th, 2020


Erin and JH chat with Michele Ronsen, founder of Curiosity Tank and General Assembly instructor. Michele talks to a lot of different people about user research, and she's found there are some situations where user …

#31 - Why No One Listens to Your Research Reports with Caitria O’Neill of Google

December 6th, 2019


If you’ve ever presented research to a crowd of glazed over eyes, or sent around a detailed report only to hear back crickets, this episode is for you. After reading Caitria O’Neill’s article UX Research is Boring and …

#30 - How 3 Mailchimp Researchers Landed Their Dream Jobs with Jud Vaughan, Khalida Allen, and Christianne Elliott

November 7th, 2019


There are many ways to become a UX Researcher. To learn more about the winding career paths many researchers take, Erin and JH talked to Jud Vaughan, Khalida Allen, and Christianne Elliott, who are all UX Researchers at …

#29 - Researching Your Own Users with Chad Aldous of Abodo

October 23rd, 2019


Researching with your own users means you have to make some special considerations. When was the last time they used your product? Where are they in the funnel? When was the last time they participated in a research …

# 28 - Part 3 - The Three Tiers of Culturalization with Chui Chui Tan of Beyō Global

October 17th, 2019


This is the third episode in our three part series on cross-cultural research. In this episode, Erin and JH chat with Chui Chui Tan, author of …

# 27 - Part 2 - International Markets and Anthropology with Leia Atkinson of Shopify

October 17th, 2019


This is the second episode in our three part series on cross-cultural research. In this episode, Erin and JH chat with Leia Atkinson, Senior Market …

# 26 - Part 1 - Cross Cultural Research in Action with Elsa Ho of Uber

October 17th, 2019


This is the first episode in our three part series on cross-cultural research. In this episode, Erin and JH chat with Elsa Ho, a Senior UX Researcher …

# 25 - Why Participants Participate in User Research with Brittany Rutherford of User Interviews

October 1st, 2019


We’ve talked a lot about how researchers do research, now it’s time to hear from the participants. We invited our Participant Marketing Lead, Brittany Rutherford, and had some recent participants leave voicemails about …

#24 - What's in a Name? Building Custom Research Programs that Stick with Vicki Tollemache of Grubhub

September 23rd, 2019


How do you get everyone on board with research? Vicki Tollemache has found that building a branded research practice that's fun, engaging, and …

#23 - How to Interview Customers Continuously with Teresa Torres of Product Talk

August 20th, 2019


Everyone wants to talk to customers more often, but Teresa Torres of Product Talk wants teams to do it at every opportunity. This week on the pod, Erin and JH chatted with Teresa about continuous interviewing. She …

#22 - Why the Twitterverse Can Stop Freaking Out About the Evils of Personas with Andy Budd of Clearleft

August 8th, 2019


Personas are polarizing, some love them, but many love to hate them. This week, Erin and JH talk to Andy Budd, CEO and co-founder of Clearleft about …

#21 - Why Surveys [Almost Always] Suck with Erika Hall of Mule Design

July 23rd, 2019


Surveys are everywhere. They bombard us at every turn, and most of them aren't even helping teams learn what they need to know. We chatted with Erika …

#20 - Why Being Wrong is Right with Alec Levin of The UXR Collective

July 10th, 2019


This week on the pod, we talked to Alec Levin, one of the co-founders of UX Research Toronto, a major UXR conference. He chatted with us about something he thinks UX research needs more of—failure. He put it this way in …

#19 - What UX Researchers Can Learn From Children with Noam Segal of Wealthfront

June 28th, 2019


This week on the podcast, Erin and JH talk to Noam Segal, Director of User Research at Wealthfront. Noam recently gave a talk at the UXR Strive conference in Toronto, and after hearing all the buzz we had to chat with …

#18 - Juggling Hardware and Software (and Service Design) Research with Susan Rice of Toast

May 30th, 2019


This week on the podcast, Erin and JH talk to Susan Rice, Head of of Product Design and Research, at Toast. As Toast developed their Toast Go, a handheld POS system for restaurants, Susan learned a lot about researching …

#17 - Is It Ok To Recline Your Seat On An Airplane? with Bob Saris of User Interviews

May 16th, 2019


This week, we’re doing something a little bit different. We’re talking to the CTO of User Interviews, Bob Saris, and a bunch of random strangers about one of the biggest questions out there—is it ok to recline your seat …

#16 - How to Facilitate User Research in Any Team with Nicola Rushton

May 8th, 2019


This week on Awkward Silences, we talked to pro UX designer and researcher Nicola Rushton. She's worked with teams large and small to facilitate …

#15 - Starting a ResearchOps Practice with Kate Towsey of Atlassian

May 1st, 2019


This week on Awkward Silences, we talked to Kate Towsey, who is the Research Operations Manager at Atlassian. You may know her as the person who started the ResearchOps Slack community in March of 2018. In the past …

#14 - 3 Ways to Make a Potentially Awkward User Interview Less Awkward with Adam Sigel of Hometap

April 24th, 2019


This week, we're maxing out on awkward. Erin and JH talked to Adam Sigel, Head of Product at Hometap, about the (potentially) awkward and (usually) emotional interviews that make up his research with homeowners. Through …

#13 - Make Qualitative Research Your Competitive Marketing Advantage with Katelyn Bourgoin of Customer Camp

April 18th, 2019


Talking to customers is pretty powerful stuff. This week Erin & JH talked to Katelyn Bourgoin, 3x startup founder and growth geek, about how …

#12 - 3 Essential Times for Qualitative Research With Shipra Kayan of Upwork

April 11th, 2019


This week on the podcast, Erin and JH talk to Shipra Kayan. After 10 years of working in UX design and research at Upwork, she's launched her own …

#11 - Integrating Research Faster with John Cutler of Amplitude

March 27th, 2019


This week on Awkward Silences, we talked to John Cutler, Product Evangelist at Amplitude. He talks about how to integrate research faster, starting …

#10 - Give Us Your Feedback and Reviews (Retro #1) - with Erin & JH

March 22nd, 2019


In this special edition episode, we're talking about what we think about the podcast so far and where we hope to go. We want your feedback to help us decide what to do next! Let us know what you think here:

#9 - Running Amazing Remote UX Research Sessions with Sonya Badigian of Marketade

March 13th, 2019


Erin and JH talk to Sonya Badigian, UX and Content Specialist at Marketade. As a researcher at a fully-remote company, Sonya is a big fan of remote …

#8 - Continuously Delivering and Discovering with James Aylward of Pluralsight

February 27th, 2019


What does it take to run a team that's constantly researching customers and shipping product? James Aylward of Pluralsight has a framework that keeps his team moving while creating products that are all about the …

#7 - Making User Testing Fast, Fun, and Accessible with Laura Powell of Appcues

February 13th, 2019


JH and Erin talk to Laura Powell, creator of User Test Fest, an event hosted by Appcues to bring user testing to more companies and users. User …

#6 - Building Products That Don't Cause Emotional Trauma with Laura Klein

January 30th, 2019


This week on the podcast, Erin and JH talked to Laura Klein about building products that consider user's real life situations more thoughtfully. …

#5 - Collaboration Between UXR and Stakeholders with Holly Hester-Reilly

January 16th, 2019


This week on the pod, Erin and JH talk to Holly Hester-Reilly, CEO of H2R Product Science. They talk about creating org structures that are great for …

#4 - Conversational Research with Maggie Crowley of Drift

January 2nd, 2019


This week on the pod, Erin and JH talk to Maggie Crowley, Director of Product Management at Drift, about research as a product manager at a rapidly growing startup. They talk about how to do great research in a …

#3 - Quant and Qual Flow with Cat Anderson

December 12th, 2018


The best research plans leave room for evolution, to see what the research reveals, and build further testing to drive deeper insights. Cat Anderson, …

#2 - When Research Doesn't Go As Planned with Jaclyn Perrone of Thoughtbot

December 4th, 2018


This week, Erin and JH talk to Jaclyn Perrone, Design Director at thoughtbot, about how to handle research that doesn't quite go as planned. They dive into preparing for your research sessions, making participants feel …

#1 - Why are we here? with your co-hosts, JH and Erin

November 28th, 2018


Listen as JH and Erin wrestle with the biggest question there is: why are we here anyway? We'll dive into what we think the podcast should (and …

#0 - Trailer

November 26th, 2018


What's this Awkward Silences podcast all about anyway? As a place to start, it's about embracing the awkward beauty of talking to people to learn and build better stuff. Get a sneak peek in this pre-episode and meet our …

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