NN/g UX Podcast

Product-centric design can be an efficient way to design interfaces, but it can often lead to disjointed and poorly optimized customer journey experiences. Kim Flaherty shares her recent research into journey-centric design, and insights on how a journey-centric design practice can help organizations overcome product-centric challenges.

With AI developing rapidly, and AI policy often lagging behind, calls for responsible tech design and development are louder and more public than ever. In this episode, Paige Lord offers some insight into ways UX professionals can play a role in creating ethical AI products and services.

Learn more about Paige Lord:

LinkedIn: https://www.linkedin.com/in/thepaigelord/

TikTok: https://www.tiktok.com/@aiethicswithpaige

YouTube: https://www.youtube.com/@aiethicswithpaige

Substack: https://thepaigelord.substack.com/

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Icons are popular components to incorporate into digital designs that can help simplify user experiences. But, not every icon is created equal. In this episode, Kate Kaplan shares the latest insights from her research on digital iconography which can be found in her new book, Digital Icons that Work.

Accessibility isn’t a novel concept, but in the realm of digital design, it's rare to find a product or service that's truly accessible to a broad audience with many needs. In this episode, Stéphanie Walter shares a bit about what got her interested in accessibility to begin with, what accessibility truly means in UX, some common misconceptions, and how designers can create more inclusive experiences.

“If you squint hard enough, every problem is a prioritization problem.” -Harry Max

UX professionals are often faced with the challenge of managing backlogged work and doing so with limited time, budget, and resources. In this episode, we chat with Harry Max about the common misconceptions with prioritization and how to get better at it over time.

Expanding into global markets is a key priority for companies in today's interconnected world. While many companies rely on translations for their digital platforms, this is just one aspect of effective global expansion. In this episode, we're joined by Feifei Liu, International UX Researcher at NN/g. She discusses the importance of cross-cultural research and its role in helping organizations effectively expand into international markets while honoring cultural values and practices.

In this episode, we dive into User Interviews with Steve Portigal, discussing their critical role in product development and design research. User interviews, a qualitative method, involve conversations with users to gather insights about their experiences, behaviors, and needs. We discuss the benefits of this approach, such as deep user empathy and informed decision making, alongside common challenges like bias and recruitment. Join us in understanding when to use user interviews and how to get the most out of them.

NN/g Articles & Training Courses

AI is changing faster than we can sometimes process and will likely do so for a while. The recent tech layoffs have also not spared UX professionals, adding to the uncertainty about our future roles in this rapidly changing environment. While there is still much we don't know about AI, Don Norman, co-founder of NN/g, and Sarah Gibbons, VP at NN/g, share their insights on the future roles of designers, encouraging professionals to think big in the wake of AI's advancements.

Related NN/g Articles & Training Courses

Wireframing is an incredibly useful design technique to flesh out conceptual ideas and communicate them to others. However, with the advent of powerful prototyping tools, some designers may think of these as irrelevant or outdated practices. Leon Barnard, Content Manager at Balsamiq and co-author of the book Wireframing for Everyone, discusses why he thinks wireframing is not only still relevant, but essential for maximizing creativity and innovative thinking.

We often talk about measuring progress, but it can sometimes be harder to do in practice than in theory, especially when you’re combining mixed research methods. However, some teams have managed to not only make sense of the data, but use it to make award-winning designs. In this episode we feature two members of Princeton University’s award-winning intranet team: Charlie Kreitzberg, Senior UX Advisor, and Christian Knoebel, Director Digital Strategy, and how they combined two frameworks: the 5D Rubric and pairLab, to bridge the gap between UX and product design.

Measuring a user experience can be intimidating at first, but it's an essential part of determining whether your work is moving in the right direction (and by how much). UX Master Certified Dr. John Pagonis shares his experiences from working with other organizations on measuring UX improvements and interpreting quantitative data.

Learn more about John Pagonis:

(But don't worry, we will still continue publishing future episodes on Spotify, Apple Podcasts, and many other platforms!)

Research with employees might sound easy in theory: you work in the same company as the people you need to observe or interview, and you might not even need to pay them for input. However, there's a bit more to it than meets the eye. In this episode, we feature UX Master Certified Angie Li, and she discusses what has helped her organize and run successful research with internal team members.

Members of our UX Master Certified community are applying UX principles to their work in a range of different ways. In this episode, we interview Thomas Wilson, Senior Principal Service Designer at United Healthcare and discuss what service design is and what makes it challenging and rewarding.

Building stakeholder relationships is no easy task but it is crucial for getting buy-in, aligning expectations and ultimately building trust. But, what even is a "stakeholder" and how do you know if you have good relationships built? In this episode, we feature a conversation between Samhita Tankala and Sarah Gibbons who discuss the challenges that come with stakeholder management and how to build successful relationships.

The importance of mentorship for personal and professional development is an often-discussed topic, yet it can be challenging to find a mentor or become a mentor yourself. In this episode, we feature a conversation between a mentee, NN/g’s Tim Neusesser, and his mentor, Travis Grawey. In this episode they discuss how mentorship has impacted both of their careers.

Have you ever wondered what it's like to usability test a video game? Or what goes on behind the scenes of gaming studios as they prepare for big release dates? In this episode, games user researcher Steve Bromley shares how he got into the field, and what makes games different from traditional user experiences.

If you ask experienced UX practitioners how to stay user-centric, you’ll inevitably hear something about the importance of customer journeys. However, as teams become more mature in their UX practices, the number of journeys being tracked and analyzed has been growing, sometimes faster than teams can manage, leading to scattered and uncoordinated redesign efforts. In this episode, we hear some tips about customer journey management from Kim Salazar of NN/g and Jochem van der Veer of TheyDo, a customer journey management platform.

Learn more about the episode guests:

The UX industry has recently seen what some call "unprecedented" shifts with layoffs and generative artificial intelligence rapidly changing how UX work is done. However, there have been similarly turbulent periods in tech, decades before. Dr. Jakob Nielsen reflects on the changes that have taken place over the near 25 years Nielsen Norman Group has been around, and discusses whether or not generative AI is just a phase or truly the next chapter of UX work.

With the recent surge in tech layoffs, a downsizing of UX labor means UX research is harder to do, meaning: research needs to be prioritized in really intentional ways. Discount inspection methods like expert reviews and heuristic evaluations can help identify high-priority design issues that need further research and design effort. In this episode, Evan Sunwall offers some insight into how to facilitate and communicate the results of these inspection methods. 

Building exceptional experiences usable by all is no easy feat. Focusing on what can be influenced and accepting what cannot be changed are two critical steps to crafting better products... and careers. We spoke with Ryan Hudson-Peralta, a principal experience designer at Rocket Homes, who often introduces himself as a "father, husband, international speaker, and designer... who just happens to be born without hands." Ryan shares a bit about his journey into the UX field, and how his mindset of curiosity and positivity allows him to create meaningful experiences with his designs and with his career.

How has the UX field changed over the years? What does the future of UX work look like if scope is wildly expanding? Will we be automated out of a job? What should teams do to ensure they’re not misinterpreting data? Kenya Oduor shares her thoughts on these questions and more, offering suggestions for UX professionals wishing to set themselves up for success in a future of coexistence with artificial intelligence systems and automation. (Surprisingly, these tips are quite helpful for planning and analyzing quantitative user research as well.)

Visual design takes a lot more work than just making things look pretty, and is a fundamental part of many user's experiences. Our digital design lead, Kelley Gordon, shares some practical tips for both designers and "non-designers" alike to strengthen visual designs and improve working relationships. 

Have you thought about your career lately? Chances are, you have - given the buzz around the record high voluntary resignation rates during this “Great Resignation.” In this episode, Sarah Doody, UX Researcher, Experience Designer, and Founder of the Career Strategy Lab, shares her thoughts on how UX professionals can design their ideal careers, whether they’re in the market for a new role or not.

Read more about Sarah Doody: 

UX professionals often find themselves saddled with the burden of convincing others to value UX work. David Glazier, Sr. Staff UX Lead of Digital Experience at Illumina tells his story about how effective communication helped him get buy-in with stakeholders and key decision-makers.

There is no question that user research has changed over the last two years, but how significant are those changes? The answer is complex, but User Interviews' Erin May (VP Growth & Marketing) and JH Forster (VP Product) demystify these trends and share their observations and hopes for the years to come.

As design teams mature in size and scope, the importance of intentionally designing and systematizing processes, approaches, and tools becomes increasingly difficult to ignore. Kate Kaplan shares insights from her research studying design teams and offers tips for those seeking to initiate and lead DesignOps efforts as a way to make design more impactful at their organizations.

A two-part podcast episode discussing the implications of decentralized computing and mixed reality on the future of UX work.

Product visions can align a team and inspire a better future state. When visions stem from real user needs, the ideas that follow have the greatest potential for success. NN/g UX Specialist Anna Kaley discusses keeping users at the center of product development, and shares insights from next weeks' UX Vision and Strategy Series, presented alongside Chief Designer, Sarah Gibbons.

One might think user research gets easier when there are more people available to do it; but managing research initiatives at scale can be a difficult task in itself. In this episode, Kara Pernice, Senior VP at NN/g shares her experience and insights about managing UX research operations.

Advocating for UX work is hard. It's even harder when you're the only UX professional on your team. That said, there is still hope for one-person UX teams, and Garrett Goldfield shares his recommendations on how to make the most out of limited time and resources, and how to lead the charge in shifting corporate culture toward a more human-centered future.

To celebrate our first podcast milestone, we flipped the script. NN/g UX Specialist Rachel Krause guest-hosts this episode, and interviews host Therese Fessenden about the concept of "delight" in user experience: what it is, why the pursuit of delight can often be a short-sighted and misunderstood endeavor, and how a more holistic approach to interpreting and anticipating user needs can more reliably lead to an experience that delights beyond a single interaction.

Read more about the hosts: 

What does it take to create a great customer experience? As it turns out: a lot more than just a series of great interactions. Kim Salazar, Sr. UX Specialist, shares her expertise on what omnichannel experiences are, why they matter for CX, and how having a mature CX means fundamentally changing how we view and handle UX work.

Resources cited in this episode

"Keep it simple," is one of many great UX mantras... but how exactly does someone "keep it simple" when working with complex applications? In this episode, Page Laubheimer, Senior UX Specialist with NN/g, shares his expertise in information architecture (IA) and complex app design, recommends a few ideas to "lessen digital misery" on business-to-business (B2B) and enterprise applications, and offers advice for when you have to redesign a legacy application that is part of a user's everyday life.

Resources cited in this episode:

Aren't all "user-centered" designs ethical by default if we're giving people what they want? Not exactly. Maria Rosala, UX Specialist at NN/g, shares her thoughts about how we can be better researchers and designers by asking critical questions about our research and design decisions, evaluating important tradeoffs, and ensuring we include the right people in our research and design process.

Resources Cited in this Episode:

"Diamonds are made under pressure," but what does that mean for creativity and productivity? Aurora Harley, Senior UX Specialist, shares some advice on staying creative and productive during times of stress, thoughts on reframing constraints as opportunities, and tips for nurturing an environment that fosters innovative thought regardless of distance.

Resources Cited in this Episode

What does a typical UX career path look like? Are there even typical career paths in UX? How can you become a UX leader? What should new and seasoned UX professionals keep in mind as they move through their careers? Rachel Krause, a UX Specialist at Nielsen Norman Group, shares her insights from her research on the UX profession, and perspectives from her own journey into the field of user experience.

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Sarah Gibbons & Therese Fessenden discuss empathy and adaptability as critical design skills (perhaps now more than ever) and share thoughts on how design plays a bigger role than meets the eye. 

Resources cited in this episode:

Nielsen Norman Group is celebrating its 22nd anniversary by launching our very own NN/g UX Podcast. Join host Therese Fessenden as she interviews NN/g co-founder Dr. Jakob Nielsen on the most important questions about our industry: What really is "user experience," anyway? And what is the state of UX now, compared to when NN/g started 22 years ago? 

Resources Cited in this Episode: