Get Human Insights Through User Testing

Last Updated May 4th, 2022

Janelle Estes, User Testing, User Tested, The Customer Experience Podcast, UX, user experience, UserTesting, UserTested, user test, customer feedback, human insight, human insights
Listen to “199. Get Human Insights Through User Testing w/ Janelle Estes” on Spreaker.

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As a discipline and as a differentiator, customer experience has finally gained the traction it deserves. In fact, businesses now recognize and compete on CX more than price or product. And especially in crowded and commoditized markets, customers choose the brands they do business with based on customer experience.

In this context, you can’t ignore user data. But you can’t overlook the need for insight into what it’s like to be your own customer – valuable context for data-based observations.

Today’s guest is Janelle Estes, Chief Insights Officer at UserTesting. For Janelle, the art of user testing isn’t about what the customer did. It’s about building a shared understanding of customer perceptions – deep human insights.

Janelle began her career as a CX researcher at Forrester. She also held a Senior UX Consultant Role at Nielsen Norman Group. Most recently, she’s the author of User Tested: How The World’s Top Companies Use Human Insight to Create Great Experiences (a book I highly recommend).

Today Janelle talks about the practice and the value of user testing – and of collaboration around customers as human beings to create a better experience. She also shares her thoughts on customer data, the relationship between UX and CX, and how user testing helps you fine-tune your customer experience.

Janelle and I also discussed:

How UX and CX play together
Why user testing is a unique solution to gaining human insights
What types of user testing are effective
How to get started collaborating around the customer journey
Why UX is finally gaining traction



Get Human Insights Through User Testing

Hear Episode 199 and any/every other conversation of The Customer Experience Podcast in your favorite podcast player …

In your podcast player, please give an extra click to rate the show (or even take a minute to leave a review) – it’s very helpful!


We also embed the full conversation and make it searchable right here in these blog posts. The recording with Janelle Estes is right here …

Listen to “199. Get Human Insights Through User Testing w/ Janelle Estes” on Spreaker.



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Video Highlights: Get Human Insights Through User Testing

Check out the top five video highlights from the discussion with Janelle Estes


1. Customer Experience is The Customer Perception



2. Why Customer Experience Matters More Than Ever



3. The Power of Human Signals



4. The Art of User Testing



5. Scaling Human Insights (HelloFresh Example)


Links Related to This Conversation:



Other Episodes You’ll Enjoy:



Subscribe, Listen, Rate, and Review The Customer Experience Podcast:



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Ethan Beute | About The Author

Chief Evangelist at BombBomb, host of The Customer Experience Podcast, and Wall Street Journal bestselling co-author of Human-Centered Communication and Rehumanize Your Business, Ethan Beute collects and tells stories of clearer communication, human connection, and higher conversion through simple, personal video messages. BA: University of Michigan. MBA: University of Colorado-Colorado Springs.

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