Debbie Levitt is a long-time UX and CX consultant who wants us all to get better at putting our users at the centre of the conversation, rather than paying lip service. She's the author of a few books, including "Customers Know You Suck" and runs a thriving community of UX professionals. Some of the stories from that community have concerned her, alongside the general perceived decline of the strategic role of UX, and she recently came out all guns blazing against continuous discovery, PM-led research, and one particular author who champions it. We spoke about the role of UX and CX in organisations, what's happening to user researchers, and whether PMs are really to blame for it.
Episode highlights:1. User Experience and Customer Experience used to be the same thing, and they can be again
In these digital days, it seems like most people think UX people are just there in the corner to colour in people's ideas, but UX should be a strategic role that enables user and customer-focused decision-making and makes sure we always balance our business's needs with those of our users.
2. We prize and prioritise speed over quality - we just have to get it doneWe've been moving fast and breaking things for long enough now to realise how often it doesn't work. User research feels unconscionably slow to some people, but it doesn't have to be slow, and doing good user research (whoever does it) is an investment in trying to get things right.
3. No matter how much product managers feel they're disempowered, they're still the Golden Children of the companyBack in the old days, product managers were hiding in the corner with the UX people, as agilists and engineers rode through the company calling all the shots. Now the UX people are hiding with the engineers whilst the PM makes all of the decisions. There's a power imbalance, and it's not a true "trio".
4. User researchers are getting laid off, some of the jobs are gone for good and, at least in some cases, this is because leaders think they can just hand the work off to PMsIt's not fair or reasonable to lay all of this at the doors of PM thought leaders championing certain approaches. There are plenty of UX thought leaders who champion them too. But, people are getting laid off and at least some of them are blaming PM-led product discovery as the root cause.
5. We should be able to look at books and take what works from them, but apply critical thinking and ensure that we don't follow any message blindlyMost books have something useful in them, and all approaches can work in some contexts. Debbie has her approach, others have their approaches, and there's no one "right way". But, it's important to make sure that approaches can be challenged, expanded upon, and that the approaches and techniques are described clearly and without room for interpretation.
Check out "Customers Know You Suck""Customers Know You Suck is the how-to manual for customer-centric product-market fit. Its highly actionable models, maps, and processes empower everyone to improve the Customer Experience (CX). Learn how to investigate, diagnose, and act on what's blocking teams. Gather the evidence and data that better inform decisions, leading to increased satisfaction, conversion, and loyalty. Use our governance model for implementing and monitoring the progress, success, and failure of internal process changes and experiments."
Check it out on Amazon or pay what you want.
Check out how to use a Knowledge QuadrantDebbie is a fan of doing good discovery, naturally. Here's a video of an approach she recommends called the Knowledge Quadrant: Workshop: Discovery Phase - Knowledge Quadrant
Contact DebbieYou can catch up with Debbie on LinkedIn or check out Delta CX.
Servitising Product Management & Setting Up Product Teams For Success (with Jas Shah, Product Consultant & Founder @ Bitsul)
Curing Product Diseases with a Radical Product Vision (with Radhika Dutt, author ”Radical Product Thinking”)
Driving Organisational Alignment with Survival Metrics (with Adam Thomas, founder @ Approaching One)
Product Leadership Principles for Tumultuous Times (with Giff Constable, former CPO @ Meetup & author ”Talking to Humans”)
Solve Customer Problems Quickly by Joining the No-Code Revolution (with Natalie Furness, founder @ Minimum Viable Stack)
How to Deploy Empathy to Truly Understand User Needs (with Michele Hansen, author ”Deploy Empathy”)
Chinese Startup Culture & Putting the Minimum into MVP (with Carlos Lastres, Creative & Marketing Director @ Kaiyan Medical)
Finding a PM Superpower and Using your Product Sense (with Peter Knudson & Braxton Bragg, co-authors "Product Sense")
Escaping VC Culture & Building Products that Focus on True Lifetime Value (with Rand Fishkin, author "Lost & Founder" & co-founder @ SparkToro)
Taking Data Science from Academia to the Heart of your Product (with Paul Meinshausen, co-founder @ Aampe)
All Aboard! Why You Need To Get Product Onboarding Right (with Ramli John, MD @ ProductLed)
Challenges & Opportunities for Africans Making Products for Africans (with Abisoye Falabi, Senior PM @ TradeDepot)
Getting into the Habit of Continuous Discovery (with Teresa Torres, author "Continuous Discovery Habits")
Platform Product Management & Getting Ready for Launch Day (with John Zilch, Director of PM @ Upland & founder @ Launch Day)
Putting Customers at the Heart of your Product Decisions (with Hubert Palan, founder & CEO @ Productboard)
Applying Agile Principles to Education & Measuring Learning (with Chris Hull, founder & CPO @ Otus)
Data-Driven Product Development & Ethics in AI (with Korbinian Spann, founder & MD @ Insaas)
Avoiding Bulls**t Product Advice & Focusing on the Essential (with Henry Latham, founder @ Prod MBA)
Going Beyond Idealistic Book Principles & The Myth of Unicorn Product Managers (with Emily Tate, Managing Director @ Mind the Product)
Product Management in Africa & Dreams of an African Silicon Valley (with Layo Ogunbanwo, Founder @ Practical Product)
Create your
podcast in
minutes
It is Free
The Commercial Edge: Unleash the Power of People
The emPOWERed Half Hour
Aligned Money Show
Gorse Culture PODcast : The H.R. Detective Agency!
HCI Leadership Revolution
The Ramsey Show
Planet Money