Episode web page: https://bit.ly/3EGU4ZD ----------------------- Rate Insights Unlocked and write a review If you appreciate Insights Unlocked, please give it a rating and a review. Visit Apple Podcasts, pull up the Insights Unlocked show page and scroll to the bottom of the screen. Below the trailers, you'll find Ratings and Reviews. Click on a star rating. Scroll down past the highlighted review and click on "Write a Review." You'll make my day. ----------------------- In this episode of Insights Unlocked, host Brent Leary sits down with Melissa Garber, Senior User Experience Researcher at Consumer Reports, to explore the evolving role of AI in UX research and how it’s shaping consumer interactions. From developing an in-house conversational AI agent to tackling data privacy concerns, Melissa shares insights on how research can proactively shape AI tools rather than just react to them. She also dives into the challenges of AI adoption, maintaining brand trust, and how understanding consumer journeys is more complex than ever. 💡 What You’ll Learn in This Episode: ✅ How AI is being leveraged at Consumer Reports to enhance consumer insights and decision-making ✅ The importance of human-in-the-loop AI systems to prevent misinformation ✅ Why UX research should drive AI development—not the other way around ✅ Challenges in adopting AI within research teams and overcoming skepticism ✅ The evolving consumer journey and how AI can assist in predicting user needs 🎯 Who Should Listen? This episode is perfect for UX researchers, product leaders, marketers, and CX professionals who are interested in the intersection of AI and user experience, and how AI-powered insights can drive better customer interactions.
Full Episode
Welcome back to the Insights Unlocked podcast. In this episode, we're exploring how AI and human insight work together in UX research with Melissa Garber from Consumer Reports. She shares how her team is using 90 years of research data to power AI, all while keeping humans in the loop to ensure trust, accuracy, and better consumer experiences.
This interview was previously recorded at the Human Insights Summit back in October. Enjoy the show. Welcome to Insights Unlocked, an original podcast from User Testing, where we bring you candid conversations and stories with the thinkers, viewers, and builders behind some of the most successful digital products and experiences in the world, from concept to execution.
My name is Brett Leary, and I get a chance to spend a few good minutes with Melissa Garber. I want to make sure I get her title right. Senior User Experience Researcher for Consumer Reports, right? I get it right? Yes. All right. Well, thank you for joining me. This is great. Awesome. Thank you for having me. So you didn't know we're going to be talking about sports and all that?
Absolutely not, no. Okay. No, we're not going to be talking about sports. Maybe a little bit. We're going to just spend a few minutes getting to know you, getting to pick your brain a little bit about what you do and how you do it and maybe how things are gonna be changed by this two letter word that everybody keeps talking about. It's not even a word actually, it's just AI.
But before we just get to that part, maybe you could tell us a little bit about yourself. Sure, so I am a researcher at Consumer Reports. I've been in the research and user experience space for a while. I've hopped around from startups to, I worked for Indeed for a while, and my background is actually in learning theory and cognitive science.
So it's been a really good combination for me to be in user research and to also have that background of learning theory and how do people interpret information. You left out the best parts. Like, you grew up a Philadelphia Phillies and Eagles sports fan and all that kind of stuff, right?
Yeah, my family had season tickets growing up. I think it was more of like a push to be a fan. Like, I'm not sure I had a choice.
Okay. Well, that's okay. All right. So they gave me a script of some questions. They call it the Fast Five. Sure. I'm going to completely ignore that. No, I'm just kidding. We'll mix in some of those and maybe some other things that come out. But I will stay to the script and ask you what your favorite word is. Sure. Depends. That's your favorite word? That's my favorite word, yep.
You want to expound on why that's your favorite word?
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