Episode web page: https://bit.ly/3S1wxq4 ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better? Send me a voice message via email at [email protected] ----------------------- In this episode of Insights Unlocked, we sit down with Jessica Schultz, senior manager of experience research at BECU, to explore how one of the largest credit unions in the U.S. built a member research panel that delivers powerful insights—quickly and securely. Jessica shares her unique career journey from front-line teller to UX research leader and walks us through the end-to-end process of launching BECU’s custom member panel. She breaks down the strategic decisions behind the panel’s creation, including navigating legal and security requirements, coordinating with marketing teams, and aligning with product and design stakeholders. We also dive into: The pivotal moment that led Jessica to pursue UX research Why BECU chose to create its own panel over traditional recruiting methods Lessons learned in onboarding and coaching panel participants How the panel supports a culture of member obsession at BECU Tips for keeping participants engaged—and studies filled fast Key metrics used to evaluate panel success Jessica also offers advice for other organizations thinking about building their own custom panels, from setting realistic expectations to creating inclusive and positive participant experiences. Resources & Links: Connect with Jessica Schultz on LinkedIn (https://www.linkedin.com/in/jessica-schultz-05187a48/) BECU (https://www.becu.org/) Connect with Becky Wright on LinkedIn (https://www.linkedin.com/in/becky-w-795b29124/) Learn more about Insights Unlocked: https://www.usertesting.com/podcast
Full Episode
Welcome back to the Insights Unlocked podcast. In this episode, we're joined by Jessica Schultz from BECU, who shares how her team built a thriving customer research panel from the ground up. From starting as a teller to leading experienced research, Jessica walks us through the process, the wins, and the lessons learned along the way.
If you're thinking about creating your own customer panel, you don't want to miss this episode. Enjoy the show. Welcome to Insights Unlocked, an original podcast from User Testing, where we bring you candid conversations and stories with the thinkers, doers and builders behind some of the most successful digital products and experiences in the world, from concept to execution.
Welcome to the Insights Unlocked podcast. I'm Nathan Isaacs, Principal Content Marketing Manager at UserTesting. And our host today is Becky Wright, Senior Staff Product Researcher here at UserTesting. Welcome, Becky. Hi, everyone.
And our guest today is Jessica Schultz. Jessica is the Senior Manager of Experience Research at BECU, a member-owned credit union. With more than 1.5 million members and $29.4 billion in assets, BECU is the largest not-for-profit credit union in Washington State and one of the top four financial cooperatives in the U.S. Welcome to the show, Jessica.
Hi, thank you for having me. So Jessica, you've had a really impressive career at BECU and in experience research. So could you share a little bit with us about your journey and how it shaped your approach to research?
So I started at the ECU as a teller, working in the very front line, dispensing cash to members for their financial transactions. And at that point, one of my... big joys was to, you know, figure out problems and look at, look at ways that I could help, um, craft solutions either for our members or for our employees to help make, um, processes more efficient.
And I was started to work my way into different roles within the credit union, where I was able to help with process efficiency and project rollouts. And I had, you know, Some success, some failures. And it was about 15 years ago where I was at a user conference and I was in a session where I was being taught about personas and journeys.
And this was the first time I was really hearing about this codified method. And I felt kind of like a hobbit where I was like, wait, this comes in pints? There's like a career in UX. This is a thing. And I turned to my boss at the time and I was like, we need UX designers and UX researchers at BECU and I want to be one.
So I'm going to go figure out how to get my master's in this and then let's do it. And she was incredibly supportive.
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