When T. Rowe Price rolled out a new process for creating an online investment account, they discovered a 37% drop off on the very first step after users opened the webpage. They needed to know “why behind the what” and for that they turned to UserTesting. Within hours they’d identified the problem and were making fix recommendations to product owners. The T. Rowe Price story is one of many shared in User Tested and that is being featured in Season 4 of the Human Insights Podcast. The book was authored by podcast hosts Janelle Estes, UserTesting’s Chief Insights Officer, and Andy MacMillan, UserTesting’s CEO. You can order the book here or on your favorite book seller’s website. Harsha Thayi, Senior Manager of UX Research at T. Rowe Price, shares their story and other insights in his interview. In their conversation, he and Janelle discuss: How Thayi partners with other teams within T. Rowe Price to ensure they create and deliver exceptional experiences for T. Rowe Price customers What metrics or KPIs does Thayi’s team directly or indirectly influence and how that maps to company strategy and purpose How they are building a “shared understanding” of T. Rowe Price’s customers across the organization

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