Insights Unlocked

Episode web page: https://bit.ly/4usbxdt 

Episode summary:In this episode of Insights Unlocked, host Jason Giles sits down with design leadership coach Andy Polaine to explore what it really means to be a designer in an age of AI, speed, and constant delivery pressure. Drawing on decades of experience across design, education, and coaching, Andy unpacks the hidden cost of prioritizing efficiency over creativity—and why the most impactful work often comes from slowing down.

Andy introduces the concept of “noodling”—intentional exploration and experimentation—and explains why it’s essential for deeper thinking, better design outcomes, and meaningful innovation. He also dives into the “design leadership dip,” a common identity shift designers face as they move into leadership roles and away from hands-on craft.

The conversation challenges the industry’s obsession with speed, highlighting how over-reliance on tools and automation can lead to homogenized work, shallow thinking, and a loss of human connection. Andy and Jason also discuss how AI is reshaping design workflows, why it should be used with intention rather than as a shortcut, and how leaders can create space for creativity without sacrificing quality.

Ultimately, this episode is a call to return to the core of design: understanding people, thinking deeply, and creating with purpose—not just speed.

You’ll learn:


Why slowing down can lead to better design and stronger outcomes


What “noodling” is—and why experimentation is critical to creativity


How the “design leadership dip” impacts identity and confidence


The risks of over-optimizing for speed, efficiency, and AI-driven output


Why human connection and observation still matter in research and design


How leaders can create space for exploration without losing momentum


What it really means to be a designer in a rapidly evolving tech landscape

Resources & links:


Andy Polaine website: https://www.polaine.com/


Service Design: From Insight to Implementation (https://rosenfeldmedia.com/books/service-design-second-edition/)


Andy Polaine on LinkedIn (https://www.linkedin.com/in/apolaine/)


Andy’s newsletter (https://newsletter.polaine.com/)


Andy’s podcast (https://podcasts.apple.com/us/podcast/power-of-ten-with-andy-polaine/id1525087545)


Nathan Isaacs on LinkedIn: https://www.linkedin.com/in/nathanisaacs/


Learn more about Insights Unlocked: https://www.usertesting.com/podcast

Episode web page: https://bit.ly/4d9cvE4

Episode summary

In this episode of Insights Unlocked, Nathan Isaacs sits down with Gainsight SVP and UnChurned host Josh Schachter to explore how AI is transforming customer success—from scaling feedback collection to redefining retention as an outcome-driven discipline. Drawing on his journey from product leader to “relational founder,” Josh shares why building authentic relationships is still a competitive edge, even in an AI-first world, and how teams can combine human insight with agentic workflows to better understand, prove, and deliver customer value.

What you’ll learn


Why customer success is shifting from SaaS to “retention as a service”


How AI enables teams to capture and synthesize customer feedback at scale


What separates high-performing customer success teams from the rest


Why strong customer relationships still matter more than ever in an AI-driven world


How to build effective agentic workflows (and common pitfalls to avoid)


What the “retention apocalypse” means—and how to stay ahead of it


How product, UX, and marketing teams can directly impact retention


Why high-quality customer conversations are the foundation of effective AI

Resources & links


Josh Schachter on LinkedIn (
https://www.linkedin.com/in/jschachter/)


Gainsight (
https://www.gainsight.com/)


Gainsight’s Atlas (
https://www.gainsight.com/solutions/ai/)


UnChurned podcast and newsletter (
https://unchurned.gainsight.com/)


Nathan Isaacs on LinkedIn (
https://www.linkedin.com/in/nathanisaacs/)

Louis Rosenfeld and Llewyn Paine join the show to discuss the upcoming Designing with AI conference and explore how AI is reshaping UX design, workflows, and the future role of designers.

Listeners can save $75 on their registration. Use code: INSIGHTS75

Episode web page: https://bit.ly/4cJ7Xp4

Episode summary: 

In this episode of Insights Unlocked, host Lija Hogan sits down with Louis Rosenfeld, founder of Rosenfeld Media, and Llewyn Paine, innovation strategy leader and curator of the Designing with AI conference, to explore how AI is reshaping the design landscape.

As AI adoption accelerates across industries, designers and researchers are facing a new reality—one where speed, automation, and intelligent systems challenge traditional notions of craft, creativity, and value. Louis and Llewyn unpack the tensions between efficiency and intentionality, and explain why now is the time for design practitioners to slow down, ask better questions, and ground their work in evidence.

They also dive into the evolving role of designers as orchestrators of human and machine collaboration, the rise of AI agents as both users and teammates, and what it really means to design responsibly in an AI-augmented world. The conversation offers a preview of the upcoming Designing with AI 2026 conference, a virtual event focused on helping practitioners navigate these shifts with practical case studies, peer learning, and thoughtful dialogue.

Ultimately, this episode is a call to action: embrace AI’s potential—but do so with clarity, curiosity, and a deep commitment to human-centered design.

You’ll learn:


Why AI is forcing a rethink of the design process—not just the tools


How to balance speed and efficiency with creativity, craft, and intention


What it means to design in a world where AI agents are both users and collaborators


Why evidence-based thinking is critical in cutting through AI hype


How the role of designers is shifting from makers to orchestrators


The biggest risks, blind spots, and opportunities emerging in AI-driven design


What makes the Designing with AI conference a unique space for learning and connection

About the Designing with AI conference

Designing with AI 2026 is a virtual conference hosted by Rosenfeld Media, taking place June 9–10. The event brings together designers, researchers, and product leaders to explore how AI is transforming the end-to-end design process. USE CODE INSIGHTS75 and save $75.

https://rosenfeldmedia.com/designing-with-ai/

Attendees can expect:


Real-world case studies and practical applications


Collaborative speaker cohorts that build cohesive, cross-referenced insights


Interactive attendee cohorts for deeper discussion and networking


Access to recordings, resources, and ongoing learning materials

The conference is designed for practitioners across experience levels—from early-career designers to seasoned leaders—who want to better understand how to integrate AI into their workflows responsibly and effectively.

Resources & links

Learn more about the Designing with AI conference (https://rosenfeldmedia.com/designing-with-ai/)

Louis Rosenfeld on LinkedIn (
https://www.linkedin.com/in/louisrosenfeld/)

Llewyn Paine on LinkedIn (
https://www.linkedin.com/in/llewyn/)

Lija Hogan on LinkedIn (
https://www.linkedin.com/in/lija-hogan-894769/)

Nathan Isaacs on LinkedIn (https://www.linkedin.com/in/nathanisaacs/)

Explore more episodes of Insights Unlocked (https://www.usertesting.com/resources/podcast)

Episode web page: https://bit.ly/3QyiQBi

Episode summary: In this Insights Unlocked episode, Nathan Isaacs sits down with Gabrielle Dolan, global expert on business storytelling and author of Story Intelligence, to explore how authentic storytelling helps leaders communicate with clarity, build trust, and inspire action. Gabrielle shares her journey from the tech world into storytelling, explaining why stories—not just data—are the most powerful way to influence decisions and drive change within organizations.

The conversation dives into the concept of “story intelligence,” defined as the ability to purposefully and skillfully use authentic stories to connect, engage, and inspire. Gabrielle explains how even small, everyday anecdotes—especially those drawn from customer insights or real experiences—can be more impactful than statistics alone. She also discusses the “curse of knowledge,” why leaders often struggle to communicate effectively, and how storytelling bridges that gap by making messages more memorable and relatable.

Nathan and Gabrielle also explore the role of AI in storytelling, highlighting how it can serve as a creative partner—but not a replacement—for human experience and authenticity. Gabrielle shares practical advice for finding, structuring, and delivering stories, as well as how organizations can build a culture of storytelling to better align teams and influence outcomes.

You’ll learn:

What “story intelligence” is and why it’s a critical leadership skill

Why authentic stories are more persuasive than data alone

How to turn customer insights and anecdotes into compelling narratives

The impact of the “curse of knowledge” on communication—and how to overcome it

Best practices for using AI as a storytelling partner without losing authenticity

Simple techniques for crafting concise, memorable, and effective stories

Resources & links

Gabrielle Dolan on LinkedIn (
https://www.linkedin.com/in/gabrielledolan/)

Story Intelligence: The Craft of Authentic Storytelling Made Smarter with AI (https://www.amazon.com/Story-Intelligence-Authentic-Storytelling-Smarter/dp/1394360878)

Nathan Isaacs on LinkedIn (https://www.linkedin.com/in/nathanisaacs/)

Learn more about Insights Unlocked: https://www.usertesting.com/podcast

Episode web page: https://bit.ly/4tCByqh

Episode summary:

In this episode of Insights Unlocked, Nathan Isaacs sits down with Andrew Thomas, head of marketing at Archer, to explore how deeply understanding consumer behavior—not just data—drives effective brand building and sustainable growth. Andrew shares lessons from scaling Archer into a nationally recognized brand, including how simplifying messaging, embracing distinctive brand assets, and aligning insights across product, packaging, and campaigns can unlock breakthrough performance.

The conversation dives into the realities of modern marketing—from avoiding internal echo chambers to balancing creativity with business impact—and why intuition, when paired with data, remains a critical decision-making tool. Andrew also discusses the challenges of rebranding in a crowded market, how to measure success beyond awareness, and where AI is (and isn’t) transforming marketing workflows today.

You’ll learn:


Why consumers don’t think in categories—and how that impacts brand strategy


How simplifying messaging can drive stronger engagement and growth


The role of distinctive brand assets in standing out on crowded shelves


How to balance bold creativity with measurable business outcomes


Why intuition is still essential in a data-driven marketing world


How to evaluate brand performance across both awareness and sales metrics


Practical ways AI can accelerate insights and decision-making (without replacing marketers)

Resources & links


Andrew Thomas on LinkedIn (https://www.linkedin.com/in/andrew-j-thomas/)


Archer Meat Snacks (https://archerjerky.com/)


Nathan Isaacs on LinkedIn (https://www.linkedin.com/in/nathanisaacs/)

Learn more about Insights Unlocked: https://www.usertesting.com/podcast