Judd Antin, former research executive at Meta and Airbnb, discusses why user research teams become ineffective when trying to service too many concurrent demands.
“Most researchers that I know are working on teams where they're like, I'm the only researcher. And there's like, I have seven PMs and 20 designers and like I'm trying to do 10 projects and no one's going to do a good job that way. So researchers have to learn with their partners about how to say no and focus on the most important things.”
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More from Judd Antin
Opinion
Antin: Middle-range UX research is interesting but lacks business impact
“And then you have this middle range, which is this blobular place where the research questions are sort of middle altitude. And a lot of the core kind of, let's say user understanding questions fall here. And a lot of what research is doing is research in that…”
Judd AntinJan 4, 2024▶ 9:37The UX Research reckoning is here | Judd Antin (Airbnb, Meta)
Insight
Antin: Middle-range UX research enables performative customer obsession
“So they yield results, which are interesting, but sometimes hard to operationalize. They trigger the post hoc bias really, really, really well, where like a lot of people can say confidently like, oh, that was kind of obvious. We knew that already. And they fu…”
Judd AntinJan 4, 2024▶ 10:47The UX Research reckoning is here | Judd Antin (Airbnb, Meta)
Opinion
Antin: Average product managers perform customer centricity without real interest
“The average PM who lives in that land all day, every day. And what they do is not in the Venn. You know, I think those are people who are also like Performing customer centricity and performing user centeredness a lot when they're really not interested.”
Judd AntinJan 4, 2024▶ 23:17The UX Research reckoning is here | Judd Antin (Airbnb, Meta)
Opinion
Antin: Product design is plagued by performative design thinking rituals
“Design, it has a ton of performance and it comes from the fact that we have like figured out user-centered design, this process or design thinking, which IDEO popularized, like that's what we're supposed to do.”
Judd AntinJan 4, 2024▶ 28:27The UX Research reckoning is here | Judd Antin (Airbnb, Meta)
Insight
Antin: CSAT is more precise and business-correlated than NPS
“Customer satisfaction, a simple CSAT metric is better. It has better data properties. It is more precise. It is more correlated to business outcomes.”
Judd AntinJan 4, 2024▶ 1:05:18The UX Research reckoning is here | Judd Antin (Airbnb, Meta)
Insight
Antin: User Researchers Must Be More Focused on Profit and Business Success
“I think researchers need to be more profit focused. And there are a lot of people out there who think that's not, I think they think that's not cool or not research's job. And I'm kind of like, well, what are we doing then if we're not helping businesses succe…”
Judd AntinJan 4, 2024▶ 6:59The UX Research reckoning is here | Judd Antin (Airbnb, Meta)
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