Sham shares his extensive journey through the customer service and experience landscape in this conversation, highlighting the importance of data-driven insights and cross-functional collaboration. He discusses the evolution of customer experience roles, the significance of strategy, and the challenges of defining customer experience in today's business environment. The conversation also delves into the future of AI in customer service, exploring its potential to enhance customer interactions while emphasizing the irreplaceable value of human touch in complex situations. In this conversation, Sham from Sentisum discusses the integration of AI in customer experience, the challenges faced during career transitions, and the importance of networking and personal branding. He shares his journey through redundancies, emphasizing resilience and the power of relationships in securing job opportunities. Sham also highlights the significance of building partnerships in the B2B landscape and offers practical advice on finding one's voice and establishing a personal brand. Links: https://www.linkedin.com/in/shamasaziz/ Chapters: 00:00 Reunion and Career Journey 02:53 From Customer Service to Customer Experience 06:06 Data-Driven Insights in Customer Experience 09:14 Identifying and Solving Customer Issues 11:56 Cross-Functional Collaboration for Customer Experience 15:09 The Evolution of Customer Experience Roles 17:55 Understanding Customer Experience Definitions 21:08 The Role of Strategy in Customer Experience 24:13 Talent and Product Market Fit 26:56 Attracting Talent in Customer Experience 29:57 The Future of AI in Customer Service 32:56 AI's Role in Solving Customer Queries 35:54 The Balance of AI and Human Interaction 41:13 Harnessing AI for Enhanced Customer Experience 45:16 Navigating Career Challenges and Redundancies 51:04 The Power of Networking and Personal Branding 01:02:21 Building Partnerships in the B2B Landscape 01:11:42 Finding Your Voice and Building a Personal Brand

In this conversation, Ube Urban shares his extensive journey into the design world, discussing his academic background in industrial design and computer engineering and how these experiences shaped his career. He reflects on the challenges faced in agency life, including navigating client relationships and internal politics. Ube emphasizes the importance of authenticity in the workplace, particularly for individuals from diverse backgrounds, and how this impacts their professional identity. He also introduces his entrepreneurial venture, Ube's Ice Cream Shop, as a representation of his creative expression, personal values, and the learnings he took when running this business.

Links:

https://www.linkedin.com/in/ubeurban/

https://www.ubeurban.com/

Chapters:

00:00 Ube's Journey into Design

09:05 Navigating Agency Life and Client Relationships

22:25 Authenticity in the Workplace

43:43 Ube's Ice Cream Shop: A New Venture

48:25 The Essence of Authenticity in Art

51:43 Creating a Personalized Design Framework

55:08 The Journey of Customization and Client Interaction

57:39 Bridging Personalization in Digital Experiences

01:01:45 The Importance of Hyper-Empathy in Leadership

01:12:59 Navigating Tough Leadership Decisions

01:19:40 Learning from Pain: The Path to Authentic Leadership

Summary

In this conversation, Amanda shares her extensive journey in the design and tech industry, discussing her experiences in contracting, transitioning to in-house roles, and her current position in the banking sector. She emphasizes the importance of a learning mindset, user testing, and stakeholder engagement in design processes. Amanda also talks about building an innovation hub and the future of design in the context of AI and evolving roles within the industry.

Links

https://www.linkedin.com/in/amanda-cano-252bb03/

Takeaways

• Amanda has been in the tech industry since the early days of the web.
• Contracting offers a fast-paced learning environment compared to in-house roles.
• Transitioning to banking required Amanda to adapt quickly to a new industry.
• User testing is crucial for understanding customer needs and improving design.
• Involving stakeholders in the design process helps change perceptions of design.
• Building an innovation hub can significantly impact an organization's design capabilities.
• AI is set to change the design landscape, but the role of designers will remain essential.
• A T-shaped skill set is important for designers to be effective in their roles.
• Regular communication and team meetings help maintain a strong design culture.
• Quality in design is paramount, and leaders must balance detail with trust in their teams.

Chapters

00:00 Amanda's Journey in Design and Tech

09:57 Contracting vs. In-House: Insights and Experiences

18:37 Transitioning to Banking: Challenges and Learnings

26:58 The Importance of User Testing and Stakeholder Engagement

35:22 Building an Innovation Hub: Strategies and Impact

43:40 The Future of Design: AI and Evolving Roles

In this conversation, Nada shares her extensive journey in design, spanning over 15 years, highlighting her transition from consulting to in-house roles. She discusses the evolving landscape of design, the importance of building partnerships within organizations, and the need for designers to take on more strategic roles. Nada emphasizes the significance of community building in the design space, particularly in the Middle East, and the essential skills for leadership, including empathy and a growth mindset. The conversation also touches on the challenges faced by product managers and the continuous cycle of maintaining high-performing teams.

Links

https://www.linkedin.com/in/katral/

https://design.alraedahdigital.sa/

Takeaways

• Nada's career began as an information architect, showcasing the evolution of design roles.
• The importance of outcomes in defining a designer's role.
• Problem-solving is a key skill for designers.
• The shift towards in-house product teams is changing the consulting landscape.
• Building partnerships within organizations is crucial for design success.
• Designers must maintain their 'design soul' even in squad models.
• Community building is essential for the growth of the design field.
• Empathy and growth mindset are vital for effective leadership.
• High-performing teams require continuous effort to maintain.
• Not all designers need to transition into leadership roles; growth can occur in various forms.

Chapters

00:00 Journey into Design: A 15-Year Odyssey

05:01 Consulting vs. In-House: The Designer's Dilemma

09:58 Building Partnerships: The Key to Successful Design Teams

15:02 Squad Models: Balancing Integration and Design Soul

19:49 Design Thinking Workshops: Bridging Gaps Across Departments

24:56 Community Building: Elevating Design in the Region

30:12 The Future of Design: Strategy and Leadership

34:57 Navigating Relationships: The Role of Design Leaders

39:48 Empathy and Growth: Essential Skills for Leadership

44:47 The Continuous Cycle of High-Performing Teams

50:09 The Role of PMs: Redefining Responsibilities in Design

55:05 Personal Projects and Future Aspirations

Batsi shares his career journey, which started with founding a design studio in Zimbabwe and eventually led him to his current role as a design leader. He emphasizes the importance of building a personal brand and leveraging cultural values in design. He discusses the concept of the Ubuntu Framework and how it can shape design and leadership. Batsi also shares his approach to hiring, focusing on mindset and authenticity. He highlights the need for a fair and value-driven recruitment process. In this conversation, Batsirai Madzonga discusses the importance of cultural diversity and representation in design, the challenges young designers face, and the power of social media in shaping the design industry. They also talk about Batsirai's personal projects, including creating children's books celebrating African culture and developing the Sankofa typeface in collaboration with Google. The conversation concludes with a discussion on the future of design and the potential impact of AI and human connection.

https://madzonga.com/

https://www.linkedin.com/in/batsi/

Ubuntu Framework: https://a.co/d/4wBZvN7

Sankofa font: https://fonts.google.com/specimen/Sankofa+Display

Batsi's books: https://www.amazon.com/stores/author/B0C1DMH223

Takeaways

• Building a personal brand and leveraging cultural values can enhance your career journey and bring a unique perspective to design.
• Ubuntu, a concept rooted in African culture, emphasizes humaneness and community, which can shape design and leadership practices.
• When hiring, focus on mindset and authenticity, and create a recruitment process that provides value to both the candidate and the organization.
• Exploitation in design recruitment can be a problem, and it's important to find a balance between assessing skills and respecting the candidate's time and effort.
• Diversity in teams, including different cultural backgrounds and perspectives, can spark creativity and innovation. Cultural diversity and representation are crucial in design to ensure a more inclusive and authentic creative industry.
• Young designers may be more vulnerable to exploitation due to their lack of industry experience, and it is important for design leaders to speak out against unethical practices.
• Personal projects can be a powerful way to address personal needs and make a positive impact in the world.
• Social media can be a valuable platform for sharing perspectives, building a personal brand, and inspiring others.
• The future of design is uncertain due to the exponential growth of AI, but the focus on human connection and leveraging cultural backgrounds can help designers navigate and adapt to the changing landscape.

Chapters

00:00 Batzy's Career Journey

08:12 Leveraging Cultural Values

15:28 The Ubuntu Framework

19:14 Mindset and Authenticity in Hiring

27:29 The Power of Diversity in Teams

43:09 Addressing Exploitation in Design Recruitment

54:33 Cultural Diversity and Representation in Design

55:00 Challenges Faced by Young Designers

57:30 The Power of Social Media in Shaping the Design Industry

59:21 Personal Projects: Celebrating African Culture and Making a Positive Impact

01:12:38 The Future of Design: AI and Human Connection

Parminder shares his journey from working in a corner shop to becoming a VP of Product and Design at Africa's biggest FinTech. He emphasizes the importance of curiosity, communication, and prioritization in building successful products. Also, he discusses the need for open and direct communication in teams and how he encourages others to adopt this approach. He highlights the value of structuring communications, the power of following up with outputs, and collaborating effectively with executive stakeholders. Parminder advises aspiring leaders to create a development plan focused on personal growth and leverage their team members' expertise. Parminder shares his insights on developing as a leader in product and emphasizes the importance of focusing on just a few critical areas for improvement at a time to level up. He also discusses the value of feedback from colleagues and family members for faster growth and the benefits of reading books in navigating the leadership transitions at different stages of his career. Parminder highlights the need for adaptability in leadership, especially in remote work settings, and the challenges of managing product and design teams. The conversation also touches on the conflict between designers and product managers and the importance of demonstrating the value of design to stakeholders. In this conversation, Parminder discusses the role of product management and design in the tech industry. He emphasizes the importance of collaboration and the diverse skill sets needed in product development. Parminder also explores the evolving nature of product management and the impact of big technologies like AI and machine learning. He advises individuals entering the field to choose their craft, be collaborative, and focus on fundamentals like communication and organization.

Takeaways

• Curiosity and a passion for adding value and making an impact are vital traits for success in product management.
• Effective verbal and written communication is crucial for building successful products and collaborating with colleagues.
• Prioritization and a focus on user experience are essential in product management.
• Building a culture of open and direct communication can inspire and motivate teams.
• Creating a personal development plan and leveraging the expertise of team members are essential for aspiring leaders. Develop a development plan and focus on a few critical areas for improvement as a leader.
• Seek feedback from colleagues and family members to gain insights and identify areas for growth.
• Read books on leadership that are relevant to your current career stage.

• Demonstrate the value of design by showing the work and involving stakeholders in the process. Product management and design require collaboration and diverse skill sets.
• The role of product management has evolved over time, and there is ongoing debate about its value and relationship with other roles.
• AI and machine learning will impact the future of product management, particularly in areas like customer experience and innovation.
• Individuals entering the field should choose their craft, be collaborative, and focus on fundamentals like communication and organization.

Chapters

00:00

Introduction and Background

05:12

The Power of Curiosity and Communication

11:44

Prioritization and User Experience

18:31

Building a Culture of Open Communication

23:40

Creating a Personal Development Plan

33:17

Developing as a Leader: Creating a Development Plan

35:19

Seeking Feedback: Insights from Colleagues and Family

37:42

The Value of Reading: Books on Leadership

45:29

Adapting to Remote Work: Challenges and Strategies

49:59

Managing Product and Design Teams: Hiring and Collaboration

56:28

Demonstrating the Value of Design: Showing the Work

01:01:27

The Importance of Collaboration and Diverse Skill Sets

01:04:23

The Evolving Role of Product Management

01:08:09

The Impact of AI and Machine Learning

01:17:24

Advice for Individuals Entering the Field

Dr. Gyles Morrison shares his career journey in clinical UX and the importance of combining medical knowledge with UX skills. He emphasizes the need for a strong foundation in formal education and self-directed learning, as well as the value of mentors and real work experience. Dr. Morrison discusses the challenges of leadership in the healthcare industry and the impact it has on the success of digital health startups. He also explains the unique characteristics and skills required for clinical UX, including a genuine interest in helping people and a scientific mindset. Dr. Gyles Morrison discusses the importance of research in clinical UX and the challenges faced in the healthcare industry. He emphasizes the need for collaboration between UX professionals and clinicians to ensure the best outcomes for patients. Dr. Morrison also highlights the role of the Clinical UX Association (CUXA) in building a community, providing training, and advocating for change in the industry. He expresses concerns about the overreliance on AI in design and the potential impact on the role of designers in the future.

Takeaways

• Combining medical knowledge with UX skills can lead to a successful career in clinical UX.
• A strong foundation in formal education and self-directed learning is crucial for developing expertise in the field.
• Mentors and real work experience are valuable for gaining insights and improving skills.
• Leadership plays a significant role in the success of digital health startups and the overall healthcare industry.
• Clinical UX requires unique characteristics and skills, including a genuine interest in helping people and a scientific mindset. Collaboration between UX professionals and clinicians is crucial in creating effective digital solutions in healthcare.
• The Clinical UX Association (CUXA) aims to build a community, provide training, and advocate for change in the industry.
• There is a need for more research in digital healthcare solutions to ensure patient safety and improve outcomes.
• The overreliance on AI in design may have negative consequences and should be approached with caution.
• Designers should focus on the unique skills and creativity they bring to the table and continue to advocate for the importance of human-centered design.

Chapters

• 00:00 Introduction and Career Journey
• 09:25 The Importance of Mentors and Leadership
• 16:30 The Role of Failure in Clinical UX
• 28:18 Challenges in Hiring for Clinical UX
• 31:51 Understanding Clinical UX
• 42:07 Collaboration in Clinical UX
• 44:02 The Danger of Assuming User Understanding
• 47:34 The Importance of Research in Digital Solutions
• 49:25 Similar Challenges in Different Fields
• 52:20 Advocating for Change in Healthcare
• 54:42 Mentorship and Networking in Clinical UX
• 56:36 Navigating Conflict and Pushing for Research
• 01:10:38 The Risk of Overreliance on AI in Design
• 01:13:46 The Importance of Human Design Skills

In this conversation, Jonathan shares his journey from Australia to becoming the Head of Design for multiple organisations, discussing the evolution of UX in the Middle East and the challenges faced in research and acceptance. He emphasises the importance of shifting mindsets from execution to strategy, building trust, and the value of adaptability in design processes. The discussion also touches on work-life balance, the significance of community in design, and the future of design leadership, highlighting the need for interdisciplinary roles and the importance of storytelling in the design field.

Takeaways

• Jonathan's journey to Dubai was unexpected but rewarding.
• The UX field in the Middle East is still evolving.
• Research in UX is often misunderstood and undervalued.
• Designers need to shift from execution to strategic thinking.
• Building trust with stakeholders is crucial for UX success.
• Adaptability in design processes is essential for success.
• Work-life balance is a growing concern in the design industry.
• Community plays a vital role in the growth of designers.
• The future of design will require interdisciplinary skills.
• Leadership in design must evolve to meet new challenges.

Chapters

• 00:00 The Journey to Dubai: Introducing UX in an Unfamiliar Region
• 04:01 The Power of Usability Testing: Understanding User Behaviour
• 06:21 Going Beyond the Swim Lane: Understanding the Business and Product
• 11:20 Adapting and Evolving in a Saturated Design Industry
• 16:55 Focusing on Value and the Language of the Business
• 30:41 Defining Roles and Establishing Industry Standards
• 36:41 Building a Community: The Journey of HCD Meetup
• 49:41 Tips for Starting and Growing a Community
• 53:54 The Challenges and Rewards of Public Speaking
• 01:05:46 The Impact of the Pandemic on Events and the Shift to Online Platforms
• 01:08:59 The Value of Recording Talks and Building a Knowledge Library
• 01:10:38 Giving Opportunities to New Speakers and Fostering Growth
• 01:16:43 The Power of Mentorship and Tough Love
• 01:18:52 The Importance of Community and Networking
• 01:23:38 The Future of Design: Interdisciplinary Teams and Evolving Roles
• 01:26:16 Challenges and Importance of Design Leadership

Keywords UX design, Dubai, user experience, design community, leadership, service design, design research, design processes, work-life balance, design trends