Solving Japan’s CX Dilemma; Why Better Research = Better Design = Better CX with Ryan Hart

In this episode of the Business Karaoke podcast, we have the pleasure welcoming back Ryan Hart. Ryan first joined us in episode 34 to talk about Customer Experience and today he joins us to dive deeper into solving Japan’s Customer Experience Dilemma and why better Research, leads to better Design and better CX.

Ryan currently empowers a team of talented creative and strategic doers to help accelerate experience, digital, and cultural transformations for organizations in Japan at the PwC Experience Center in Tokyo.

In this episode Ryan leads us on a journey to explore the importance of elevating Research and Design to have an earlier seat at the decision making table, the consequences of improving user research to progress from design for functionality to design for emotion (or not) and most exciting Ryan shares with us a string of stories from the field.

I hope you enjoy this conversation as much as I did. Please leave your feedback with me on you favorite social media platform. It absolutely makes my day to know what you enjoyed and more importantly, WHY, so that I can bring you more of what you'd like to see in future episodes.

Let's begin!

Key Conversations 💡
02:08  |  How Ryan got started in CX and his personal mission in Japan
10:08  |  Elevating Research and Design to have an earlier seat at the decision making table
20:40  |  Redesigning from form follows function to function follows feeling and the current state of user research
28:58  |  A surprising piece of data a skin care company uncovered through research
31:25  |  How to small with research and the 5 persona guide
37:20  |  A memorable research success story and the power of agile communication in the design process
45:40  |  The consequences of product and service design in Japan lacking both meaningful human centered research and design

Here's a few more places you can learn more about Ryan ⬇️
Ryan's previous BKP episode  |  https://www.buzzsprout.com/1009438/6567415
LinkedIn |  https://www.linkedin.com/in/ryan-hart-a9254b4/