In this enlightening episode of Pulse by Intuji, Julian Wallis speaks with Jared Spool, a renowned UX expert with over 44 years of experience in helping organisations use user experience as a competitive advantage. In this conversation, Jared shares invaluable insights on strategic UX leadership, the true cost of poor user experiences, and why understanding your users is crucial for business success.Drawing from real-world examples and his extensive experience, Jared discusses how companies can avoid costly mistakes by prioritising user experience and maintaining strong connections with their customers. Whether you're a UX professional, business leader, or product manager, this episode offers practical wisdom on creating meaningful user experiences that drive business value.Topics Covered:00:00:00 Podcast IntroEpisode snippets and guest background highlights00:01:29 Introduction Julian introduces Jared Spool and his extensive background in software engineering and UX.00:02:58 Defining UX and Its Business ImpactUnderstanding UX as a competitive advantage and how it affects market leadership.00:07:57 Strategic vs Tactical UXThe difference between reactive and proactive approaches to user experience.00:11:26 Evolution of UX How technology and user experience practices have changed over four decades.00:16:18 Measuring UX Success Discussion on quantifying and tracking user experience improvements.00:21:49 Case Study: Market Analysis Software Analysis of how customer success teams can mask underlying UX issues.00:31:32 The Sonos StoryDetailed examination of how UX decisions can impact business value and market position.00:45:45 Knowing Your UsersThe importance of maintaining direct connections with customers and users.00:47:18 Final Thoughts Insights on business priorities and creating lasting impact in the UX field.Key Takeaways from this Episode:The critical importance of proactive, strategic UX over-reactive, tactical approachesHow poor UX decisions can lead to significant business consequencesThe value of maintaining direct relationships with usersWhy user experience should be considered a core business functionThe real cost of using workarounds instead of fixing underlying UX issuesLearn More About Intuji:Visit our Learning Centre at (https://intuji.com/learning-centre/) for more resources on digital transformation, AI, and business innovation.Connect with Us:Pulse LinkedIn: (https://www.linkedin.com/company/pulse-by-intuji/)Intuji LinkedIn: (https://www.linkedin.com/company/intuji/)Intuji Website: (https://intuji.com/)Don’t forget to like, subscribe, and share this episode if you found it insightful!

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