Customer Obsession Sessions 2025

Have a morning coffee and get your day started with Eric, UserTesting's CEO.

Ever wonder what your customers’ experience would be if you just observed them shopping on your site as they would in real life? In this session we’ll be exploring the different ways observational research has helped Amazonians share the Voice of the Customer with their wider teams and stakeholders. Seonaid Chappell, from Amazon Advertising, has experience creating a strong culture of sharing customer insights within her wider team, which has helped influence major team decisions. This session will dive into unique approaches to making sure teams are leveraging the voice of customers to guide their roadmaps, how to scale its impact and how to continuously drive change with observational data.

Featuring: Seonaid Chappell

What is the return on investment (ROI) of UX Design and UX Research?  During this session Sr UX Researcher, Kyle Thomas, will connect the dots on core concepts of usability with industry-leading best practices for measuring usability such as the System Usability Scale (SUS) and UX-Lite post-test questionnaires.  We’ll tie together the whole session with a measuring usability case study and meaningful Q&A with session attendees.

Featuring: Kyle Thomas

Take a moment to grab some food and discuss the morning sessions!

Join Principal UX Researchers Philip Begel and Kayla Burkholder as they share how their team leveraged UserTesting throughout the entire design process to build Amazon’s first-ever automated micro fulfillment center. They conducted over 150 research sessions over the past year and half, using a combination of unmoderated concept tests, moderated interviews, and content testing to shape the customer experience. Discover practical tips for maximizing UserTesting's platform for rapid iteration, stakeholder buy-in, and confident design decisions, with real examples of how quick testing cycles transformed this initiative's design, content strategy, and go-to-market approach.

Featuring: Phillip Begel & Kayla Burkholder

In this session, Jo Sasota will demonstrate how UX researchers can strategically bridge UX Design and Product teams through effective usability research to drive customer-informed product decisions. He’ll share practical approaches for gaining stakeholder buy-in on research plans, crafting compelling executive summaries that speak the language of business and design, and ensuring research recommendations are successfully integrated into product launches and roadmaps.

Featuring: Jo Sasota

In this session, Jensen Jia will discuss how he leverages GenAI functionalities within UserTesting to accelerate study analysis and provide Product Managers with valuable insights within limited timeframes.

Featuring: Jensen Jia

We'll be gathering with your colleagues at Penny Royal Bar the evening of Customer Obsession Sessions to network and discuss the day's insights! In your RSVP, let us know if we'll see you there. The address is below:

2000 Second Avenue
Seattle, WA 98121