In this episode of Dollars to Donuts I speak with Kathryn Campbell, the Director of Research & Insights at Ticketmaster. Whenever there is availability of somebody that might normally work on the marketplace side, they might tag team on an account manager project and that helps to inform them about that product. It gives them a little bit more purview. It facilitates internal sharing of learnings because we are a very large, complex organization. So that flexibility is both more satisfying to the researchers, but also benefits the product teams in the long run. – Kathryn Campbell Show Links * MoveOn * Kathryn on LinkedIn * Kathryn on Twitter * Ticketmaster * Live Nation * Amy Howe, President and COO at Ticketmaster * Kathryn Frederick, CMO at Ticketmaster * Customer Insights Center of Excellence * Ogilvy (formerly Ogilvy & Mather) * Jakob Nielsen: Why You Only Need to Test with 5 Users * Dustin Guinee, Lead User Experience Researcher at Ticketmaster * Hilary Bienstock, Cal State University, Fullerton * Brent Jefferson Lowe, Senior Manager, UX Research at Ticketmaster Follow Dollars to Donuts on Twitter and help other people find the podcast by leaving a review on Apple Podcasts. Transcript Steve Portigal: Welcome to Dollars to Donuts, the podcast where I talk with the people who lead user research in their organization. Over the past few years I’ve been volunteering with MoveOn a progressive organization. My contribution is to be part of their texting team, where they identify an issue or a cause and a group of us volunteers send text message about that topic to their membership. Last week I was part of a campaign raise awareness of best practices for protection against coronavirus. We don’t send text messages from our phones, it’s through a browser interface. A texter sees a pre-addressed, and pre-written message which they send, one at a time, usually thousands in total. When people respond, the volunteer can classify that response, which will produce a relevant response that we might customize to ensure it makes the most sense. MoveOn collects responses and future campaigns (say, for someone to call their representative about an issue, or to get out of the vote) a built based on what they learn from looking at their data. In this recent experience, we were asking people if they were practicing social distancing and sharing al link with resources and information. The responses that they were expecting were essentially, “yes I am”, “no I can’t (or don’t think I need to)”, “I need medical help” and “thank you.” The first day I participated, I heard from a number of people who were medical professionals. Now even though we are working on a dashboard with pulldowns menus, people are entering text on their phones, and have no idea what our interface is. They wouldn’t necessarily share their responses according to ...