This episode of Dollars to Donuts features my interview with Danielle Smith, the Senior Director of Experience Research & Accessibility at Express Scripts. Something that I’ve really changed the way I thought about since I’ve been at Express Scripts — we are in the healthcare ecosystem. So the experiences we deliver, if they are not of quality, they do have serious repercussions on people’s lives and people’s time. We are ethically bound to measure the user experience from different perspectives. Before something launches. We have prototypes or concepts or ideas, we do our due diligence in terms of user experience research, to make sure that the thing that we’re putting out on the world doesn’t just happen to people. – Danielle Smith Show Links * Artwork hung in our living room * Danielle on LinkedIn * Danielle on Twitter * Express Scripts * Net Promoter Score (NPS) * DeBakey High School for Health Professions * Industrial/Organizational Psychology at Rice * Human Factors and HCI at Rice * Human Health Factors at Johnson Space Center 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. Many years after we moved into our house, we finally hung up our art. Sure, we had hung up individual pieces, something that was already in a frame, say. But it was always piecemeal, a nail here, a hook there. And we continued to accumulate meaningful pieces from travels or family events. And we continued to occasionally pull out the box (a moving box, made for a mirror, I believe) and spread out all the various bits and pieces and just generally fantasize about having them up. My goal, however, was to have a plan, an intentional way of placing the different posters, prints, photos throughout our home. Every time we would try that, I would get overwhelmed and give up. I tried taking small bites: after seeing homes with big frames and medium photographs, we chose a few photographs from our travels, blew them up, ordered specially cut mat boards, and frames. We mapped out where in our living room these would go; we essentially carved off part of the home and planned the photographs that would go there. I hoped that this would simplify the challenge of where to put the remaining posters, but we found ourselves stuck, still. Eventually, we opened up that box and made some hard decisions about what to hang and what to set aside, and then – before too much time could go by – arranged to get everything framed. We were inching closer, but sitting with our posters and prints, all framed, we still couldn’t figure out what to hang where and so (this shouldn’t be surprising) I got overwhelmed and gave up. But buried in that frustration and surrender was a recognition of what skills I’m missing – an ability to reorganize visual information spatially in a few different ways, a set of starting principles for grouping, placing, and so on.