Jim White Customer Experience (CX), Human Insights, Methods, Videos CX
Jim White, Human Insights Strategist and Co-Founder of market research firm RealityCheck, shares how to apply human insight methods to CX and Customer Journey Mapping. By evaluating the experiences that people have with your brand in the context of their lives by tracking decision journeys and understanding the touchpoints that are most meaningful and relevant you can make more authentic human connections with your consumers
Christy McCormick
Senior Project Manager
Carol Dorf
Senior Insight Strategist
TONY SHEPPARD
Insight Psychologist
ESTHER PARK
Insight Analyst
KIMBERLY BAILIFF
Senior Insight Strategist
TARA P. McCOY, PhD
Insight Psychologist
JENNIFER MURRAY
Insight Strategist
My experience:
With a background in human-centered design, I try to get to the core of human insight. By paying careful attention not just to what stories people tell, but HOW they tell them, I find I uncover the richest insights, which translate to the most interesting applications. Ultimately, I’m in research to serve people and push work towards innovative territory.
Categories I’ve worked in:
What I’ve learned:
Consumers have more to say than even they know. With some built up trust, encouragement and the right promptings, you can have an insightful conversation with any consumer!
What a client can expect:
I truly have a love and passion for what I do. I push myself on each project to go deeper and deeper into the story until I’m able to articulate a story that is honest, actionable and nuanced.
When I’m not doing research:
I’m in one of two states, 1) Cozied up at home with my music playing and a nice cup of coffee or 2) Going out for a good drink, a good meal and catching some live music!
DAVID F HARRIS
President, Insight & Measurement, LLC
Quantitative Partner
My experience:
I grew up on the corporate side designing and integrating qualitative and quantitative research with secondary data to support decision-making. I was fortunate to have learned from some of the best researchers and consultants in the business. This experience gave me excellent perspective on all stages of product life-cycle development. It inspired me to write the book, “The Complete Guide to Writing Questionnaires: How to Get Better Information for Better Decisions.”
Categories I’ve worked in:
My approach to marketing research:
I start with helping clients clearly define decisions that will be made when the research is completed. Only then do we know what information to collect, and what study type(s) will get the information needed.
The best insight I ever uncovered:
Most surveys get biased and inaccurate information. The big insight is that we must learn the science and art of questionnaire design, do qualitative research first, and test and refine surveys if we want accurate information and sound decisions for our brands.
What I’ve learned about consumers:
The key to getting depth and insights from consumers is really listening and genuinely caring about each person. People can sense it a mile away if you are not really with them and if you are more focused on yourself and the report you are going to write.
What a client can expect from me::
Hard work, good science, and creativity.
When I’m not doing research, I’m…
I have the continuous learner gene, so I read a lot, mostly nonfiction, listen to podcasts, and watch documentaries. I like to figure things out, which is why I love to write. Years ago I cooked professionally and still love to play in the kitchen. I love humor and the way it abruptly forces us to see and feel truths. My favorite activity is good conversation. I learned that from my mom who used to say, “Every person is interesting if you just ask them the right questions.”
BROOKE EDGE
Senior Insight Strategist
My approach:
I bring a special blend of journalism, academics, and market research to bear on each project, enjoying the challenge of combining interpersonal communication with cultural and communication theory. To me, this allows for not only the revelation of human insights but also their effective application.
Categories
What I’ve learned:
People love to talk about what’s important to them. Sometimes it takes the right prompting, but little feels better than realizing someone’s guard has dropped and they’re sharing their valuable experiences and opinions with a former stranger.
What a client can expect:
Rigorous research design, with approachable execution.
When I’m not doing research:
I’m with two very active and entertaining kids, taking some time to myself on a walk, or trying to keep up with the latest great television.
TAMARA CURTIS
Field Director
My experience:
I have over 20 years of experience in Qualitative Market Research managing projects across various methodologies and industries. Prior to joining the RealityCheck team, I was former president of Fieldwork New York, a market research focus group facility where I facilitated focus groups and managed an in-house recruiting room and permissioned database.
Categories I’ve worked in:
My approach to fieldwork research:
I am passionate about market research and my role in field management. I feel that it is important to build trusting relationships and create partnerships working towards a common goal and ensuring flawless research.
The best insight I ever uncovered:
When someone shows you who they are, believe them.
What I’ve learned from working in the field:
To be proactive and always be prepared for the unexpected.
What a client can expect from me:
Keen attention to detail and a constant, positive” can do” attitude!
When I’m not doing research, I’m
Enjoying time with family and taking long walks with my Cane Corso, Dezel or off visiting my daughter who is away at college.
MARY BAYLES
Finance Director
My experience:
I have 30 years of experience running business operations for both privately-held and publicly-traded companies. My management skills were developed through hands-on roles in customer service, product development and support, financial accounting, human resources, purchasing and project management.
Categories I’ve worked in:
What I’ve learned about consumers:
Everyone wants to be got—no one wants to be had.
My approach to business management:
Treat the business as if it’s my own and give it the care and structure it needs in order to run smoothly and successfully. Change is inevitable—plan accordingly.
When I’m not working. . .
I’m an avid reader, film junkie, and all-around foodie. I volunteer as an ESL tutor and get away when I can to spend time with my far-flung family.
TOM STONE, PhD.
Insights Psychologist
My experience:
I am a clinical psychologist who has over thirty years of experience offering mental health services to individuals and families. I have this experience and further training in organizational psychology and applying clinical and group psychology applications in the workplace. Over these many years, I have facilitated and led numerous projects with a focus on program development, change management, leadership development, and strategic planning.
My approach to marketing research:
I approach every project with the primary goal of connecting with the marketing team and the people who are the subject of the research. I want to foster an experience of openness and receptivity by being friendly, warm, and affirming. We get the best data when the project is fun and everyone involved is energized by the learning experience. I love to see our respondents and the marketing team get caught up in the experience of new insights.
The best insight I ever uncovered:
We will reach greater consciousness by choosing to see the world through a “both/and” lens of the world than rather through “either/or” thinking.
What I’ve learned about consumers:
People primarily buy products that will help them to feel good about themselves as well as with a vision of who they want to become and be seen as.
What a client can expect from me:
Every client who spends time with me will feel heard, understood, and leave feeling better about themselves as well as knowing a little more about themselves.
When I’m not doing research:
I’m spending time with my family and friends. I enjoy regular exercise and golf. I am an avid reader about everything from fiction to history, to the wonders of science. I am also a firm believer in the benefits of meditational practice and spending time in solitude.
SAUL HOPPER, PhD.
Partner, Insights Psychologist
My experience:
I have worked full-time as a clinical psychologist in private practice for 35 years and have been a RC consultant for 15 years. I specialize in designing unique approaches to conducting in-depth interviews. With years of clinical experience and teaching of psychology, my interviews go deep to uncover underlying emotional drivers and blocks, while teaching researchers how to make practical sense of the data revealed.
Categories I’ve worked in:
What I’ve learned from working in the field:
Psychological insight is interesting but meaningless unless it can be translated into language that can be useful for brand development, strategy and marketing.
What a client can expect from me:
Youthful exuberance, a sense of humor and the wisdom of age.
When I’m not doing research, I’m…
Riding my bicycle, fishing, camping, or sitting in a sweat lodge.
LYNN GUTSTEIN
Field Research Director
My experience:
With over twenty years of market research experience in field vendor relations, I am responsible for managing field for both international and domestic projects. My expertise in methodologies and types of projects ranges from multi-cultural, ethnographies, online communities, digital diaries, CATI, and online and in-person intercept.
Categories I’ve worked in:
My approach to fieldwork:
Each day is a new challenge and I thrive on the fast-paced, ever-changing, multitasking role of field and vendor management. I am a passionate connector and negotiator who highly values my field vendor relationships and I enjoy juggling multiple project responsibilities and putting all the pieces of the puzzle together to get the field done just right!
The best insight I ever uncovered:
A thank you and showing appreciation goes a long way.
What I’ve learned from working in the field:
No 2 days are ever the same. EVER!
What a client can expect from me:
A masterful attention to detail coupled with clear, proactive communication.
When I’m not doing research, I’m…
Finding fun, new, colorful ways to decorate our home, chasing my 2 boys around trying to stop them from conquering the world, or with a glass of wine by the fire listening to Pandora and/or reading a book.
RACHEL PADRON
Field Director
My experience:
I have over 14 years of Marketing Research experience – mostly in field and research management. I also have experience in the management of online qualitative studies, ethnographic research, non-traditional location research, in-store research and multi-country international projects, as well as traditional qualitative and quantitative research methods.
I have kindled strong relationships with research vendors all over the world and believe that this is truly one of the reasons for my success. I engage in special interest pursuits such as research and focusing on diverse cultures.
I hold a BA in Cultural Anthropology from the University of Illinois, Urbana-Champaign and an MA in Corporate and Multicultural Communications from DePaul University.
Categories I’ve worked in:
My approach to fieldwork:
The best insight I can share:
Never say “never” – you never know when “never” will come around.
What I’ve learned from working in the field:
Putting all the right pieces together for a research project can be chaotic – I love trying to put it all together to make it a smoothly running machine.
What a client can expect from me:
Communication and problem solving.
When I’m not doing research, I’m…
Wrangling my two boys, lounging in the water, reading, cooking, or traveling.
LINDA CASEY
Strategy Director
My Approach:
My father always said, “things are not always as they appear.” Listening and ab-sorbing, with all of your senses and observational skills, make the difference. This is my approach: pay attention to everything; never force or accept an ostensible “fit” that doesn’t pass the gut check or feel true to life; there is always a thread, a line…but it is rarely A to B. I am willing to meander with people. It is not a waste of time, and I am highly efficient about it. Respondents always sense this, respect it, and go with it. They give me more because of it, and in the end, everyone gets more.
The best insight:
Best insight was while working as part of the “Got Milk?” team. We were faced with people “talking out of both sides of their mouths”: health versus fat content. The milk context HAD to change from a primary one of “health”, to a secondary – but more compelling – role as an indispensable accompaniment to craved, and not necessarily healthful foods. Brands marketers often avoid consumer tension as they feel it is “not clear”. It is clear. The best brands actually accept and lever-age the inherent conflict.
Categories I’ve worked in:
What I’ve learned about Consumers:
Sometimes people lie, but mostly they tell the truth. And sometimes, the most valuable truth is found in the lie – living as unrealized aspiration.
What a client can expect from me:
Depth, intuitive nature, and richness of experience. I always strive to think of what clients often haven’t had the opportunity to think about. This has saved significant money, time, or “face” (not necessarily in that order), more than once, in my career. They can also expect a fun and creative experience!
When I’m not doing research, I’m…
I smell the roses. I ride my horse. Talk cabbages and kings with my friends and two sons. I am a life-long traveler.
ANDREA LIMA
Senior Insight Strategist, Latin America
LATAM Website en Español
LATAM-BRASIL Website
My experience:
I am a clinical psychologist by training with degrees in Languages & Translation and Interpretation, and in Psychology. I have a deep curiosity about people no matter where they’re coming from or who they are.
Over the years, I’ve moderated numerous groups and in-depth interviews, designed and conducted numerous ethnographic studies across several LATAM countries, and presented 3 ESOMAR papers. The latest one was in 2015.
Categories I’ve worked in:
What I’ve learned about Consumers:
People are made up of ideas, emotions, religions, products, philosophies, relationships and time of life. To understand and to access people based on where they’re coming from, and translate this – in its different shades – into insights and possible actions to be implemented is my biggest challenge and pleasure. I love to see people working for people, and companies and brands moving to make life lighter, more colorful, more efficient, more accessible and more human. At the end of the day that is what the consumer research tool is about – strategically thinking about ourselves as humans.
What a client can expect from me:
I see my role as a “translator” between people and brands or companies…taking my deep understanding of people and translating that into insights that will help brands develop more effective strategies. Insights are built through dynamic experiences. I build them in partnership with clients.
What a client can expect from me:
Creative approaches. I find humor in almost anything. A thinking partner. A clear path forward.
When I’m not doing research, I’m…
Chasing the sun on the seashore or on the mountains, enjoying and sharing the vibe of my teenager daughter before I become an empty nester.
KERRY WASH
Senior Insight Strategist
My experience:
I started on the agency side, as a planner. I moved on to do research exclusively, because I find it the most inspiring aspect of marketing strategy. I’ve been moderating for about 25 years. I’ve worked with many Fortune 500 clients, talking to just about every type of consumer on just about every subject. (Which doesn’t make me old, just wise!)
Categories I’ve worked in:
My approach to marketing research:
My journalist training made me a deep digger. My advertising background made me a creative thinker. And at the risk of sounding like I’m running for Miss America…I love people! I find myself moderating dinner parties – can’t help myself. There are endless ways to get people to reveal themselves, and I enjoy finding the right one for every occasion.
The best insight I ever uncovered:
Even engineers become poets when provided with beautiful information. (It’s a long story.)
What I’ve learned about consumers:
They want to spill their guts, and rarely hold back when given the right opportunity and encouragement.
What a client can expect from me:
I am committed to more than the consumer perspective. I thrive on understanding the business challenges underlying every project because it makes me better at what I do. I always strive to provide strategic insight that can guide brands and companies both now and in the future. Sometimes it keeps me up at night.
When I’m not doing research, I’m…
Cooking or eating. I am a food fanatic and certified nutritionist, which makes my family love me and hate me at the exact same time. I enjoy reading about food, shopping for food, creating food, consuming food and sharing food. (I don’t really like cleaning it up…)
JIM CHASTAIN
Founding Partner, Emeritus
My experience:
Over the last 26 years, I’ve led hundreds of marketing research projects, moderated thousands of discussions and interviews, and helped to develop a number of innovative online insight tools. I’ve listened to a lot of people talk about how brands fit into their lives, and I have translated data and insights into a strategic framework that helps clients move businesses forward.
In 2022, I started a brand strategy practice called First Person Strategy to help brands create more meaningful connections with people. I’ll be leaving it to RealityCheck to uncover the deep insights and I’ll focus on helping brands apply them through the use of exercises and approaches that illuminate segments and targets as real people and lead to more compelling strategies.
Categories I’ve worked in:
My approach:
Teaching brand teams to listen not to the ‘target’ or the ‘consumer’ but to the person, and helping to create communications that connect on a deeper level.
What I’ve learned about consumers:
First and foremost, consumers are people, and when a brand reflects or affirms their thoughts and motivations, they feel understood and more connected to that brand.
What a client can expect from me:
An excellent listener, an experienced thought partner and a clear path forward.
JIM WHITE
Founding Partner & President
My experience:
I have 20 years of experience in consumer insights, marketing and brand strategy. As an advocate of online qualitative research and analysis, I’ve been instrumental in the design and development of online research platforms and analytical approaches for RealityCheck.
I hold a doctorate from Northwestern University in Communications Studies and have taught courses in Communications Research Methods, the Psychology of Attitudes and Persuasion, Popular Culture and Brand Strategy.
Categories I’ve worked in:
My approach:
I started my professional career as a newspaper reporter and in many ways I’ve never stopped thinking like a journalist. I still dig “to find the story.” I believe that good research, like good reporting, is about finding “the lead” – that single-most important insight – and conveying it in a simple yet compelling narrative.
What I’ve learned about consumers:
When it comes to brand choice, it’s more about emotion than cognition. People feel before they think.
What a client can expect from me:
Curiosity. Creativity. Clarity.
When I’m not doing research, I’m…
• Hanging out with my wonderful wife and my two great sons
• Playing or listening to music with my friends
• Cheering for my Wildcats (Both kinds. I’m a Northwestern Wildcat and a University of Kentucky Wildcat!)
