A Different Kind of Research: Gaining Strategic Insights Through "Listening Labs"

  • 16 Mar 2010
  • 6:00 PM - 8:00 PM
  • JPMorgan Chase, 277 Park Ave (East side of st., btw. 47–48th)



Mark Hurst will demonstrate the "listening lab" research method pioneered by his company, Creative Good, since the late 1990s. This is a truly disruptive process, Mark wrote recently, but may be most unusual for UX practitioners in that it does not require writing specific tasks before the research. Read more ».


This presentation is open to all levels and requires no previous experience in conducting usability sessions. The nature of this technique is primarily qualitative.


Mark HurstMark Hurst founded Creative Good, the world's first online customer experience firm, in 1997 - a time when few people had heard the term "customer experience" and even fewer knew why it was so important. Since then Creative Good has worked with hundreds of clients, from Fortune 500 to startups, on becoming more customer-centered and improving business metrics in the process.

In his spare time Mark pursues his wider interest in all forms of "good experience" including writing a newsletter and blog called Good Experience, which reaches tens of thousands of people every week, and running an annual conference called Gel (short for Good Experience Live) to spotlight the heroes and leaders in good experience.

Please arrive by 6:00 p.m. to allow time for security and registration. Photo ID required for building entry. It must match the name on the registration list.

Networking and Refreshments:6:00 pm to 6:30 pm
Announcements:6:30 pm to 6:45 pm
Presentation and Q&A:6:45 pm to 8:00 pm

Location & Host

JPMorgan Chase, 277 Park Ave (East side of st., btw. 47–48th)

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Deadlines, Transfers, Policies

Registration closes at noon Monday March 15th, 2010.

Refundable until noon Monday March 15th, 2010. Please send refund requests to RSVP@nycupa.org.

Transferable on or before noon Monday March 15th, 2010 by sending a request to RSVP@nycupa.org. You must get a confirmation of this transfer or it will not be valid.


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