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Zack is a mixed-methods researcher who transitioned from managing a restaurant pre-pandemic to becoming a UX researcher. Being homeschooled from an early age sparked a deep curiosity for human behavior and unconventional problem-solving. With a unique background, including a bachelor’s degree in film production, several associate degrees, he brings creative techniques and innovative methodologies to his work, delivering actionable insights that empower stakeholders to make confident decisions.
Zack led generative research and ideation that resulted in real estate's first AI-driven search experience at Flyhomes, addressing pain points that plagued traditional search methods for over a decade. Passionate about collaboration, he believes it’s the key to creating exceptional products, and services. As a long-form improviser, he applies a “yes, and” mindset to facilitate ideation sessions with diverse stakeholders, ensuring research leads to meaningful outcomes.
In our conversation, we discuss:
Zack’s shift from running a restaurant to leading UX research, and how that background shaped his curiosity.
The difference between hitting deadlines and creating meaningful outcomes across departments.
What it takes to keep asking hard questions during a study, not just at the beginning.
Step-by-step ways to connect with teams like sales or marketing, even when they’ve never heard of UX research.
How to use short videos, emotional storytelling, and collaborative workshops to get research noticed and used.
Some takeaways:
Research isn’t just for product and design. Zack treats UX like a dartboard with many targets. Impact grows when researchers map who else touches the user journey and pull those people in from the start. Sales, support, marketing, leadership; each group brings new context and different blind spots.
Ask tough questions even when the project is underway. When Zack senses something is off, he pauses. He isn’t afraid to bring up pivots, gaps, or flawed assumptions mid-way through a study. That level of care helps avoid wasted effort later, and teams usually respect the honesty when it’s framed around shared goals.
Start with a small ask when reaching out. Zack sends a quick message before booking meetings. His script focuses on what the other person is working toward and how research might support that. Once a relationship forms, it’s easier to loop them in during planning or synthesis.
Workshops land better with the right mix of people. Instead of relying on leadership alone, Zack invites people from across levels and functions to join ideation. Groups merge ideas step-by-step until everyone has shaped the outcome. That approach often leads to ideas that reflect both the big picture and day-to-day realities.
Make insights feel real. Zack uses breakup letter prompts and short interview videos to get decision-makers to stop, feel, and act. A one-minute clip where ten customers echo the same pain point can trigger more change than a research report ever could.
Where to find Zack:
Stop piecing it together. Start leading the work.
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Interested in sponsoring the podcast?
Interested in sponsoring or advertising on this podcast? I’m always looking to partner with brands and businesses that align with my audience. Book a call or email me at nikki@userresearchacademy.com to learn more about sponsorship opportunities!
The views and opinions expressed by the guests on this podcast are their own and do not necessarily reflect the views, positions, or policies of the host, the podcast, or any affiliated organizations or sponsors.
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