Sean McLeary has helped transform experiences at some of the biggest brands out there. If you want to learn how to bridge the gap between early adopters and the mainstream, this is the episode for you.
At Macy’s:
Sean helped unify the Macys.com and brick-and-mortar experiences into one cohesive customer journey, increasing revenue across both channels.
↳ Lesson: Online vs. offline doesn’t have to be a competition. A seamless experience can lift everything.
At DocuSign:
Sean was part of the team that evolved DocuSign from an early tech darling into a tool trusted by mainstream users.
↳ Lesson: UX simplicity isn’t just nice, it’s critical if you want to cross the chasm into mass adoption.
On AI adoption today:
Sean talks about "empty box syndrome,” the trap where AI tools ship generic capability without real context for users. We can look at parallels early on in adoption of the internet and mobile phones.
↳ Lesson: Behavior evolves slowly, smart companies will guide users into new experiences instead of just throwing technology at them.
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We covered a lot of ground with practical ways to scale products and understand how new technologies take hold.
Summary
Today, we’re talking with Sean McLeary, VP of Product Experience at Intapp. In this episode, we’ll explore:
How Sean turned Macys.com and Macy’s brick-and-mortar into one cohesive experience, increasing revenue across both sources
How the team at DocuSign improved the UX to go from tech darling to mainstream product
The current landscape of AI adoption, addressing "empty box syndrome," and how AI’s parallels to the early stages of the internet help us understand how user behavior might evolve
LinkedIn:
https://www.linkedin.com/in/smcleary/
Chapters
00:00 Intro
01:23 Challenges in Bridging Physical and Digital Retail
03:13 Macy's Digital Transformation
06:44 User Research and Implementation
12:30 Impact and Results of Macy's Integration
15:04 Introduction to DocuSign's Evolution
20:42 Challenges in Highly Regulated Industries
21:51 User Research and Common Themes
22:11 DocuSign's Feature-Rich Product
23:40 Sender and Signer Dynamics
28:16 Trust Layer and Proof of Insurance
32:28 AI and Data Ownership
35:42 The Future of AI in Everyday Life
40:37 Outro
Follow on Socials
➡️ Jeff Wharton, Host: https://www.linkedin.com/in/jeffreywharton/
➡️ LogRocket: https://www.linkedin.com/company/logrocket
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