Alex Genov, head of UX Research at Zappos, talks to Marek Pawlowski, founder of MEX, about designing retail experiences, understanding users as people and emerging user research methods. The conversation covers Genov’s early interest in experimental social psychology and expands into a discussion of how he has applied his knowledge in both financial services and retailers. Genov and Pawlowski also talk about Zappos’ core commitment to customer service and how its adoption of the holocracy organisational principles influence its ability to conduct user research without silos.Show notes with links to everything discussed:https://mobileuserexperience.com/?p=4392Contact:T: https://twitter.com/mexfeed/E: [email protected]