#18 - Juggling Hardware and Software (and Service Design) Research with Susan Rice of Toast

At the end of the day, we’re really just lucky to be in this field. You get to learn all the time every day. And you can’t ever assume you know all the things because you just don’t. That’s just a human thing. To learn from our customers and to serve them, it’s just so meaningful.

This week on the podcast, Erin and JH talk to Susan Rice of Toast.

As Toast developed their Toast Go, a handheld POS system for restaurants, Susan learned a lot about researching for both hardware and software at the same time. She also talked about her passion for service design, what she loves about working in design and research, and how she juggles design for B2B, B2C, and everything in between.

About our guest

Susan Rice is VP, User Experience at Workiva. She previously led Product Design and Research at Toast, where she built and scaled the UX function 500% in 1.5 years to create right-sized product teams focused on solving customer needs across mobile, web, hardware, and services platforms