How Kohler Turns User Insights into Real Impact: UX360

Table of Contents

How Kohler Embeds User Insights to Influence Product & Experience Outcomes

**Nancy Liu, Director Of User Experience, Kohler Co.**

UX360: What motivates you to join the UX360 Virtual 2026 and what is the core message of your talk?

Nancy: I’m excited to join event because it brings together leaders who are shaping how organizations understand and deliver user value. As someone passionate about demonstrating the strategic impact of design, I see this as a meaningful platform to exchange ideas on how UX can move beyond product-level execution to become a driver of business transformation.

Join me at the panel discussion on demonstrating the value of user experience and enhancing user centricity across the organization.

UX360: How has this impacted your own work and your organisation?

Nancy: By demonstrating the tangible value of user insights, Kohler’s global UX team has become more deeply integrated into strategic decision-making—helping projects and innovations align around customer needs rather than opinions. For me personally, it has reinforced the importance of connecting design practice to measurable business and user outcomes.

UX360: How has User Research and Design as a practice evolved in the last couple of years, and how would you like to see it evolve in the next few?

Nancy: The integration of AI has accelerated our ability to democratize and scale user needs and insights discovery, allowing teams to design with greater foresight and precision.

Looking ahead, I’d like to see design evolve toward even deeper collaboration across disciplines—where researchers, designers, technical and business leaders co-create solutions driven by both human empathy and intelligent systems. The future of design lies in harmonizing technological possibilities with human values to drive meaningful and responsible innovation.

UX360: Given this evolution, what are two expected and two less obvious skills UX researchers should possess, and why?

Nancy:

Expected skills: First, strategic thinking — UX researchers are no longer just doers or executors; they must connect insights to organizational strategy, shaping vision and direction. Second, storytelling — moving beyond analysis and reporting to craft compelling narratives that influence leaders and drive action.

Less obvious skills: One is the ability to act as a user advocate — ensuring the human voice remains central amid AI-driven decisions. The other is serving as an ethics guardian — guiding responsible design and data use to ensure that innovation aligns with human values and societal impact.

UX360: Apart from work, what can delegates at the event talk to you about? Do you have any particular personal interests, hobbies or extracurricular activities and engagements?

Nancy: I love photography—discovering and documenting the beauty of nature and the authentic moments that reveal people’s stories. I also enjoy cooking and baking, especially hosting homemade dumpling parties that bring friends and family together over food and conversation.

UX360: Last but not least, we are publishing “reading/listening guides” on our blog, can you share your favourite recommendations for inspiration, learning and leadership:

Nancy:

In your ears: Podcast – Masters of Scale

Must read: Books – Good to Great; Now, Discover Your Strengths

UX360: Thank you so much, Nancy! We look forward to hearing more from you at the event!

The UX landscape is evolving fast. Whether you’re stepping into your first research role or leading a global design organization, yesterday’s skills won’t be enough for what’s next.

At UX360 Virtual Summit (Feb 4–5), global UX leaders will share how they’re evolving their practice to stay ahead — and deliver impact today. The agenda is grounded in real-world case studies and proven methods from teams behind. Approved speakers include: