Usable vs. useful: Adam Hagerman on UX and the future of research in product development

Episode notes

In this episode of The Curiosity Current, hosts Stephanie and Elana Marmorstein talk with Adam Hagerman, a researcher and strategist whose career has spanned Apple, GLG, and Indeed. With a background in music, history, and public affairs, Adam brings a systems-thinking approach to research, blending qualitative depth and quantitative rigor to turn complexity into strategy. Adam explains how his career journey, from retail inefficiencies to shaping UX research functions at Indeed, revealed a truth: research is most valuable when it controls the narrative and informs what gets built, not just validates what already exists. He shares why the difference between usability and usefulness matters, how Jobs-to-Be-Done uncovers unmet needs, and why metrics like in-situ usefulness outperform NPS for guiding product teams. The discussion also explores how AI and automation can take on the dull and repetitive work, freeing researchers to focus on high-stakes, human-centered decisions. Adam emphasizes that influence in research is social as much as it is analytical; next-generation professionals must combine storytelling, contextual awareness, and foresight.