DR2023 Sarah Heimeier - Elevate your design research

How to gain rich, valuable insights to help you truly understand your customers.

You might be comfortable designing based on data, but how rich and robust is that data? In this talk you’ll learn how to conduct meaningful research in a fast, easy and more effective way. It will explore ways to plan and run research, so you can gather unique, valuable and actionable insights. Come along to master the tools and methods you need to improve your design research practice so you can create rave-worthy experiences for your customers.

Transcript

1. N e ha h a ed ed a c f a e e e a d he ef e a c a e . Th a c he e f Ca LIVE a d he a h ed a e b e f a e a d a be c ed ed b a he a h a h a . .ca e.c .a ca e@ .c 0447 904 255 UX A a a D R a c 2023 W a , 15 Ma c 2023 Ca ed b : Be ade e McG d c & Ka e A a
2. Ca LIVE Ra T a c _____________________________________________________________________________________________________ N e ha h a ed ed a c f a e e e a d he ef e a c a e . Th a c he e f Ca LIVE a d he a h ed a e b e f a e a d a be c ed ed b a he a h a h a . 5 fee e de g ha g he f ac ha ha he e a ha e. I he a fe e de a d ea he e I a g g h ha , h dea ha a a e c d be a de g ed h g, a he ha a c ea f eg a a d c e a d ha d f ff. The dea ha he e a e de g c e ha he e a e , ha ha b ec e , ha h e b ec e a e c -de g ed h he e e h a e ac ed b a a a d a f ha d f ff. I h e g he e he e d. I a a e e g c e a a d h d de a d ha e ? Wha he e ea ch b ec e? Wha ' he e ha a de de a d a e ? N he a a acc a de a d a e b he a a ec de a d a e , he a e h ab ea h ed b a d e a a d h e f h g a d he e a a , he e ha a a a h e f echa . Y ca ' d e a g e a e f ea h a d c e e a . Th e h g a e ed ge he . H d I de a d h e f h g ? Wha d e a efac e? Wha d e e e? Wha he e a f a ? Th e f e a e e e g cha e ge . I e . O e e e a da f Sa ah He e e . I fee ha I ha e b che ed a e, Sa ah. SARAH HEIMEIER: Pe fec . STEVE BATY: Sa ah a ab h e de g e ea ch ac ce a d ea e e e c g Sa ah he age, ha ch. (APPLAUSE) SARAH HEIMEIER: Tha ch f ha S e e. Y d d a
3. Ca LIVE Ra T a c _____________________________________________________________________________________________________ N e ha h a ed ed a c f a e e e a d he ef e a c a e . Th a c he e f Ca LIVE a d he a h ed a e b e f a e a d a be c ed ed b a he a h a h a . 5 a a e gh . Tha , e ch. I e ha d, he e a E a d I . Tha f g e. A a ee age , I d ge f bed a 5a a S da g g a d ce b ead W h a d I a he ba e ec a 5a a d be e e e, he beg g, I a he be h g ce ced b ead, fac , a e cha c a d e e f . Le e e he ce e f . I a g a d, c g b ead, dea g h c a f c e a d he b ead g g e e . A I' c g he b ead, he e ce a da he e I ha e ced a f he b ead a d e e ac a a ce he b ead, e e I e e ced a f he b ead a a d ch b ead a d ha e e a a a b ead. The e a d ffe e de he b ead ce , e f a d ch a d e f a . I d d ' e e ea e he e a a d ffe e ce, I h e a f he b ead d e de a d h ed f he be . D ' e e ge e a ed he d gh . Ha a e e e ade d gh bef e? I ha e. I g d he b ead a d he d gh a he a e e. D g he ge he a g cha e g g. I d be c g he b ead a d he he d gh d a ge g bac ed a d be h c , a f he e e d ha e a d e beca e he d gh had a d I f g ef . The I d be f a ca c g he , b g h , g he a c a d g he c a a d b h g a f he def ed d gh I c ea ed. E e a , I a d g he b ead a d he d gh a he a e e a d I ha e a he e a g c e c g a d c a g e beca e I ced a f he b ead, I ced he g a , I a de ed he d gh a d ha e e ea a he b ead a d d gh a S da g. Wh d
4. Ca LIVE Ra T a c _____________________________________________________________________________________________________ N e ha h a ed ed a c f a e e e a d he ef e a c a e . Th a c he e f Ca LIVE a d he a h ed a e b e f a e a d a be c ed ed b a he a h a h a . 5 ha e h gh ? The h g ha I ea ha - ac a , I a e a e bac . Wha I d d a ce a I e ded h g a b ch f b ead he b ead ce a e e ha I had e gh a d he h g b h de ha I ade e I had a a d a d ch b ead. E e he , I a ad g a d a d he e a d ea ed c e e e he e. Th c e e cha ha ca ha e h c e e ea ch he d e gh a d a ce ' f ed. T da I a e h gh ha d bef e, d g a d af e e ea ch, ha d e ' a c e e c e gh a e e b ead a d d gh , h ch d d ' e e . Whe h ac f e ea ch, he ca c ea e a ab e, ac ab e c e gh ha ca a de g a d ge h e ea b a d he ce . The f h g d , bef e e ea ch, a g. O e f he h g ha ea a ge gh a he a def e c ea e ea ch b ec e . Ma g e ha h ea a def e ha ha e a ea a d ha a e e a g e e ge he ? Def g he dec ha a e g a e, he ea g a e g d a d a h he ha a e g e h gh he e ea ch. H I ha e d e h bef e , he d g e ea ch h ee f e ea , I def ed e f e ea ch b ec e h ea , ge g he b a d ge he de a d h e a c e fee he he a e e ac g h . B de f g h a e ea ch b ec e ge he a d a fe he , I a ab e ge he b e he a e e a e de e g a a ga a a d he e a e e g g h he e ea ch, ha d e a d ge he ? The he he a f h be ab e g e e e ha
5. Ca LIVE Ra T a c _____________________________________________________________________________________________________ N e ha h a ed ed a c f a e e e a d he ef e a c a e . Th a c he e f Ca LIVE a d he a h ed a e b e f a e a d a be c ed ed b a he a h a h a . 60 be c ea e h gh e ea ch. If a e ca be e c g a d e a a e e ea e gage a d d d ffe e ac e a d a a ab e . Y a d h g ha a he e d ffe e e a d a h e e ha a ab he a beha , a e a a g ab he a beha a e a he a e e e ce , a e ab e a de a d he a d he e e e ce , ca a ha de g . Wha I e d g e e e ac e d , e b a d , hee , e a h , e a d ge g he e gage d ffe e a . Whe I a d g e ea ch ab e , I ga e e e he ac ba ca e e e e a d ha e e e he Pad. I a e f , I ea e ed . Th gh he e e e , I a ab e hea f e e ha he ed he Pad beca e a ed he c ec h he fa . The e e ab e c ca e he a ha ed f he . The e e ab e d a , d ha d g, h che e a ha he a ed a d he a he he a e g, he d d ' fee e he e e ed d b a hea c e , he e e ab e g a he e. The had f eed he e e . I he b ea - e e he ab e , I hea d ab h ha d a c ea e c e a d h a a f ce , e c g, a g a d g be ee ab a d I a ab e ee a d de a d he d ffe e e ha e e e e e e e c g he c ea g ha c e . A he e a e ha I ha e d g e e ea ch a e a e f ga a , I g e e a a g ab he fee g , e f h he fe a d he f a ce a d I ga e he d ffe e e ca d , a d he he ab e a d he ed
6. Ca LIVE Ra T a c _____________________________________________________________________________________________________ N e ha h a ed ed a c f a e e e a d he ef e a c a e . Th a c he e f Ca LIVE a d he a h ed a e b e f a e a d a be c ed ed b a he a h a h a . 61 e e a a c a e he h gh a d he fee g . I hea d e f e e ab e e had ece g e h gh a a d ce. I hea d h e ed he fe a d a he fe ab he f a ce . The e e e beca e he had a f c ed ca d deb . The e e g a ff he h e a d he e e e e ed . The e e g h ee b , h ch h he e e he e ea g e a . I a ab e de a d he e e a d hea f he a d a de a d he e e e ce a d ge g he ea e gaged he ce . O a he e ha I f d ea f , I d beca e e f a d e f he ga e ha e d ec e d, f a d , c ea g a e b. Wha a e b? A e a d gh f a g. The ce f d g h ge e e e a d a d a c c e a d e d a a e he each a a d. The g a d he c c e a d e e a c e a e he e fee ach ha h e b d e. Y a e c ea g e ha e , e ha e a e e he a e d e ' fa fa f he ee he g e ' g d. Y a e c ea g ade e b a d ab ge g he ea he a e age, ha g f a d ge g he c ec h each he . O e ha I ha e d e bef e h a e e d g. O ce ge he e d, e e e ha g , e , e , e a d ha e d a a fa c g f c a . Y ca ' d a ea c a beca e a e e h he . I ha be a fa c c a . The he a ab c g h e h g c e e , e ha e e a e ge he . The he a a a d a g ha I f d ea he e f e ea ch ha h g ahead a he e a e e g g. P a g a a a a h a e e g g d he he a d h
7. Ca LIVE Ra T a c _____________________________________________________________________________________________________ N e ha h a ed ed a c f a e e e a d he ef e a c a e . Th a c he e f Ca LIVE a d he a h ed a e b e f a e a d a be c ed ed b a he a h a h a . 62 a bac a d ha g ha d a he a . The he a c ea e e h g ha e a e h a eh de , he a e ab e c ec h a d e h g ha a e g g he a he ac e e' e g g e d he P e P . I c ea g e h g ha a c a e ha f d , a g he c ec h a d a de a d a d he g bac a d efe . H I ha e d e h bef e he d g e ea ch h ee f e ea , I had a he e d ffe e age ha I ga e ea a a c a e ha f e fee e, ha d e e a d h d e e e ac h each he he f e? I hea d e ha f e e e e ce e a PT, he a e he e c ach . The e ha d e a e, he a e e d he e e c e gh . The ee acc ab e he d ' a d a e. I a e a ba be , he e, c ed e, he a e he e a d ca e a d he ge e. Whe a g h e ea ch, I e a he e d f ha I ea a ed d a be ab e a bac he ea a e e he c d a e ge he h e. B he e d f , I a ab e e he e a bac he ea a d c af e e e ce c e a d b ha g he e age a a f he e ea ch a d a bac , e e e a ab e a ee ha e e e ce e e e c ea g a d ha e e e g a d h ee f e ea . N ha ha e a ed e ea ch. I e . I d ' f ha e hea d ab h a bef e, he e a fe he e e ha ha e a ed ab c de g . I fee e e e e cah . O e f he a a , e f g e ea ch a d e a ch g , e f he de g ce , g a c de g a ach. Ma g e ha c e e ec e a d de f e dea , beca e a e ab e de f e dea h ea
8. Ca LIVE Ra T a c _____________________________________________________________________________________________________ N e ha h a ed ed a c f a e e e a d he ef e a c a e . Th a c he e f Ca LIVE a d he a h ed a e b e f a e a d a be c ed ed b a he a h a h a . 63 b g h he a d a he e e h a e e e e f he b e ha a e g a d b g g he a g f he e a d a g he ce a de g ce he ca ha e a c ea e c b he a e f g a d he a e g b e . H I ha e d e h bef e he d g e ea ch h f a c a ad , I ed a b ch f he a g a d ga e he c ea e c f de g g a e da hb a d f h d e c ea e f a c a ad ce? We had h e a d ge g he ba ca e ha e he b e , e he ag a a d a g he f h e c ea ed ha f a c a ad ce ha ed f he a d h he d d f a c a ad ce. Wha I e ded d g a , I ed e ad f each ac ce b I e ded ha g h e f a c a ad ce ac ce c e a g, h ch he e e e f e he I ed h he he e e e e e. I a ab e h he he a e f he be g a f he de g ce a d ge g he b a d, he c e a g a he e e e c d dee d e a d de a d he ce a d a e a ha ed f he . Wha I a ab e de a d f he ce ha he ad e e d g a g d ffe e ac he c e ' a . See g h ac ed he g a a d he g a he f a c a ec g "Ha e I h c e a be e ace? Ha e I d e a e g d b? Sh d I a e cha ge ?" A d be g ab e h he f . We de g ed a c ea e g ea f a c a ad ce a d a ha ed f he f ade ea e f he d h g . The e a f g e ea ch he a e c ed e . Th e a d ha be g ab e , e a f he d ffe e e f e ea ch a e g, a e a ab e e, f d '
9. Ca LIVE Ra T a c _____________________________________________________________________________________________________ N e ha h a ed ed a c f a e e e a d he ef e a c a e . Th a c he e f Ca LIVE a d he a h ed a e b e f a e a d a be c ed ed b a he a h a h a . 64 eed g h gh he a c ca c ea e e h g ha ca efe bac ea d g he e , ha g e a e d e h g, a e e e a e c ed. H I ha e d e h bef e he d g e ea ch e ffe , he I had a he e d ffe e ca d ha e e e g a d e ed a f he e a d he I had a e f a c a a d a e f e a e a d ha e d d a e had he e d ffe e ca d a d e he P - e a d he each f he ffe he e a d he , e e e ab e ee h ch e e f ed e , ha cha ge h d e a e? Wh ch e h d e g f a d h? Wha a e he e ha e ha e de f ed g f a d h? I he ed a e ha e a d a de f ha ga e had e ea ch a e . A he a ha I e be ab e ge a eh de ed e ea ch a c ea e c e- a g age f he . Th e a he d g e ea ch da ed a e f he b e a d I c ea ed he e e ca d ha he a eh de e e ab e e ha a g ed he d ffe e ac e e e e d g a d a ea e e e e g he c d he e d ha d he ee a d ha a e he b e g? The e e ab e ge ed he e ea ch, ead f c g a g, a g he a , e g a d ea he e e ab e a c a e ha a I hea g, ha g a d ha , he g he he d c e had af e a d . The he e a f h e a ac e . Wha I e d ha e he e d ffe e a ac e ha a c e ea he he a e he h gh , a ha ha e e d c ed d g he e ? Wha a e he d ffe e e e e ha he ha e a ed ab ? The he g he a c a e a ea a , I ca e he e h f de e a e a f he a ab ha e ha e e ed h gh he e .
10. Ca LIVE Ra T a c _____________________________________________________________________________________________________ N e ha h a ed ed a c f a e e e a d he ef e a c a e . Th a c he e f Ca LIVE a d he a h ed a e b e f a e a d a be c ed ed b a he a h a h a . 65 I ha e d e h bef e, he de g g a e f a c a a I ga e e e h ee he ha he c d a he ag c ge e ha e had ab he f a ce . Wha I hea d a e a d "Wha ha e h d I b ? H d I a e f a ce a age he e e ? H d I a f e e e ?" A d he , f c e, e e e a ed f e he . The ag c f a c a ge e, h d ' ? Sad , he c d ' . Wha e e e ab e d a de a d ha e e e e g f , ha e e he d ffe e eed f h f a c a a , a d h c d e e he g g f a d? A he a f ha e ea ch, e had h e f- e ed a d de a d g e e ' c f de ce h f a ce a d h he a ed e . We d a he ba ca f h , e a he a ge a de a d g f h c f de d he fee he a e a d he e g he e d f he e e e e ab e g - ba ed e f he e ha he a ed he ge e, he e d e fee e he ? Wha eed d he ha e? Wha ga d he ha e, e f he edge? We e e a ab e de a d he d ffe e c e eed a d h d e d ffe f he e f- e ed f ha he ea a ? Y he e ea ch. I e d he a d a bac dec a e . Wha I e d af e each e d a b a d a gh a a , d g h d d a , e d ' add a e a b a e f a e e e h he e . P g d ha d he e a d he a de f g ha ha e ha e hea d a e a e ha cha ge d I a a e g g f a d he e e , I a ab e a ee f, ha e e a e ed e ea ch b ec e ? D e eed a e cha ge ? The he a ce ha e d e a b ch f e ea ch e , e e e I d d 18, ab e he bac a each f he 18 e ha gh ha e
11. Ca LIVE Ra T a c _____________________________________________________________________________________________________ N e ha h a ed ed a c f a e e e a d he ef e a c a e . Th a c he e f Ca LIVE a d he a h ed a e b e f a e a d a be c ed ed b a he a h a h a . 66 f g e ab a d be g ab e bac a e e e ed h e a d ee a a he g f a d h he . The he a ha I f d ha d ha e a e e a e a e he g f ce a d c ea g fa a f a eh de a he ha e ec g g f a d a d ha h d he e ec b he e d f he e ea ch a d a g he ha e e h g ha he ge ed a e . H I ha e h ge he bef e , e ha I e I ha e e ea ch b ec e a he . Th e he a P e P a d he I ha e a de c f a c a , h d d e e e ? Wha e e e f he cha ac e c ? The I ha e d ffe e ec f e ea ch, b e d h e a d he e ea g h ec f each f he d ffe e a ea f e ea ch. I he ha e he c ee , a d ag a f he e ea ch, a eh de ca c ec h , he be ha a gh f d g ha e had a d he ea a a , he ec e da , e ha ha ? Wha a e e ec e d g e g f a d h? A add a e ea ch. Th a e he f . Y ca a ha a e e f he h g d d ' a e d g he e ea ch a d ha a e e f he e ha ca e ha e d d ' ea e? I f d he he a eh de a "D d e f d h a d ha ?" I he e fec h g g h a ce ff, a eg a ac ha e a e d g ge he . The he a e e a , e ea e a e f e ea ch. Th ea ab be g ab e b g e ea ch fe e e ca c ec h a d a e gage h . He g a eh de a de a d a e e d , g a a a g de . H I ha e d e h bef e ha I ha e ge he , he I ha e bee g d g e ea ch a a d ec da
12. Ca LIVE Ra T a c _____________________________________________________________________________________________________ N e ha h a ed ed a c f a e e e a d he ef e a c a e . Th a c he e f Ca LIVE a d he a h ed a e b e f a e a d a be c ed ed b a he a h a h a . 6 acc f ba acc , h d e e c e he f a ce ? I g e e a ha he f a c a d? Wha d e ha e e e ce e? O a age he had a b a age, he c d ge he a f he d ffe e d c ha he e e g, he e he a ed , h d he c ec ge he ? Wha a e he e a h h he ? H a e he g he ? Wh ch e a e g? Wh ch e d d he ge d f ece ? I had each a c a a ha . A a f a bac , I g ed he he d ffe e a ea ha e had de f ed a d ed a bac a eh de he c d a c ec h he e ea ch a d ea de a d ha e had f d . We f d ha he e a h ee d ffe e a ea f e ea ch, f f a c a d c he e e g. O e ha e ca h c e , e e , e he e he had e c g a d he h he a age f a e? U de a d g he e c ec e e e a d he he e d he e a ? Wha d c e e ed f e h g ? We e e he ab e de a d h d d a eh de a e h ? B e e g he , I a ab e he ee he e a e he ea a a ea ha he a ed dee d e he e d he ha e e e ? A d e e g e he f h a e gh a d a g ab h ha e f d a d a e , h ha e e ea a ed e h f a d he e e ab e ea a e dec a d g f a d h he e ea ch a d a e a ha e a e g . The a he e a e ha I ha e a e ea ch I a d g a e a ea e. T a de a d ha ha e ed, e f ha e e e ce, ha ed ha - ha e e e f he e e e ha e e had d g ha e? L g bac a d ge g each e a , f a d g g bac a d bef e he had he ch d a d a e a ea e. Wha e e e d g a ge g he a he
13. Ca LIVE Ra T a c _____________________________________________________________________________________________________ N e ha h a ed ed a c f a e e e a d he ef e a c a e . Th a c he e f Ca LIVE a d he a h ed a e b e f a e a d a be c ed ed b a he a h a h a . 6 e e e ha he had a d , a d cha ge he g a , e dec ha he ade, a h g e a d a e g a e . Be ha , ha a e he cha e ge e ha he ha e? Wha e e he ea a e ha he had ea b g e ? We g he each a he e e e c d de a d he ce he e e g g h gh. Ge g he de f e he e he hed ha he ade cha ge , ha he had a ch ce ha eg e ed. O e f he e I hea d f e e a I had a c e h had ece b gh a ca . I a a fa c ca . The e a f e . The f a ced b a a d . The a c e f h a e he f d he e e eg a a d, ad , he a d d ' f he ca . A he bab d d ' f he ca . (LAUGHS) Tha e a . The had h b g eg e a d h d d e f a ce h ca ? We ha e a a bac a d he e ha e e he ca a d a e a . The e e ab e ee he e a h ha e e ha e h he e a d h d d a a d ha e e he ch ce ha he ade ha he eg e ed? We a ed h he e e a d a a a a bac a eh de , e a ed he e e e ha e e had, he e e ha he e e a g ab he f a ce a d ead g a e a ea e a ea e ha he e e a g, e c d de a d ha a e he e a d he e a e e g g f a d? Wha h d e be d g a a ga a ? J eca ha I ha e g e h gh. The e h g d bef e e ea ch he a e ha a g ha e, def e c ea e ea ch b ec e , he g e a c a he be c ea e a d he a h ahead a he e a e ? H he e a d a bac ? The he g e ea ch, a e a c de g
14. Ca LIVE Ra T a c _____________________________________________________________________________________________________ N e ha h a ed ed a c f a e e e a d he ef e a c a e . Th a c he e f Ca LIVE a d he a h ed a e b e f a e a d a be c ed ed b a he a h a h a . 6 a ach, a e c ed e a d he e a ac e f e ea ch a e . The he a e d g he a bac dec a e , a a e e d a b a d a gh af e each e , ha e a e a e f he e e a g e dec a e a d he a c de ea e a e f he e ea ch ha ha e d e a bac . Y gh be de g a I f ed f W h ? A e a d h gh beca e f he b ead a d d gh f g e e he e. O e e, I f g ed he ce a ha I eeded d a d he a d I f g ed ha f , I eeded b ead d b h de f he ce , e had a d ch a d a b ead a d he I f g ed ce e f he b ead beca e e e e d d ' a e ce he b ead, he a ed ce he b ead. I f g ed h d he b ead a d d gh a he a e e a d beca e a ca ef ed h . I e he d gh d gh he d gh ach e a d g bac he b ead a d bac he d gh e a e e fec ha ed d gh , he a c , he c a a d he gh a de he b . F d g ha I a ab e f g e ha I eeded d , I c d ea d e gh a d b he e d f , ha I f d a I had a e a g c e , e d e e c e a d a e h I a . The d e a e. The d ' be e g a e ab he b ead beca e he b ead a a f e. The d gh e e ' ha e h e. Wha h e ce de g a d e ec e a ea g ea ce a d ha a e ab e he d a e d c be e a d a a e ab e a e c e ch ha e , e f e e e ce ha de e he . Tha , ch. I ea e ed be g ab e ha e h gh . If d e c ec a d a a e , e ha e
15. Ca LIVE Ra T a c _____________________________________________________________________________________________________ N e ha h a ed ed a c f a e e e a d he ef e a c a e . Th a c he e f Ca LIVE a d he a h ed a e b e f a e a d a be c ed ed b a he a h a h a . 0 e e . If a ed c ec a d a e af e he c fe e ce cha e af e a d , a e e ha e c e. Tha ch. (APPLAUSE) STEVE BATY: Tha , e ch. Q e f Sa ah. Wh e a e h g f ha , I ha e e, h ch he a a d ha ce , a ed ab ha g a e a e ea he ce , ee ed. I h h g, he I a d g e ea ch, he e e a e he ce ha I ge a e e f ha I a g a bac ab he e ea ch e a d he ef e h be e ha a d he f a ca cha ge a d he e a e ca cha ge. H d I a age ha ce ? SARAH HEIMEIER: I ea de e d he e f e ea ch ha a e g. F ab e g, e e I f d ha ha g a e a e e ha d beca e f e ha e a f d g c e . Whe I a d g e a h a h g h he ea , he e ha e c ea def ed - e h he b ec e a d e a de a d a e a d e ce ce , g ha h g g c e h a e a e h g e ha , h e e a e ea . The e ce a e f e ea ch he e ca a h ha g g e a d ce f d e e h g, e e h g cha ge . I ea ha g f e b g ce a e h g g a d e be ab e e he e a e f a d he e, h g g a d acce g ha , ba ed he d ffe e e f e ea ch ha d . I f d ha g e h g ace he a ce ce a e f e ea ch ec , a he b d ha fa a f ea a d he cha ge , he de a d h .
16. Ca LIVE Ra T a c _____________________________________________________________________________________________________ N e ha h a ed ed a c f a e e e a d he ef e a c a e . Th a c he e f Ca LIVE a d he a h ed a e b e f a e a d a be c ed ed b a he a h a h a . 1 STEVE BATY: I a g e a c ea a f ha f h g a e g ca e, e eed h g a h , e eed de e eed a d ha e e he c e gh be f f a e . SARAH HEIMEIER: A d g ha a d a g e c de ha h gh he ce f ha d e ea a be ab e c ca e a d ha ha e e ed bef e ha e ha e f d ha e a ed h a eh de a e e ha he ge b a d. I da a ha he f , age ha he c ec h? Ha g ha c ea f d a he a , he he e ea ch, ha g g ge he b a d he d ha a bac he . STEVE BATY: I a g a he a d e ce f e e h ha e e . If d , ha d a d I c e e . Sa ah, d g ha e ea ch a g ce a c a , he e ha f e a e a d h a e e h d e be c d g he e ea ch? Ca a a a ab h de e e he a f e e ha ea ? SARAH HEIMEIER: Ye . Th e ha I a a gg e h , e ec a e f he e ea ch e ha e bee d g ece d ffe e d e e ha e bee ea g a d he d ffe e b ac e , e f e f b e e . We ha e a ed h ab e gh a c a , a e f d e , e f e f he b e ge ha a e f ha ha e g a d he ce e ha e ha a e f h ace, e de a d a b e a d he e ca a ge a b e a d a e ea a a e ea ch g h e e h a e c c b e e h he e a d e
17. Ca LIVE Ra T a c _____________________________________________________________________________________________________ N e ha h a ed ed a c f a e e e a d he ef e a c a e . Th a c he e f Ca LIVE a d he a h ed a e b e f a e a d a be c ed ed b a he a h a h a . 2 ca he he ha g de e f he be f e e e h d be ea g . We f d a f b e e a e e d ffe e . A g ha e ha a c e f e ea ch, d g ha e gh e e e h g e ha a d he e a e f d ha e eed dee d e bea e ce a d he e ca ad a d f g e d e d 12 f he beca e he a e d ffe e ? Wha h d e d g g f a d? STEVE BATY: U de a d g he a ab ha ha e dea h a a a c a ea . SARAH HEIMEIER: Ye . STEVE BATY: E e ha a e "H ha e a ga ed f e c g a d ge g he b a d f he e - ce , eg, ha g c ed e a d d ha e f he g h h beha cha ge?" SARAH HEIMEIER: I f d g c e h he ea a e a e a g, he I a g h he de g e a h d e a d h ? A d a g e e e' dea b a d a ha e fee e a d h d a e e ? Ha g ha f e b a d be g e h h e ha e d b f he a e e e e ha a e e a c a d a e e h gh he ce a d he e e he a e , f g g a d g h ea a ha f he a d ha a a ha e ab e he d he be he a e c ab a g ge he a e . W h he a eh de a e , f g g ha he be a f he a e e . D he e c f e ce, d he e P e P ha d e he e , ha
18. Ca LIVE Ra T a c _____________________________________________________________________________________________________ N e ha h a ed ed a c f a e e e a d he ef e a c a e . Th a c he e f Ca LIVE a d he a h ed a e b e f a e a d a be c ed ed b a he a h a h a . 3 he be a c ab a e ca ge ha ea g d c e. STEVE BATY: I ha e a he e f Na e. He ed he e e e ce a W h , ha f ha g ha a d he e a "H d a age he e e f de h he a a ?" SARAH HEIMEIER: I d d ' hea he e beca e I a a gh g. STEVE BATY: I h gh ha a g g e d h c g d gh . The e a "H d a age he e e f de h he a a ?" SARAH HEIMEIER: I e f he e e f de h, de e d he e f e ea ch a e d g a d he be f a c a . Wha I a d d a a h g f h ha e h e a e ge g a d a e a e d c g a d e e e h g a d f e. Ge he a e ec e a d he d ha dee d e g f he d e eed e e he a c a b e f g e ha e a e d g. Ha e e ed a h g? D e h e a e h e e e? Ta e e b e , ead f be g e he ed b a f he f a a d he f ee g . Tha a ce f a g ha e h a d he ha e a f h gh a d he g ha d e h g g f a d ha e eed d ? STEVE BATY: I ha e ee e e gg e h he a f da a a d f h a g he e beca e he e ch a ab ha e ha e g ge a ed e g. G g e f he e ac a g h gh ha a a ce , e e c a e, ge gh ac a he he e g. The e a ea e
19. Ca LIVE Ra T a c _____________________________________________________________________________________________________ N e ha h a ed ed a c f a e e e a d he ef e a c a e . Th a c he e f Ca LIVE a d he a h ed a e b e f a e a d a be c ed ed b a he a h a h a . 4 e f g e e f e gh e he a a . SARAH HEIMEIER: Ye , a d I f d a g a a a d ha a e . Ha g e he a e a e e h g ace b a g e f a a d a d e h a e e e ba ed ha I ha e hea d? D he e e b e e a d a c ec h a e ? Ma g e e e e b a d h a g h gh he ce . If h , he e d g a f e d g e ea ch a d e a d ha e e-d a c e f h e h g. STEVE BATY: Tha , e ch, Sa ah. (APPLAUSE) I ha e a he e . He ed he e e e ce a W h - ha f ha g ha . The e , h gh, a , "H d a age he e e f de h he a a ?" SARAH HEIMEIER: S , I d d ' hea he e beca e I a b a gh g! STEVE BATY: I ac a h gh ha d e d h c g d gh . The e a , h d a age he e e f de h he a a ? SARAH HEIMEIER: I e f he e e f de h, I g e ea de e d he e f e ea ch ha ' e d g a d he be f a c a . A d ha I a d , e, d a a h f h ha e h e' e g a d , a e a e - d c g, e e e h g e e he e a d ' f e! S , ge a a e ec e a d he d ha d f dee -d e g he f he , "Oh, d e eed e e he a c a b e f g e ha a e e d g?
20. Ca LIVE Ra T a c _____________________________________________________________________________________________________ N e ha h a ed ed a c f a e e e a d he ef e a c a e . Th a c he e f Ca LIVE a d he a h ed a e b e f a e a d a be c ed ed b a he a h a h a . 5 Ha e e ed a h g? D e h e a e h e e h g?" A d he d f e a g e b e , ead f be g e he ed b a f he f a , a d he f ee g . S , eah, ha ' , e, ce f a g ha e h . A d ha e a f h gh a d g , "Wha d e h g g f a d ha e eed d ?" STEVE BATY: I' e ee e e gg e h he a f da a a d f h a g he e beca e he e' ch a ab ha he , f, , e, "We' e g a ge a ed e - g," g g e f he e ac a g h gh ha a a ce , e e c a e, ge gh , ac a he he e - g. The e a ea e e f g e e f e gh e he a a ? SARAH HEIMEIER: I f d a g a a a e a d ha . Ha g e he a e a e ace, b he a g e f a a d g , "D e h a e e e ba ed ha I' e hea d? D he e e h ha e b e ed , d he a c ec h a e ?" A d a g e ha e e e b a d h a g h gh ha ce beca e, eah, f h , he ' , e, e d a f e d g e ea ch, a d e, a d ' e g a ha e ed a c e f h , e h g. STEVE BATY: Tha e ch, Sa ah. Tha . (APPLAUSE) A gh . We ha e e a e e a , , bef e he b ea , h ch A e C f he ABC, g a be a g , g a he af e a h f e f ced beha cha ge h gh COVID, a c a h ge e e. A e , ha e ch. We c e. O e .