Bio

Kelly Goto is passionate about helping organizations truly understand and empathize with their customers, so they can deliver products and services that are genuinely meaningful. After more than 20 years on the digital frontier, Kelly knows user experience (UX) as well or better than anybody. As a design ethnographer, she focuses on uncovering how people integrate products and services into their daily lives — what those experiences mean to people, and how to better shape that meaning. Kelly currently heads up gotoresearch, the global leader in research-driven strategy and solutions for digital products and connected experiences. The gotoresearch team dives deep into the customer’s world, translating unspoken wants and needs into UX realities. This enables clients such as Samsung, Hyundai, Sony, Target, Verizon, and Pearson Education to relate with customers in new and innovative ways. Her book, Web Redesign 2.0: Workflow That Works, is an industry classic that’s been translated into 22 languages so far.