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DR2023 Sarah Heimeier - Elevate your design research

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.

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March 15, 2023
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  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

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  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

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  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

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  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

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  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

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  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

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  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

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  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 '

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  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 .

    View Slide

  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

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  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

    View Slide

  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

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  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

    View Slide

  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

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  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 .

    View Slide

  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

    View Slide

  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

    View Slide

  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

    View Slide

  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?

    View Slide

  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 .

    View Slide