My Journey into Research Ops: Integrating UX Research and Leading Change

Establishing Insights Dashboard and Agile Usability Cadence

Summary

Banking & Credit Card Company (Fortune 100)

Here are 5 steps and one example of how I approached the challenge of integrating UX research into more and less agile product teams on digital acquisition.

Step 1: Assessing Existing Practices & Knowlege.

Step 2: Discovering Stakeholder’s Questions, Goals, and Assumptions.

Step 3: Propose Effective UXR throughout the Agile Process.

Excerpt of the Proposal advocate for Design & integrate Research: Current State
Excerpt of the Proposal: Current State, misalignment
Excerpt of Proposal: Recommended Agile Workflow and Research Integration
Excerpt of Proposal: Recommended Agile Workflow and Research Integration
Excerpt of Proposal: Research Methods and Cadence
Excerpt of Proposal: Research Methods and Cadence

Step 4: Research Dashboard, Synthesize Research Methods, Prioritize Trends

With the Director of CXO, we created a system to raise consistent observations from many types of research, so that we can act on research.

Qualitative Insights Process

Observations → Hypothesis →Ideas / Solutions

To avoid Hippo (Highest Paid Person in the Room has the loudest voice), we want to clarify that: An idea/solution without Observations = *Opinion.

*Opinions can be tested as well, but it is important to understand where solutions come from and we can prioritize solutions based on this rubric.

Step 5: Accelerate Decisions with Research

Example Design Sprint Integration:

Sprint for Card Member (logged-in and cookied)

1. Iterations, usertesting.com

2. Usability session, screener & discussion guide

3. Discussion group feedback session with card members, offering insight into how people think about personalization, what motivates them to add supplemental card members.

Conclusion

Resulting KPI’s: