Our brand is Trust.

Why design researchers need to think about processes, too.

Design researchers have a tough job. In what could be considered a record time, they must build rapport — ethically and sincerely — with individuals about to disclose highly personal, sensitive stories. At least, this is true in my line of work, since I work primarily in healthcare.

Of course, we are armed with techniques, trained with tools that help us build and maintain that connection. This, after all, is what our training prepares us for.

When I shifted from a one-person endeavour to building a scalable team, however, I quickly found that this aspect of trust was fundamental to the business. As I considered how to structure the internal processes and trainings, I was quickly confronted to this basic fact: Trust is essential with the client, who entrusts you some of their most precious stakeholders.

We, as design researchers, then need to expand our ability from building trust during an interview, to encompassing the entire experience of working with a client, his team and his stakeholders.

And what might this look like?

At #DesignResearch, we spent a great deal of time reflecting on this. And for us, trust became a promise of reliability, manifested in the smallest actions.

Our interactions are mindful, deliberate. We prepare and do our homework before taking someone’s time. Punctuality is always respected. Communication is empathic and response times are consistent. The workflow is standard, predictable, and divulged early on. The way we coach and manage our teams is designed and implemented with precision.

In sum, we see our operations as an extension of our core competency.

Building Trust.