Sessions

Over the years, our group and others in our organization have been conducting regular user research on our clients’ experience across our digital properties as well as with our service overall. Sometimes the research is focused on a specific enhancement, sometimes it’s exploratory to understand the market overall, but whatever our objectives–broad or specific, with each interview we learn more about our clients and how well our product serves them.

However, because we were keeping our findings siloed by research initiative (set of usability tests or block of interviews) and team, the higher level learnings were hard to extract and share across the organization.

This talk focuses on our work over the past year to develop an easy-to-use research findings library in Google drive that breaks down findings by theme over time and our progress on institutionalizing research operations across our organization so that everyone who does research with our clients is contributing to our common understanding.

Key takeaways from the session:

• A case study of how we’re implementing research operations in our org
• Practical guide on setting up a user research findings library (what’s worked, what has not) that should be helpful for anyone who is conducting research over time with a particular product or set of users