Sharing the Love: Democratising Research at MoneySuperMarket
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Democratising UX: how to spread user research education and insights throughout your organisation With demand for UX insights within organisations outstripping the capacity of UX teams to deliver research, there is a growing need for greater UX knowledge and capability across different functions within businesses. But how do you spread user research beyond the walls of your UX research team? What is the value of everyone having access to UX insights—or having the ability to run research themselves? On 26th March, we gathered a range of speakers to share their successes, challenges and expert advice around democratising UX. Learn from a variety of different perspectives on the topic, and have the opportunity to share your own experiences with the community. In this presentation, MoneySuperMarket's Louise Rowlands talks about sharing the love, democratising research at MoneySuperMarket.
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Democratising UX: how to spread user research education and insights throughout your organisation
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I approach every project with one guiding principal; that no two projects are the same, and each problem requires its own analysis, iteration and proposed solution. The process must fit the problem.
I believe that personality, life experience and the ability to see the situation through the eyes of others are necessary traits for creating design with meaning.
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NYU ITP Lean Class 1 2.2.2015
Lean at NYU ITP Class 1: our version of lean, the commitment from students, advisors, mentors, and teachers
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Qualitative Research is the foundational first step for ANY business that needs to know who their customer is and how it isn't. InterQ delivers transformative customer insights through focus groups, in-depth interviews, customer journey mapping and more..
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The Difference Engine has relaunched with a new team, and renewed focus on helping companies improve their existing products, services, and customer experiences, and on helping companies identify opportunities for innovation and organizational change.
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Ingosu hq english
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Why is it important to engage people in user research?
If a tree falls in a rainforest and no one sees it, did it really happen? The same goes for research – if your insights live in a shiny report in your execs drawer gathering dust , what good did that research do to the humans that use your services every day? The act of sharing your research insights and getting it into the collective design brain of your team is as important as the research it self. Service Designer for One Tesco, Roman Schoeneboom, shares the techniques we have been using to bring our design team and stakeholders to the coal face of customer research. One Tesco is a service design led transformation programme at Tesco, which places customer need firmly at the heart of the design process.
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Presented at Engagement & Experience Expo 2014 by:
• Gina Bhawalkar, assistant vice president of user experience and accessibility at Scottrade
• Lys Maitland, senior user experience designer at EffectiveUI
By nature, Scottrade, Inc., a leading investing services firm clearly focused on numbers, had ample data and information on its clients from a UX and marketing research standpoint. As the company worked to enhance its strategic vision for client experience and add new services and solutions, company leaders knew they needed to not only bring all of their customer research together, but also fill in some gaps to gain a deeper understanding and get a full picture of its audience – both current clients and potential clients they are looking to attract. Working in close collaboration with user experience agency EffectiveUI, Scottrade embarked on a comprehensive ethnographic study, interviewing 36 people in their own environments to uncover what trading and investing meant to their lives overall, how Scottrade fits into this, the tools they use, where they need guidance or help and how they feel along the way.
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• How to combine ethnographic research with quantitative research for the best understanding
• How to bring participant stories from the research to life for team members who were not involved in the interviews
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Similar to Sharing the Love: Democratising Research at MoneySuperMarket (20)
Why is it important to engage people in user research?
Why is it important to engage people in user research?
Scottrade and Understanding the Customer Journey: When Segmentation Isn’t Enough
Scottrade and Understanding the Customer Journey: When Segmentation Isn’t Enough
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Discover how MongoDB Atlas and vector search technology can revolutionize your application's search capabilities. This comprehensive presentation covers:
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* Importance and benefits of vector search
* Practical use cases across various industries
* Step-by-step implementation guide
* Live demos with code snippets
* Enhancing LLM capabilities with vector search
* Best practices and optimization strategies
Perfect for developers, AI enthusiasts, and tech leaders. Learn how to leverage MongoDB Atlas to deliver highly relevant, context-aware search results, transforming your data retrieval process. Stay ahead in tech innovation and maximize the potential of your applications.
#MongoDB #VectorSearch #AI #SemanticSearch #TechInnovation #DataScience #LLM #MachineLearning #SearchTechnology
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- 1. Sharing the love, democratising research at MoneySuperMarket Louise Rowlands Senior UX Researcher
- 3. UX MGMT COPY WRITING DESIGN BILL MONITOR MONEYSAVINGEXPERT CREDIT MONITOR UX MGMT DESIGN PROTOTYPING RESEARCH UX MGMT DESIGN London Ewloe, N Wales Manchester
- 6. Research maturity UX Research at MoneySuperMarket is now 6 years old. We’ve reached a level of maturity with our methodologies and practices and are now ready to move into a new of working. PLAYER TO COACH
- 7. So how are we getting there? 25 ACTIVE USERS ON OUR UZ ACCOUNT WE HAVE A RESEARCHERS TOOL KIT COACHING, MENTORING, TRAINING
- 8. Where we’re trying to get to Validation Research (Prototype testing/onsite UX testing) Generative Research (Discovery testing, understanding barriers & empathy) Inclusion and Diversity Targeting: Age, Visually impaired, Mental Health & Mobility and dexterity issues.
- 9. Consistency Consistency is key to providing a level of continuity throughout the business. Delivering the insights in a consistent manner gives stakeholders the ability to self serve research findings.
- 10. PM’s Involving other teams… Customer Marketing, Call Centre, Market Intelligence Testers and Devs PM’s across Banking, Insurance and App Legal and Compliance Tech Legal Product Mgmt
- 11. PM’s We certainly don’t have all the answers on how to democratise research … but we’ve made a strong start and we’re heading in the right direction.
- 12. Louise Rowlands Senior UX Researcher MoneySuperMarket Thank you for listening!
Editor's Notes
- Jarod Spool talked in an article published in 2015, UX is a synergy of all the skills of the team. We have a skills matrix that measures everyone in UX’s skill set across all 5 disciplines.
- Allows staff to be more customer centric, to give them the opportunity to see first hand customers’ experience and onboard empathy, which in turn will give them better design thinking.
- Having Legal and compliance as allies is incredibly important especially when having to deal with outside regulators.
- Challenges we’ll be faced with include how do we have one single testing calendar, how do people sign up to take part in observation opportunities, what does governance look like?