Turning Research Ripples Into Waves: Growing UX Research Capacity Through Collaboration and Community - Hana Nagel

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Growing organizational research capacity requires both bottom-up and top-down changes that can be daunting to tackle. Hana Nagel will examine the challenge of scaling research ops through the lens of social change theory, showing how service design and systems thinking can be used to create a strategy to increase research’s impact on product. By building collaboration, connection and community, you can bring enough people together to turn research ripples into waves.

TURNING
RESEARCH
RIPPLES INTO
WAVES
Web à Québec 2019 • #WAQ19
Hana Nagel • @miss_hanie

IMPACTING
SYSTEMS CHANGE
user
research
service
design
system
thinking

RAVE AS
REVOLUTION
collaborative
collective
consciousness

Social change is…
a significant change over time
in behavior and norms

Systems change is…
new patterns of interaction that
alter the system structure

SYSTEMS CHANGE IS A
WICKED PROBLEM
No ultimate
solution
No right
solution

SYSTEMS CHANGE IS A
WICKED PROBLEM
Many problem
roots
Many stakeholder
priorities

Theory of change is…
an outcomes framework to plan
and evaluate social change

Activity
Event
Outcome
Event
Activity
Activity
Activity

Social impact is…
a significant positive change
to a pressing social challenge

CHALLENGE
How can we increase
the scale, scope and
speed of UX research?

User research:
- Frame the question
- Discover through data
- Refine through synthesis
Step 1

Refine
• Personas
• SWOT analysis
Frame
• Journey maps
• User stories
Discover
• Surveys
• Interviews

IMPACTING
SYSTEMS CHANGE
user
research
service
design
system
thinking
outcome

OUTCOME
How can we increase
the scale, scope and speed
of UX research consumption?

Systems thinking:
- Find soft spots
- Map cause and effects
Step 2

FIND SOFT
SPOTS
╺ Flag situations with
low return

MAP CAUSE
AND EFFECT
╺ Open up black boxes

IMPACTING
SYSTEMS CHANGE
user
research
service
design
system
thinking
outcome events

INTERMEDIATE
EVENTS
Expose
UXR process
Engage
UXR activities
Experience
UXR value

Service design:
- Focus on primary actors
- Design, test, refine interventions
Step 3

RITUAL LAB
╺ Actions
╺ Rituals
╺ Values
Source:
Rana Chakrabarti & Kursat Ozenc

Values
• User interviews
→ Archetype
Rituals
• Service design
→ Trigger

Actions
• Confidence
→ UXR activities
Values
• User interviews
→ Archetype
Rituals
• Service design
→ Trigger

╺ Have empathy for user values
╺ Practice makes perfect
GRASSROOTS
CHANGE

TOP-DOWN
ALIGNMENT
╺ Get buy-in
How can we maximize our
development resources to deliver
the best user experience?

IMPACTING
SYSTEMS CHANGE
user
research
service
design
system
thinking
outcome events activities

EXPOSE
To UX research process
╺ UXR newsletter
╺ UXR internal website

EXPERIENCE
UX research value
╺ UXR Slack workspace
╺ UXR ask-me-anything webinars

In UX research activities
╺ Lunch-and-learn workshops
╺ UXR “hub” model
ENGAGE

SUSTAINABLE
STRATEGIES FOR
SCALE
╺ Build a coalition
╺ Act local, think global
╺ Give others ownership

an imaginary and indefinitely remote place
an impractical scheme for social improvement
UTOPIA

“
The most optimistic people are
realists who keep believing
in the face of frustration.
– Dylan Wilbanks

Design the change
you want to see in the world.

THANK YOU
Web à Québec 2019 • #WAQ19
Hana Nagel • @miss_hanie

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The best way to improve products is to have people use them, but UX researchers struggle to share what they’ve learned in a way that has immediate and long-lasting impact. How do we keep the design process moving while grounding it thoroughly in research? This talk presents evidence for and against reports, and explores characteristics of reports that make them more and less successful at effecting change. We describe where approaches like debriefs, co-design, and video have succeeded and fallen short. Based on survey data from UX practitioners and experiences in the field, we address these questions: Is it worth it to write a report? Are there quicker, more engaging alternatives? What makes a compelling report? How do we make usability research usable? We offer a framework for choosing the best reporting approach, and share best practices for determining what to communicate, and how.

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Turning Research Ripples Into Waves: Growing UX Research Capacity Through Collaboration and Community - Hana Nagel

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