I architected and implemented a lean user research program that established a consistent feedback loop with users, delivering actionable insights while maintaining engineering momentum.
I architected and implemented a lean user research program that established a consistent feedback loop with users, delivering actionable insights while maintaining engineering momentum.
Impact Numbers
~250
User Interviews
~375
Usability Tests
~175
Insights
Impact Numbers
~250
User Interviews
~375
Usability Tests
~175
Insights
Impact Numbers
~250
User Interviews
~375
Usability Tests
~175
Insights
Impact Numbers
~250
User Interviews
~375
Usability Tests
~175
Insights
The problem
Our organization faced challenges with inconsistent user feedback due to unclear ROI, low stakeholder engagement, and time constraints. I addressed this by developing efficient, impactful research methods that ensured user insights directly informed product and business decisions, reducing missed opportunities and costly rework.
challengeS:
C-Suite: Struggles to engage with and trust user research when actionable insights and clear ROI are lacking.
Engineers & Designers: Late-stage research leads to rushed implementation and costly rework.
Researchers: Time-intensive interview prep and inconsistent stakeholder engagement dilute the impact of insights.
Sales (B2B): Lacks robust data to validate customer pain points, making it harder to tailor solutions and close deals.
Customer Service: Collects feedback but lacks tools to validate insights or drive product improvements, missing user-driven opportunities.
GOALS:
C-Suite: Align research with business goals, demonstrate ROI, encourage participation in research, and support business strategy.
Engineers & Designers: Share findings in smaller, actionable chunks to reduce rework. Minimize release delays.
Researchers: Streamline processes to save time and boost stakeholder engagement.
Sales (B2B): Equip teams with validated data to address customer needs and close deals.
Customer Service: Turn feedback into actionable product improvements.
All Groups: Centralize validation of pain points and ideas to ensure insights inform decisions.
Blockers:
False consensus bias
Non-actionable insights
Unclear ROI
The problem
Faced with inconsistent user feedback, I developed efficient research methods to clarify ROI, boost stakeholder engagement, and deliver insights that informed decisions, reducing missed opportunities and costly rework.
challengeS:
C-Suite: Struggles to engage with and trust user research when actionable insights and clear ROI are lacking.
Engineers & Designers: Late-stage research leads to rushed implementation and costly rework.
Researchers: Time-intensive interview prep and inconsistent stakeholder engagement dilute the impact of insights.
Sales (B2B): Lacks robust data to validate customer pain points, making it harder to tailor solutions and close deals.
Customer Service: Collects feedback but lacks tools to validate insights or drive product improvements, missing user-driven opportunities.
GOALS:
C-Suite: Align research with business goals, demonstrate ROI, encourage participation in research, and support business strategy.
Engineers & Designers: Share findings in smaller, actionable chunks to reduce rework. Minimize release delays.
Researchers: Streamline processes to save time and boost stakeholder engagement.
Sales (B2B): Equip teams with validated data to address customer needs and close deals.
Customer Service: Turn feedback into actionable product improvements.
All Groups: Centralize validation of pain points and ideas to ensure insights inform decisions.
Blockers:
False consensus bias
Non-actionable insights
Unclear ROI
Solutions
Standing research day
Establishes a routine of collecting and reflecting on feedback, signaling a commitment to ongoing improvement.
Less disruptive to teams.
Easier to involve cross-functional groups.
Ongoing micro-studies
Quicker feedback loops make it easier to pivot.
Continuous feedback to engineers as they work in parrallel.
Less analysis overload
Just enough research
I adapted the Eisenhower Matrix to guide how much user research to do on a project. It balances stakeholder buy-in and helps decide when to dig deep or stay pragmatic, avoiding delays unless major risks arise.
Impact Numbers
~250
User Interviews
~375
Usability Tests
~175
Insights
Impact Numbers
~250
User Interviews
~375
Usability Tests
~175
Insights
Pain points:
Stakeholders: Struggle to engage with and trust user research when actionable insights and clear ROI are lacking.
Engineers & Designers: Late-stage research leads to rushed implementation and costly rework.
Researchers: Time-intensive interview prep and inconsistent stakeholder engagement dilute the impact of insights.
Sales (B2B): Lacks robust data to validate customer pain points, making it harder to tailor solutions and close deals.
Customer Service: Collects feedback but lacks tools to validate insights or drive product improvements, missing user-driven opportunities.
GOALS:
Stakeholders: Research aligned with business goals, demonstrated ROI, engaged participation, and feel supported in business strategy.
Engineers & Designers: Receives small actionable insights to reduce rework. Minimize release delays.
Researchers: Enjoys streamlined processes and consistently
honing skills.
Sales (B2B): Are equipped with validated data to address customer needs to close deals.
Customer Service: See customer pain points resolved, feel included, and engage in research.
Solutions
Standing research day
Establishes a routine of collecting and reflecting on feedback, signaling a commitment to ongoing improvement.
Less disruptive to teams.
Easier to involve cross-functional groups.
Ongoing micro-studies
Quicker feedback loops make it easier to pivot.
Continuous feedback to engineers as they work in parrallel.
Less analysis overload
Just enough research
The Eisenhower Matrix, a time-management tool for prioritizing tasks by urgency and importance, inspired my decision-making framework for determining how much or how little user research to conduct on any given project. Adapting it to balance stakeholder buy-in helps clarify when to prioritize in-depth study and be pragmatic, ensuring we support development without unnecessary delays—unless a significant risk is identified.
Impact Numbers
~250
User Interviews
~375
Usability Tests
~175
Insights
Impact Numbers
~250
User Interviews
~375
Usability Tests
~175
Insights
The solution
Standing research day
Establishes a routine of collecting and reflecting on feedback, signaling a commitment to ongoing improvement.
Less disruptive to teams.
Easier to involve cross-functional groups.
Ongoing micro-studies
Quicker feedback loops make it easier to pivot.
Continuous feedback to engineers as they work in parrallel.
Less analysis overload
challenges:
C-Suite: Struggles to engage with and trust user research when actionable insights and clear ROI are lacking.
Engineers & Designers: Late-stage research leads to rushed implementation and costly rework.
Researchers: Time-intensive interview prep and inconsistent stakeholder engagement dilute the impact of insights.
Sales (B2B): Lacks robust data to validate customer pain points, making it harder to tailor solutions and close deals.
Customer Service: Collects feedback but lacks tools to validate insights or drive product improvements, missing user-driven opportunities.
GOALS:
C-Suite: Align research with business goals, demonstrate ROI, encourage participation in research, and support business strategy.
Engineers & Designers: Share findings in smaller, actionable chunks to reduce rework. Minimize release delays.
Researchers: Streamline processes to save time and boost stakeholder engagement.
Sales (B2B): Equip teams with validated data to address customer needs and close deals.
Customer Service: Turn feedback into actionable product improvements.
All Groups: Centralize validation of pain points and ideas to ensure insights inform decisions.
Impact Numbers
~250
User Interviews
~375
Usability Tests
~175
Insights
Impact Numbers
~250
User Interviews
~375
Usability Tests
~175
Insights
On the subject
I had the great pleasure speaking at Lesbians Who Tch in September 2024. My topic was agile user research and uncovering actionable insights from users, data, and beyond.
Impact Numbers
~250
User Interviews
~375
Usability Tests
~175
Insights
Impact Numbers
~250
User Interviews
~375
Usability Tests
~175
Insights