As the Product Research Delivery Manager, I am working with my team to develop the Research-Ops at Lessonly, streamline the process of recruiting and scheduling for user testing, develop a research repository, and introduce the latest tools such as Optimal Workshop, User Interview, and Calendly.
Research-Ops
First Goal: "Operationalize customer research function to reduce inefficiencies and scale across projects via repeatable process with reliable timelines, ready-to-apply methods and templates."
As the first Product Researcher at Lessonly, my first goal was to create a system for research from the ground up. This is not a small feat! First, I had to create templates to streamline the process. I constructed a scope document to make sure that the Designers, PMs, and I were all on the same page when it came to the project's timeline, goals, and strategy. The second phase was to create a script template for contextual interviews and user testing. This cut down the script writing process in half.
Photo By Helen Gardner
Second Goal: "Make research more relatable and encourage cross-functional team participation in understanding customers."
To achieve this goal, I created an "open door" policy with my team and with all of Lessonly. Anyone in the company is allowed and encouraged to participate in research. I teach CX Managers, Project Managers, Sales, and Developers on what to expect during a user testing session and when it is appropriate to ask questions. This ensures quality data collection while still incorporating everyone into research.
Third Goal: "Make research insights more accessible for everyone in the company to easily find, collaborate and integrate the findings in their work."
I think this can be one of the most challenging goals to achieve for research-ops. As research efforts mature at Lessonly, I would like to spend more time streamlining this process. At the present time, I facilitate the thematic analysis (formal and informal) meeting where I have PMs, Designers, and Developers all take part in the facilitated session - even if they have no research experience! I walk them step-by-step through the process, and this helps them to feel connected to the research.
User Testing: In Person & Virtually
90% of the user testing conducted by myself and the design team are done virtually. If we are conducting an interview or contextual interview, each sessions 1:1 with the user. I have the user go through our current prototype(s), and I'll ask them a series of open-ended questions. Eliminating bias, evaluating information architecture and usability, and providing the best user experience possible is my ultimate goal.
My team has also gone to client conferences to do user testing. These tests are always my favorite, because it allows me to evaluate the user's body language! I get a larger picture of how the user is interacting with our product.
Photo by Zach McFarlen
User Recruiting & Scheduling
Establishing a user recruiting pipeline at Lessonly has been quite challenging - but who doesn't enjoy a new challenge?! With the help of my team, over the past 5 months, I have been able to create relationships with CX Managers in order to contact clients for user testing. To help cut down this process, by 10 hours a week, I have incorporated tools into the process. User Interview, Calendly, and Optimal Workshop allow me to seamlessly schedule users for testing and provided a platform for a user repository. In addition, I am now able to contact users outside of our clientele, provide incentives, and do more testing such as card sorting.