
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.
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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.