Research Operations | Steelcase
The Challenge: Driving Innovation Through Scalable Research Operations
The goal was to operationalize and scale UX research - upholding rigor, efficiency, and alignment with organizational objectives.
The opportunity included improvements to research management workflows from participant recruitment to ensuring data integrity, and delivering insights that could directly influence design and strategy.
Approach
My role spanned all facets of research operational workflows and planning, including participant management, interview execution, insights capture and
During 2019 our team completed 15 research studies, exploring user needs from multiple stakeholder audiences, exploring product specifications, digital workflows, streamlining processes and strengthen alignment between research activities and business goals.
Internal Recruitment
Interviewing Protocol
Journey Mapping
Improved Operational Processes
End-to-End Research Management
Skills Applied
I applied expertise in research operations, participant management, and interviewing for solutions with tools like Ethnio, Validately, and User-Testing to streamline research studies.
I used my unique understanding of systems design, inclusive design and service design to improve our operations.
Actions Taken
I participated in all aspects of the research design cycle.
From participant recruitment, research planning and creating scalable workflows, to processes in synthesis and reporting, I ensured research findings, tooling, governance were implemented consistently across all Lab activities and outputs.
Outcomes
At years end, I synthesized our work in an annual report to evangelize improvements in our research operations and advocate for the Global UX Labs team at large.
Beyond refining processes, we strengthened our reputation as a trusted partner in driving user-centered innovation.
Impact
We made marked improvement to research workflows and processes, continuing to deliver long-term value for the Labs team.
When the team faced challenges during Covid, I took pride in knowing that the systems we developed were both transferable and deeply embedded in the organization.
Principles in Action
Generative & Evaluative Research Methods
Examples: Our team used rapid evaluative research methods to inform UX and UI of our product marketing website and generative research to explore the needs, desires, behaviors of our dealers and sales representatives.
Scalability and Efficiency
Developed workflows and processes for participant recruitment, scheduling, and reporting that scaled with the needs of the Global UX Labs. Increased operational efficiency, saving time and resources to allow for growth.
Continuous Improvement
Designed processes that were continuously refined based on feedback and evolving needs, ensuring the lab functions remained relevant and impactful. Supported the long-term sustainability of UX research within the organization.
Systems Thinking
Developed interconnected processes and workflows that ensured seamless research operations across multiple studies and teams. Created a cohesive system that maintained alignment between research activities and broader organizational goals.