Approach

Established repeatable and predictable processes: We developed consistent research timelines, procedures, and templates to help us remain on schedule. It also established trust within the teams and allowed them to confidently understand the kind of deliverables and recommendations they would receive.

Ensured alignment on topics and timeline: Each week, we ensured that current projects were on track to be delivered on time and aligned with upcoming research needs. This created visibility into the types of projects and the number of requests we could handle and allowed the main stakeholder to discuss any concerns regarding upcoming projects.

Shared research best practices: Many stakeholders were unfamiliar with user testing practices. When scoping, test planning, and discussing prototypes, we took the time to explain my approach and why we were requesting certain information or prototype updates.

Created excitement and buy-in: To generate interest and buzz in the program, we encouraged stakeholders and team members to observe the sessions to gain a deeper understanding of and empathy for the users’ feedback.

Constructed reports for multiple levels: We structured the findings reports and presentations to appeal to stakeholders ranging from individual contributors to senior leadership. This included scannable top-line findings as well as specific details to create actionable recommendations.