Log in or create a free Rosenverse account to watch this video.
Log in Create free account100s of community videos are available to free members. Conference talks are generally available to Gold members.
Measure Behaviors, Not Results
This video is featured in the UX metrics & analytics playlist and 1 more.
Summary
I believe positive feedback from stakeholders always outweighs vanity metrics. In this talk, I’ll share the core behaviors the Design & Research Operations team at Wise uses as the foundation for how our team operates. These behaviors focus on how we show up for the people we serve, for each other and importantly, for ourselves. They ultimately determine our focus and help us build trust while we deliver a positive change for the Design & Research environment across Wise.
Finally, you’ll hear what we learned from a three-month experiment where we aimed to measure ourselves against these behaviors, rather than just measuring the results of our efforts. Join us as we dive into team psychology and explore why the right behaviors might actually matter more than metrics from final outcomes.
Key Insights
-
•
Measuring behaviors rather than just results can provide deeper insight into team health and trust.
-
•
Three core behaviors—delivering value now, being observant and of service, and creating visibility with clarity—form a balanced foundation for design ops.
-
•
Clear problem framing and sponsor alignment are essential for prioritization and impact in operations work.
-
•
Building trust hinges on relationship-building and understanding people’s real needs beneath their complaints or requests.
-
•
Autonomy in teams comes from aligning on strategic objectives rather than micromanaging tasks.
-
•
AI tools can dramatically speed up delivering value and impact reporting but require disciplined focus to avoid chaos.
-
•
Self-rating in work behaviors may be limited by psychological biases, but the behaviors themselves still guide improvement.
-
•
Storytelling and influence are crucial skills to gain sponsorship and support for operational initiatives.
-
•
Personal growth and energy management at work improve effectiveness and resilience, especially in complex environments.
-
•
Visibility systems for workload should be lightweight and non-distracting to maximize productivity and clarity.
Notable Quotes
"Without execution, we have no impact."
"Effort doesn’t mean progress, hard work doesn’t guarantee a harvest."
"We spend a lot of time measuring every little aspect, but how can we trust that our results show the value of our effort?"
"Maybe we can measure our behaviors, not just our results."
"The value of what we do is only really valuable if it’s recognized by others."
"Be observant means to observe what’s being said, not just what people say."
"Building relationships is essential to being of service and having impact."
"You have to be 80% impactful and 20% helpful — that’s the balance we try to maintain."
"The behaviors act as a gauge, not a scorecard, to see who is struggling and who is thriving."
"You can do everything right and still get poor results, but it’s no excuse not to do the right thing."
Or choose a question:
More Videos
"Think of a creative professional as an ideas athlete or a creativity Olympian."
Dr. Karl JeffriesThe Science of Creativity for DesignOps
January 8, 2024
"Creating internal champions in client organizations helps improve adoption and reduces churn."
Amy MarquezINVEST: Discussion
June 15, 2018
"The weakest insight method might win simply because of the relationship to the power structure."
Steve Portigal Chris Chapo Kelly Goto Christian RohrerDiscussion
May 13, 2015
"Some needs proved full-time, so hybrid staffing models are often short term or mixed part-time."
Alicia MootyDesign Staffing Models
September 30, 2021
"Research in science fiction helps make research real and creative all the time."
Ana Maria Montero Barrantes Aditi Dhar Michelle Kaplan Nate Osborne Matt LaurenceThe Authentic UX Talent Show
January 8, 2024
"The ultimate measure is bringing value so people invite you back to work with them again and again."
Lada Gorlenko Sharbani Dhar Sébastien Malo Rob Mitzel Ivana Ng Michal Anne RogondinoTheme 1: Discussion
January 8, 2024
"Choosing a research repository is a big battle in your organization; the right decisions can really help you succeed."
Sofia QuinteroThe Product Philosophy Behind EnjoyHQ
March 10, 2021
"When things start to go bad, we’re going to pull the plug on it immediately—that helps build trust."
Laura KleinUnique challenges of innovation in enterprises
April 23, 2020
"Existing research repositories die at the bottom of slide decks; that’s why I started Everywhere to rethink how we manage insights."
Andrew MichaelBuilding a Product Insights Team
March 10, 2022
