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.
This video is featured in the Rosenfeld Authors Answer your Questions playlist.
Summary
Kate Towsey is an independent strategist, coach, advisor, and author of the acclaimed book Research That Scales. For more than a decade, she has been at the forefront of ResearchOps. And now, you can learn directly from her during this upcoming Ask Me Anything (AMA), hosted by Rosenfeld Media. Watch Kate Towsey answer questions about research operations, user research, and how to build scalable research practices.
Key Insights
-
•
Research operations predates its popular term and has existed in big tech companies for around 15-20 years, as noted by veterans like Noel Lamb and Tim Toy.
-
•
Research and knowledge management should be viewed as infrastructure that enables knowledge flow, not as assets to be owned or controlled.
-
•
Culture is critical for research adoption; without trust and space to absorb knowledge, even the best research infrastructure fails.
-
•
Research ops should balance routine 'keep the lights on' tasks with strategic system-building initiatives to create lasting organizational impact.
-
•
Strategic work requires carving out dedicated, uninterrupted time regularly to step back, reflect, and prioritize high-impact opportunities.
-
•
No one person can effectively handle all facets of research ops; building cross-functional partnerships with legal, procurement, HR, etc., is essential.
-
•
New research ops practitioners benefit from starting small with knowledge assets like simple spreadsheets or newsletters before scaling.
-
•
Community involvement and co-design in research ops systems promote buy-in and smoother adoption of new processes and tools.
-
•
Differences across sectors like government, tech startups, and legacy enterprises mainly arise from culture and procurement pace rather than core research ops principles.
-
•
Research ops is an evolving discipline requiring adaptability, embracing tools like AI, and shedding rigid industry labels to thrive in changing environments.
Notable Quotes
"Some people have been doing research ops a lot longer than the term has existed."
"You can own the infrastructure that allows knowledge to flow but you can't actually own the knowledge itself."
"People don't learn when they're rushed, stressed, or don't trust the source of the knowledge."
"You've got to slow down to go fast; make space in your schedule to think strategically."
"Every operation is going to have whirlwinds and fires all the time; strategy doesn't end that."
"It is impossible for one research ops person to do all the things expected in job descriptions."
"Be a magnet for skills around you; build partnerships with legal, procurement, HR to share the load."
"Adoption is crucial; build your community early by involving them in co-design and pilots."
"Culture often makes the biggest difference in how research ops works across industries."
"Research ops is like the most punk thing you can do in the experience design space."
Or choose a question:
More Videos
"We need to think about who we’re sharing with, how they might react, and what motivates them."
Sara LogelYour Colleagues are Your Users Too
March 29, 2023
"When systems fail, Jigad works best within a framework — innovation that must scale happens with an ecosystem view."
Dan WillisEnterprise Storytelling Sessions
May 13, 2015
"Many of us are already doing things called for in sustainability guidelines like accessibility and user research."
Aiyana Bodi James Christie Marc O'Brien Louis RosenfeldThree Key Climate Initiatives and How You Can Help
September 11, 2024
"When your team sees themselves in your North Star and structure, they feel safe, secure, and inspired to stay."
Liam ThurstonWhy Your Design Team Is Quitting, And How To Fix It
June 10, 2022
"We’re exploring if design ops should host a cross-product scrum team focused on visionary redesigns to have bigger impact."
Chris MosesStretching the Definition of DesignOps with Product Development
November 7, 2018
"The biggest mistake in communication is the illusion that it has happened."
Janaki KumarInnovate with Purpose
June 14, 2018
"The pandemic pulled our remote team much closer—being physically apart made us feel closer."
Smitha Papolu Nova Wehman-Brown Melissa Schmidt Adam MenterTheme 3 Discussion
January 8, 2024
"The equity pause helps you recognize what biases might be present before making decisions impacting lives."
Noah BondRedefining truth and inclusivity: Navigating data ownership and ethical research in the age of disinformation
March 11, 2025
"We do a lot of unstuck meetings—where anyone stuck can bring the problem and get brain help without judgment."
Tanya SnookDesigning the team experience: Building culture through onboarding
November 4, 2021
