Summary
User research helps you engage the people who will use the service you’re building, increasing the likelihood that you’ll create something that truly meets peoples’ needs. But equitable recruitment—ensuring that you’re engaging users from all walks of life—can be difficult to achieve. Traditional user research practices often exclude people like those who don’t have access to the internet or can’t take time off work, but who might most need to access a service. While there is no one-size-fits-all solution for promoting equitable research, we aim to share inclusive and respectful research practices that foster trust with research participants and government stakeholders. Attendees will gain an understanding of Nava's approach to conducting user research, lessons learned, best practices, and how our work contributes to more equitable access to public services for millions of people and vulnerable populations across the country. Participants will hear examples from Nava's research and walk away with concrete practices they can implement in their work.
Key Insights
-
•
Building trust with stakeholders starts in the planning phase by clearly defining research goals and collaborating on the research strategy.
-
•
Equitable recruitment is crucial, necessitating shifts in outreach strategies to include underrepresented communities.
-
•
Transparent documentation and iterative feedback loops help align team and stakeholder objectives throughout the research process.
-
•
Remote research can be effective and inclusive, providing opportunities for diverse participation despite some limitations.
-
•
Continuous evaluation of recruitment practices ensures diverse and representative participant samples across studies.
Notable Quotes
"We work closely with our stakeholders to determine if the research is necessary and who might be involved in the effort."
"Our status as a public benefit Corporation means that our values and impact carry equal weight to our fiduciary responsibilities."
"Our hope is that this session will help you learn a bit about Nava's approach towards research."
"The first area I’ll start with is talking through how we plan for a research project."
"Being able to see how you’re interpreting their priorities and goals and give feedback along the way builds trust."
"Research isn't just about collecting data; it's about creating relationships and understanding real needs."
"This is one example of how we move beyond trust to build internal capacities with our stakeholders."
"We’re constantly thinking about new ways we can reach out to folks within those groups."
"This is an ongoing process. It's never going to be something that we finish and be done."
"We always strive to make research as collaborative as possible."
More Videos
"Families deserve to have their voices heard in service delivery, and feedback channels are essential."
Shanti Mathew Natalie Sims Natalia RadywylCivic Design at Scale: Introducing the Public Policy Layer Cake
December 9, 2021
"Design can be so powerful that it influences decision-making."
John MaedaMaking Sense of Enterprise UX
June 9, 2016
"To say I'm an Enterprise UXer is not really relevant anymore; we're all dealing with these issues of scale everywhere."
Wendy Johansson Surya VankaDesign at Scale: Behind the Scenes
April 29, 2021
"I want you to take a little time out of your week and say, hey, what is it like working for me?"
Holly ColeUnderstanding Experiences: When you have to do more than work
November 8, 2018
"The higher the priority, the more fully we staffed the projects."
Patrick CommarfordDesign Staffing for Impact
January 8, 2024
"Accessibility and semantic layout is critical for assistive technology users to navigate effectively."
Sam ProulxSUS: A System Unusable for Twenty Percent of the Population
June 9, 2021
"The joy in days like this is that embracing discomfort comes change."
Jemma AhmedTheme 2 Intro
March 10, 2022
"Gesture and embodied actions serve as a window into the embodied mind."
Dane DeSutterKeeping the Body in Mind: What Gestures and Embodied Actions Tell You That Users May Not
March 26, 2024
"AI should support UX activities without taking over judgmental decisions."
Cennydd Bowles Dan Rosenberg Lisa WelchmanDay 1 Panel
June 4, 2024
