Summary
The session addresses cultural differences within organizations, particularly between design and data teams, underscoring the importance of empathy in fostering collaboration. The speakers emphasize that understanding each other’s perspectives helps build common ground, notably in creating excellent customer experiences. They explore how insight generation can be effectively scaled in enterprises, advocating for a blend of qualitative and quantitative research methods to inform decision-making. Key strategies include fostering trust, effective communication, and engaging decision-makers in framing research questions to ensure that insights align with business goals. The talk concludes by recognizing the potential for greater organizational maturity in handling user experience, alongside practical anecdotes about ongoing research practices and the importance of adaptability in enterprise settings.
Key Insights
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Empathy is crucial when building relationships between different organizational tribes.
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Understanding each other's perspectives can reveal unknown insights about oneself.
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Both design and data teams share a common passion for creating awesome customer experiences.
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Eliminate assumptions by conducting field studies to understand diverse roles within organizations.
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Quantitative data should be supported by qualitative insights for effective decision-making.
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Establishing trust is foundational for collaboration among different teams.
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Communicating insights effectively requires tailoring the message for various stakeholders.
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Pilot projects can demonstrate the value of insights work and help build internal advocacy.
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Recruitment for user research often relies on higher-level endorsement to gain access to key participants.
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Creating a culture of research within the organization is essential for sustained engagement.
Notable Quotes
"The core is really putting yourself in that other person's shoes."
"Both tribes believe in doing awesome for customers, it's a real passion."
"Finding the insights that tap into existing momentum while bridging critical gaps is key."
"It's really in the end about understanding your internal decision makers' motivations."
"Most executives find it hard to rely just on stories for strategy; they need a scientific perspective."
"You can look at a large group, but it's ultimately about breaking it down into smaller parts."
"Mutual trust among teams helps facilitate better data-driven discussions."
"If you're trying to change an organization, it has to be bought in at the highest level."
"People like to talk about themselves, their work, and improving their experiences."
"Building a practice that integrates various research methods internally can be highly beneficial."
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