Key Insights

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  A large appetite for research in an organization is a good problem and can be harnessed through democratization rather than only growing a large professional research team.

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  Democratization has two parts: exposing non-researchers to research work and upskilling them to do better research themselves.

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  Non-researchers often jump prematurely to solutions or insufficient research practices without guided structure.

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  Breaking research into three clear phases—planning, data collection, and analysis—helps non-researchers understand and participate effectively.

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  Exposure hours and programs like 'Come See For Yourself' increase empathy by allowing diverse teams to observe real user interactions.

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  Empathy training for non-researchers before user visits teaches critical listening skills, managing power dynamics, and the importance of silence.

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  Strict roles during interviews help maintain data quality and allow observers to focus on specific research questions with dedicated note-taking.

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  Synthesis sessions use unstructured discussions focused on observed facts, helping identify themes and consider outliers collaboratively.

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  Analyzing insights into user needs and framing problem statements supports user-centered solution workshops aligning teams on priorities.

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  Involving non-researchers deeply in the entire research process changes organizational culture from guessing to evidence-based understanding.

Notable Quotes