Summary
Moving the research function out from UX can transform how insights influence product-making in an organization. In this talk, Nalini explains how and why she led this shift for her team at Salesforce, as well as the move’s effect on their work and impact. Nalini will also share lessons learned in the process - “the how to’s” and the “absolutely how not to’s” - that may inspire and guide leaders and individual contributors alike.
Key Insights
-
•
Decoupling research from UX can provide researchers with more agency to frame broader business problems beyond design.
-
•
Identity work is a fundamental challenge when moving research out of UX, requiring careful leadership attention.
-
•
Playing the long game through persistent business case building and internal socialization is essential for organizational change.
-
•
Research teams positioned alongside product management, engineering, and data science gain higher visibility and influence.
-
•
Measuring research impact becomes more complex but broader, shifting from simple metrics like study counts to influence and strategic involvement.
-
•
Research operations functions are crucial infrastructure that enable scalable, efficient research beyond UX.
-
•
Control over budget and headcount advocacy improves significantly when research reports outside UX.
-
•
COVID-19 amplified issues around identity and belonging for team members during organizational transitions.
-
•
In B2B companies like Salesforce, much product decision-making happens before UX, necessitating research involvement earlier in the lifecycle.
-
•
Providing reassurance and support for new research skills helps ease team anxieties during structural changes.
Notable Quotes
"What happens if research does not report into UX? What might happen if we uncouple research from UX?"
"We made this move in January 2020 — our research and insights team moved out of UX but stayed within product organizations."
"Conscious uncoupling is about identity — how one thinks of oneself defines oneself and how others define you."
"I believed we could do more — more for the company, customers, stakeholders, and ourselves if we had more agency."
"Our research practice was perceived largely as design testers, empathy vehicles, and policing functions — a narrow, reactive role."
"After the move, our work had more impact, more visibility, and we're present across the entire product life cycle."
"Research operations is the spine of any successful research and insights group."
"For the first time, I was able to advocate for funding directly for the research function at high executive levels."
"I underestimated how much identity our team tied to UX and how scary that loss felt to many of them."
"Our shift is structural, not because of personalities — it was needed to influence earlier, more business-centric decisions."
Or choose a question:
More Videos
"My boss might be looking over my shoulder and see nothing but red and think I’m not doing my job."
Craig VillamorResilient Enterprise Design
June 8, 2017
"Anticipating and acting on risk turns uncertainty into inspiration for informed action."
Sarah BrooksTheme 3 Intro
December 10, 2021
"We need to add context to our conversations and take some power back when asked to prove impact."
Julie Norvaisas Pert Eilers Mina JonssonBack to basics, or start from scratch?
March 12, 2025
"Even though we're virtual, our code of conduct still applies and requires respect and kindness."
Bria AlexanderOpening Remarks
January 8, 2024
"Please stop by the Rosenfeld Bookstore to check out signed books and brand new titles."
Bria Alexander Louis RosenfeldOpening Remarks Day 2
March 26, 2024
"The best way to understand these technologies is to learn them hands-on, especially if your work involves language or taxonomies."
Jorge ArangoScale Smart: AI-Powered Content Organization Strategies
September 24, 2024
"Most organizations don't care that design has an explicit standard of quality."
Peter MerholzThe 2025 State of UX/Design Organizational Health
November 12, 2025
"Relational research builds relationships and the knowledge automatically flows."
Victor UdoewaResearch in the Pluriverse
March 29, 2023
"Stakeholder engagement combined with broadcasting research outcomes often marks the turning point from credibility to strategic influence."
Dave HoraAdvice for Establishing Research
December 8, 2022
Latest Books All books
Dig deeper with the Rosenbot
How can jobs-to-be-done be applied to understand multiple roles within a complex B2B customer system?
Why do designers often feel proud of their personal work but frustrated with their organization's output?
How can service designers socialize their role effectively within organizations dominated by non-design logics?