Research as a Catalyst for Organizational Transformation
Summary
Robin, with a background in organizational psychology and a focus on diversity, equity, and inclusion, draws on her experiences in South Africa and the concept of Ubuntu to emphasize interconnectedness in business transformation. She critiques legacy industrial-era assumptions and Milton Friedman's shareholder primacy view, highlighting a shift toward ecosystem stakeholder capitalism endorsed by CEOs like Mark Benioff and Larry Fink. Robin argues that researchers have unique superpowers: learning through deep listening and empathy, connecting by breaking organizational silos, and generating actionable insights to influence strategy, structure, processes, rewards, and culture. She illustrates these with Wells Fargo case studies, such as simplifying financial tools, redesigning merchant services applications, digitizing SBA applications, and confronting cultural issues exposed by the Wells Fargo sales scandal. Robin stresses that organizational change demands navigating resistance and culture with both research craftsmanship and organizational consulting skills. She encourages researchers to take their seats at the decision-making table, as research remains the most predictive organizational practice in a volatile, uncertain, complex, and ambiguous (VUCA) world.
Key Insights
-
•
The African philosophy of Ubuntu (‘I am because we are’) offers a powerful lens for human-centered research emphasizing interdependence rather than rugged individualism.
-
•
Despite living in a volatile and complex world, many organizations still operate with outdated, industrial-era assumptions that hinder adaptability.
-
•
The 2019 Business Roundtable redefinition signals a major shift from shareholder primacy to stakeholder ecosystem capitalism, focusing on benefiting all stakeholders.
-
•
Researchers hold unique 'superpowers' to drive transformation: learning through deep empathy, connecting cross-functional teams, and generating actionable insights for change.
-
•
Turning the research lens internally on organizational assumptions ('in here') as well as externally on customers ('out there') enables alignment and meaningful transformation.
-
•
Research acts as a silo-busting platform, fostering cross-disciplinary conversations that rarely happen otherwise but are essential for customer-centricity.
-
•
Experiential significance is a felt recognition within research data that identifies truly critical issues demanding organizational attention.
-
•
Organizational levers including strategy, structure, process, rewards, and culture must all be considered and can be tripped by research insights for effective change.
-
•
Cultural challenges, such as the sales vs. service divide at Wells Fargo, reveal the difficulty of acting on research findings when they confront entrenched mindsets.
-
•
Researchers need organizational consulting skills, including facilitation and managing resistance, beyond traditional research craft to effect systemic change.
Notable Quotes
"Ubuntu means I am because we are — we don’t really know our own humaneness unless it’s in relationship to other people."
"We’re still operating from an industrial era hangover — a mechanistic way of problem solving that doesn’t fit today’s complexity."
"The Business Roundtable radically redefined the purpose of a corporation — it’s to promote an economy that serves all Americans, not just shareholders."
"Researchers have superpowers: deep listening, empathy, making connections, synthesis — capabilities everyone in business needs today."
"Turning the research lens on both the ‘in here’ organization and the ‘out there’ customer reality helps reveal misalignments and opportunities."
"Research is inherently a silo-busting activity because customers experience the whole, not just parts divided by departments."
"Experiential significance is that moment in research when something just hits you as really important and impossible to ignore."
"In the application process for merchant services, underwriting’s risk-first mindset conflicted with customer needs, causing friction."
"There is no quick fix to culture — the sales versus service divide at Wells Fargo was a cultural issue that required bravery to address."
"Research really is the most predictive practice an organization has — we are the only ones who can really predict the future."
Or choose a question:
More Videos
"Operations often move around organizationally, from design to product operations and back, reflecting evolving team needs."
Changying (Z) ZhengPractical DesignOps: From Ideas to Tools That Teams Actually Use
September 25, 2025
"There’s opportunity to shift people internally within organizations rather than just hiring externally to fill experience design roles."
DesignOps and The Great Talent War of 2021
August 19, 2021
"We had 24 different consent scenarios but wanted to avoid a 15-page form that scares participants."
Theresa MarwahHow Atlassian is Operationalizing Respect in Research
February 27, 2020
"Design ops professionals are already futurists in disguise because they constantly manage risks and plan capacity."
April ReaganLook, Think, Act: The Futures-Smart Design Organization
October 1, 2021
"The more the compliance level increased, the higher the cost efficiency."
Patrizia BertiniThe (r)evolution of designOps: It’s Time to Think (really) BIG
September 11, 2025
"I connected with commercial, contracts, and policy teams to understand how the system worked and to secure budgets."
Jaskiran KangWhy Community is Key to Professionalizing Design
October 28, 2022
"People fall into two groups: some want to see what the system is thinking and why, others just want to see the final output."
Luke WroblewskiDesigning AI Applications
March 5, 2026
"You aren't going to understand the healthcare ecosystem right off the bat; it’s incredibly complex."
Theresa NeilDesigning for Wellness: Specializing in Healthcare
May 22, 2024
"We haven’t lost our power as a discipline — we just need to reclaim agency and make others recognize the power we already hold."
Eduardo Ortiz Robin Beers Rachael Dietkus, LCSW Bruce Gillespie Jess Greco Marieke McCloskey Renee ReidDay 3 Theme Panel
March 13, 2025
