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Despite living in a volatile and complex world, many organizations still operate with outdated, industrial-era assumptions that hinder adaptability.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
"She wants a small sachet she can buy every few days for a few pesos. What she really wants is to recapture time."
Robert SchwartzWe're Here for the Humans
June 9, 2017
"Product and UX ought to be allies presenting a united front at the table, not competing for supremacy."
Aditi Ruiz Christian Crumlish Farid SabitovPulse Check: Empathy Mapping Your Product Manager, Pt. 2
December 6, 2022
"Many magnification tools also have screen reader functions to reduce eye strain and help users."
Sam ProulxSUS: A System Unusable for Twenty Percent of the Population
June 9, 2021
"Setting up a repository as a team of one or two is actually the prime time to establish processes like that."
Taylor Jennings Joe Nelson Alex KnollRepository Retrospective: Learnings from Introducing a Central Place for UX Research
March 9, 2022
"We think holistically about the impact of introducing or removing tools across the org."
Ned Dwyer Jadyn AguilarThe Future of DesignOps is Tool Consolidation
September 23, 2024
"Safety is a state of our nervous system, when our autonomic nervous system is in a safe state, we feel connected."
Alla WeinbergDesign Teams Need Psychological Safety: Here’s How to Create It
September 9, 2022
"Design is not a noun. Design is an active verb."
Maria GiudiceRemaking the Making Company: Moving from Product to Experience
June 9, 2016
"Green spaces are not luxuries—they're necessities for urban life."
Ali Jeffery Sheri ChudowHow DesignOps Helped Enable Wall Street to Work Remotely
October 22, 2020
"There is no one size fits all answer, but there’s also not even a common everyday answer to how design and product roles work together."
Louis Rosenfeld Christian CrumlishOpening Remarks
November 29, 2023
Latest Books All books
Dig deeper with the Rosenbot
What are best practices for implementing guardrails that ensure safe and ethical democratized research?
How can service designers influence outcomes in complex systems where direct control is impossible?
How do newer generations of law students view the incorporation of UX principles into legal education?