Summary
Research is an inherent part of design, and operationalizing how insights are generated and used is one of the more challenging aspects of design operations. Overcoming the lack of good tools, taming the complexity of research at scale, and navigating the world of different forms of inquiry are just a few of the obstacles to overcome. That said, we are starting to see a range of benefits from implementing research operations in modern design organizations.
Key Insights
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Capital One aims to reframe itself as a tech company focused on human-centered banking.
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Regulatory frameworks create specific challenges for conducting user research in the banking sector.
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The 'research goo' identifies risk, regulation, and inefficiency as significant obstacles in research processes.
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Specialized roles in research operations streamline the research process and enhance efficiency.
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The 'wine and dine' method exemplifies innovative qualitative research that encourages direct employee-customer interaction.
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Qualitative research provides richer insights into user needs compared to purely quantitative methods.
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Empowering non-research team members to conduct research can alleviate bottlenecks and foster a culture of experimentation.
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Agile methodologies pose challenges and opportunities for integrating user-centered design practices.
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Understanding different business contexts is crucial for effective research operations and user engagement.
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A comprehensive knowledge management system is essential for storing insights and supporting ongoing research processes.
Notable Quotes
"Capital One is known as a credit card company, but it’s actually one of the largest banks in the US."
"We’re out to change banking for good, focusing on becoming a tech company that does banking."
"When doing research in a bank, it raises questions of efficiency and regulation."
"The research goo of regulation, risk, and efficiency complicates our studies."
"Wine and dine is a methodology where employees and customers interact to discuss pain points."
"This approach tends to be more of a smaller group type of discussion, creating a good source for journey maps."
"In a business-to-business context, accessing end-users is often difficult and requires a champion within the company."
"Companies that listen to customers before building something are viewed as smart companies."
"Qualitative methods provide richer insights that help understand user motivations and needs."
"Creating a knowledge management system is crucial for tracking insights throughout the research process."
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