Research Operations at Scale
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
-
•
Banks like Capital One must manage research amid strict regulations and risk, requiring innovative recruiting and study designs.
-
•
Specialized research operations and curricula teams at Capital One remove procedural inefficiencies and ensure compliance.
-
•
Risk Management at Capital One includes embedded 'risk-sharper' roles that guide research teams through compliance challenges.
-
•
'Wine and dine' sessions enable rich qualitative insights by combining customer interaction with large employee participation, without traditional focus group pitfalls.
-
•
User research approaches must vary by business context: B2C, B2B, and internal IT differ greatly in user access and needs.
-
•
Agile’s dominance in software development creates challenges for user-centered design integration, requiring adaptations or use of Lean methodologies.
-
•
Qualitative research provides rich user insight and inspiration for designers, while executives rely more on quantitative data for decision-making.
-
•
The PURE method formalizes usability evaluation through expert ratings, producing measurable scores that drive executive action and product improvement.
-
•
The user experience talent pool is small and highly sought after, making it critical to structure roles to attract and retain specialists rather than expecting 'unicorns.'
-
•
Effective knowledge management for UX research must support the entire insight lifecycle—from ideation to product impact—to avoid losing valuable learnings.
Notable Quotes
"Capital One is really a bank ... it’s out to change banking for good by becoming a tech company that just happens to do banking."
"We call it research goo: regulation, risk, inefficiencies that complicate research in banks."
"Risk-sharper is a role assigned within Risk Management that carries teams through the risk process to mitigate it."
"Wine and dine is not a focus group; it’s more employees than customers interacting in small groups to get deep insights."
"In business-to-business contexts, finding a champion within your sales or account management teams can open access to users for research."
"You need to know tomorrow’s user as well as today’s because their characteristics differ greatly according to diffusion of innovation."
"Agile is here to stay because engineering managers won’t hire for anything else; user-centered design must fit into Agile somehow."
"Designers thrive on qualitative research because it gives them access to the root of the problem beyond just numbers."
"Never put numbers on qualitative research findings; qualitative insights are about richness and why, not how many."
"The PURE method measures usability by scoring cognitive load and friction at each step of fundamental user tasks."
Or choose a question:
More Videos
"Users want to feel that their dollars are making a difference and want clear storytelling about their impact."
Marissa Cui Rachel He Michael Leggett Manos SaratsisClimate Design Product Showcase
March 13, 2024
"AI personas can be valuable as bounded pre-research tool helping us think earlier and reduce avoidable gaps."
Snehal PendharkarConducting pre-research with AI agent personas: Pressure-testing concepts for expert workflows
June 10, 2026
"Toxic stress is experiencing too much too fast for too long without healing."
Alla WeinbergHealing Toxic Stress
September 23, 2024
"Enterprise UX is fraught with ambiguity, complexity, and a lot of people who may be skeptical, cynical, or apathetic."
Uday GajendarThe Wicked Craft of Enterprise UX
May 13, 2015
"Many leaders don’t have time to pause and reflect, but that reflection is critical for understanding the full picture of their leadership."
Jason Mesut Martina Hodges-Schell Jose CoronadoUnmasking Design Leadership: Navigating leadership without neglecting ourselves
October 30, 2025
"Turning design from tactical to strategic is like turning a super tanker; it takes a long, wide arc."
Alfred KahnA Seat at the Table: Making Your Team a Strategic Partner
November 29, 2023
"Accessibility is a journey and a conversation—thanks for starting yours by being here today."
Sam ProulxOnline Shopping: Designing an Accessible Experience
October 3, 2023
"People can make up an opinion about anything if asked, which leads to the query effect."
Leisa ReicheltThe Five Dysfunctions of Democratized Research at Scale
March 30, 2020
"AI struggles with context, taste, and common sense, and designers bring that to the table."
Dan SafferWhy AI projects fail (and what we can do about it)
May 14, 2025
