Summary
In this Q&A session, we'll hear how Liza Pemstein, Research Operations Manager at Clever, built a robust research practice at one of the fastest-growing EdTech companies. Identifying the friction in the process experienced by design, product, engineering, and marketing, Liza has streamlined and scaled research. She'll share how she got started, what she's learned and what she's excited about in 2023!
Key Insights
-
•
Liza Pennstein's background in customer interactions provides a unique perspective into research operations.
-
•
Clever has adopted an Ops-first model where research is conducted by designers rather than dedicated researchers.
-
•
Implementing streamlined processes, such as a feedback bot, can significantly enhance the efficiency of research practices.
-
•
Fostering a collaborative culture helps break down silos in research knowledge across teams.
-
•
Continuous learning and workshops are essential for improving the quality of research conducted by team members without formal training.
-
•
Establishing a knowledge share program aids in disseminating best practices and experiences among team members.
-
•
Incentivizing research participants uniformly simplifies the process and addresses common pain points.
-
•
The importance of creating excitement and engagement around research practices to encourage participation.
-
•
Iterative experimentation in processes allows for gradual improvement and adaptation of research methodologies.
-
•
Identifying quick wins is crucial for building momentum and trust within the team.
Notable Quotes
"The only sustainable form of business growth comes from delivering value to people."
"I believe that innovation and education starts and ends with Next Level research."
"Research is a sales role."
"I saw an opportunity to maybe make that process a little better."
"Research is a group project."
"We have different product teams and I wanted to talk to the people who are doing it."
"It’s all about active listening, creative problem solving, and empathy."
"It felt good to see the light at the end of the tunnel with little wins."
"Let's try unmoderated sessions so people can learn insights while balancing limited resources."
"Just get started; if I could go back, I would be more aggressive with my decisions."
More Videos
"The misconception that accessibility is unattractive only benefits a small group is incorrect; it improves experiences for everyone."
Samuel ProulxInvisible barriers: Why accessible service design can’t be an afterthought
December 3, 2024
"Embrace moments in conversations for personal and professional growth."
Victor UdoewaTheme One Intro
March 27, 2023
"The basics of our operations should focus more on obtaining results that align with the overall company strategy."
Gonzalo GoyanesDesign ROI: Cover a Little, Get a Lot
September 8, 2022
"Policy ideally is driven by values, whereas UX in the private sector is driven by profit."
Alexandra SchmidtWhy Ethics Can't Save Tech
November 18, 2022
"We have to be relentless at saying no to avoid overcommitment."
Jose CoronadoFrom Zero to Hero
September 8, 2022
"I'm paving the path for neurodiversity in design."
Pippa LomasPaving the Path for Neurodiversity in Design
October 4, 2023
"This is a new space that we are all trying to figure out together."
Louis Rosenfeld Matt Jones Olga Khroustaleva Michael Leggett Karol MunozDo you want to work on climate? (Climate UX Discussion Series)
November 15, 2023
"A designer juggling multiple teams has to decide which two people am I going to piss off today."
Jeff GothelfThe Intersection of Lean and Design
January 10, 2019
"When you have the same conversation in meetings over and over, a canvas can help keep that conversation moving forward."
Dave GrayGroup Activity: Making Sense of DesignOps
November 7, 2017
