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
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Liza Pennstein's background in customer interactions provides a unique perspective into research operations.
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Clever has adopted an Ops-first model where research is conducted by designers rather than dedicated researchers.
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Implementing streamlined processes, such as a feedback bot, can significantly enhance the efficiency of research practices.
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Fostering a collaborative culture helps break down silos in research knowledge across teams.
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Continuous learning and workshops are essential for improving the quality of research conducted by team members without formal training.
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Establishing a knowledge share program aids in disseminating best practices and experiences among team members.
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Incentivizing research participants uniformly simplifies the process and addresses common pain points.
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The importance of creating excitement and engagement around research practices to encourage participation.
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Iterative experimentation in processes allows for gradual improvement and adaptation of research methodologies.
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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."
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