Scaling Research Via an Ops First Model at Clever
Summary
Key Insights
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Clever operates a research operations first model with no dedicated UX researchers, relying on designers and PMs to conduct research.
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Liza Pennstein’s path to research operations included customer solutions roles emphasizing empathy, listening, and problem-solving.
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Centralizing participant incentives through a shared credit card and Jira ticket system eliminated confusion and improved process efficiency.
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Recruiting and scheduling user research participants was a major barrier that was addressed by creating shared participant databases.
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The ROCKS program at Clever (Research Ops Knowledge Share) facilitates cross-team learning and un-silos research knowledge.
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Initial focus was on increasing research confidence and comfort among practitioners before emphasizing quality and best practices.
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Balancing standardization with flexibility is critical; intervention happens when research quality or participant screening falters.
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Without dedicated UX researchers, Clever prioritizes enabling non-experts with training, templates, and external expert speakers.
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Building a lightweight repository with Great Question software supports storing and sharing research insights effectively.
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Future plans include broadening methods like unmoderated research, increasing visibility, and maintaining momentum through speaker series and workshops.
Notable Quotes
"Research is a sales role at its heart, delivering value to people to drive sustainable growth."
"I had a hunger for process and efficiency once I built a feedback bot to share customer insights."
"We don’t have dedicated user researchers, but designers and PMs conduct most research here."
"People were doing incentives in different ways, using their own cards, which was confusing, so I centralized it."
"The biggest struggle was recruiting and scheduling participants, so we started a shared Google sheet."
"Research is a group project and learning is a group project—you don’t have to be an expert but find those who are."
"I want to encourage excitement about research and gradually mold people into better researchers."
"Sometimes you have to make it messy before it can be clean again — disrupt to improve."
"We have the quantity of research work; now we’re focused on building up the quality."
"Unmoderated research is exciting because it lets us gather insights while freeing people up to be in two places at once."
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