Summary
What do you do when you have 8x more designers than user researchers in an organization? Learn how we empowered designers to conduct local-level evaluative research, gave researchers more time to work on global, strategic research, and transformed our user research delivery practice. We will share what key ingredients made our transformation possible and what pitfalls to avoid when bringing research democratization to your own organization.
Key Insights
-
•
Fidelity had up to 15 designers per user researcher, causing major research capacity challenges.
-
•
Research delivery time averaged 14 days, prompting teams to sometimes skip research entirely.
-
•
85% of Fidelity’s research projects were evaluative usability studies, limiting strategic impact.
-
•
Democratizing research by training designers in a single method—remote, unmoderated usability studies—enabled faster and more distributed research.
-
•
The democratization program combined education with tool access and ongoing researcher support to maintain quality.
-
•
Post-democratization, research delivery time dropped from 14 days to 3 days, saving 11 days on average.
-
•
Empowering designers to conduct research allowed researchers to focus on more strategic projects, increasing strategic research from 15% to 56%.
-
•
Guardrails like research buddies, presentation feedback, and repository checkpoints ensured research validity despite democratization.
-
•
Clear communication and a shared vision among researchers, designers, and product managers were critical for buy-in and success.
-
•
Key pitfalls included running pilots during holidays, overcrowded classes, lack of breaks between cohorts, and underestimating human administrative costs for scaling.
Notable Quotes
"We had one researcher for every 10 designers, sometimes even one for every 15."
"It was taking an average of 14 days from intake to delivery for most of our research projects."
"Some teams were going rogue or skipping research altogether."
"Our program changed trains people to create high quality, unbiased user research."
"Remote, unmoderated usability studies give designers feedback in less than a day."
"After this program, we saw a shift from only 15% strategic research to 56%."
"Designers would often say, I didn’t realize research was this hard or what you go through is traumatic."
"Don’t schedule your pilot during the holidays — our first pilot had one graduate because it went through December."
"By limiting our classes to six or seven students, we could give better quality feedback."
"Democratization is not about researchers losing jobs. It’s about increasing learning velocity and impact."
Or choose a question:
More Videos
"COVID forced all of us into vulnerability, letting us see each other as humans beyond our work roles."
Alison Rand Sarah BrooksScaling Impact with Service Design
March 25, 2021
"Our technical leads started attending other teams’ meetings, helping break down integration barriers."
Carl TurnerYou Can Do This: Understand and Solve Organizational Problems to Jumpstart a Dead Project
March 28, 2023
"Data is like a black box. It’s owned by IT. I’m not allowed to know how it works, but I kind of resent that it introduces delays into my marketing processes."
Sarah FlamionComplex Problem? Add Clarity by Combining Research and Systems Thinking
March 31, 2020
"When have you hired the last time someone over 50 or someone who is disruptive and not just culture fit? You need those complementary people."
Silke Bochat5 Antifragile Strategies for a DesignOps 2.0
September 23, 2024
"The grownups’ table is where we talk about business problems and organizational complexity, not just sketching."
Uday Gajendar Lada Gorlenko Dave Malouf Louis Rosenfeld Dan Willis10 Years of Enterprise UX: Reflecting on the community and the practice
June 18, 2025
"Unfortunately, that was very good."
Dan WillisEnterprise Storytelling Sessions
June 8, 2017
"Having a monthly newsletter gave people one place to go instead of having to check Slack or emails all the time."
Kara KaneCommunities of Practice for Civic Design
April 7, 2022
"Research operations is the spine of any successful research and insights group."
Nalini KotamrajuResearch After UX
March 25, 2024
"This is our third and final day of the design operation Summit 2021."
Bria AlexanderOpening Remarks
October 1, 2021
