Log in or create a free Rosenverse account to watch this video.
Log in Create free account100s of community videos are available to free members. Conference talks are generally available to Gold members.
Ask Me Anything (AMA) with Kate Towsey
This video is featured in the Rosenfeld Authors Answer Your Questions playlist.
Summary
Watch Kate Towsey answer questions about research operations, user research, and how to build scalable research practices.
Key Insights
-
•
Research operations predates its popular term and has existed in big tech companies for around 15-20 years, as noted by veterans like Noel Lamb and Tim Toy.
-
•
Research and knowledge management should be viewed as infrastructure that enables knowledge flow, not as assets to be owned or controlled.
-
•
Culture is critical for research adoption; without trust and space to absorb knowledge, even the best research infrastructure fails.
-
•
Research ops should balance routine 'keep the lights on' tasks with strategic system-building initiatives to create lasting organizational impact.
-
•
Strategic work requires carving out dedicated, uninterrupted time regularly to step back, reflect, and prioritize high-impact opportunities.
-
•
No one person can effectively handle all facets of research ops; building cross-functional partnerships with legal, procurement, HR, etc., is essential.
-
•
New research ops practitioners benefit from starting small with knowledge assets like simple spreadsheets or newsletters before scaling.
-
•
Community involvement and co-design in research ops systems promote buy-in and smoother adoption of new processes and tools.
-
•
Differences across sectors like government, tech startups, and legacy enterprises mainly arise from culture and procurement pace rather than core research ops principles.
-
•
Research ops is an evolving discipline requiring adaptability, embracing tools like AI, and shedding rigid industry labels to thrive in changing environments.
Notable Quotes
"Some people have been doing research ops a lot longer than the term has existed."
"You can own the infrastructure that allows knowledge to flow but you can't actually own the knowledge itself."
"People don't learn when they're rushed, stressed, or don't trust the source of the knowledge."
"You've got to slow down to go fast; make space in your schedule to think strategically."
"Every operation is going to have whirlwinds and fires all the time; strategy doesn't end that."
"It is impossible for one research ops person to do all the things expected in job descriptions."
"Be a magnet for skills around you; build partnerships with legal, procurement, HR to share the load."
"Adoption is crucial; build your community early by involving them in co-design and pilots."
"Culture often makes the biggest difference in how research ops works across industries."
"Research ops is like the most punk thing you can do in the experience design space."
Or choose a question:
More Videos
"We had to push through analysis paralysis and trust our guts as customer-facing teams that knew the business."
Shipra KayanHow we Built a VoC (Voice of the Customer) Practice at Upwork from the Ground Up
September 30, 2021
"Information architects use nodes and links to create environments for understanding."
Peter MorvilleThe Architecture of Understanding
May 13, 2015
"If you make a pretty page, that’s great. But if the users can’t actually use the page or they’re frustrated, you just have a pretty page."
Renee ReidBecoming a ResearchH.E.R (Highly Enterprise Ready)
June 3, 2019
"The environment can disrupt critical interactions, like when Stacey gets caught up in cords and takes her eyes off the patient."
Dane DeSutterKeeping the Body in Mind: What Gestures and Embodied Actions Tell You That Users May Not
March 26, 2024
"The four Cs—consistency, convenience, confidence, and customizability—are not just good for accessibility, they make a great experience for everyone."
Sam ProulxOnline Shopping: Designing an Accessible Experience
October 3, 2023
"Balance UX and CX—making the site work technically is not enough if the content or experience isn’t meaningful."
Andrew Custage Michael MallettThe Digital Journey: Research on Consumer Frustration and Loyalty
March 29, 2023
"Why be here if you’re not going to be here."
Shelby SwitzerMaking Space for Community Knowledge-sharing in a Distributed World
December 10, 2021
"Generative AI is non-deterministic and doesn’t understand meaning, so baseline error rates exist in all tools we use."
Llewyn PaineCoexisting with AI: A practical guide for researchers to navigate tools, ethics, and integration
March 11, 2025
"The machine lens gave us hierarchy, bureaucracy, and a focus on efficiency and control, but it sidelines holistic thinking."
Robin BeersNavigating organizational systems: Rethinking researcher’s role in driving change
March 13, 2025
