Summary
In this talk, Sofia Quintero - founder at EnjoyHQ [recently acquired by UserZoom] - shares her experience helping teams implement effective research repositories across companies of all sizes. You will learn a variety of change management protocols and best practices in knowledge management to make sure you build a strong foundation regardless of the tool you end up buying.
Key Insights
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Focusing on tools early in implementation is a mistake; understanding team dynamics and communication is far more critical.
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Change management failures often stem from neglecting the emotional reactions to new workflows and data processes.
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Data flows impact power dynamics within organizations, affecting resistance and collaboration.
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'Momentum Glue'—honest conversations about fear, anxiety, and resistance—is essential to successful adoption.
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Starting small, with as few as two to five people, builds momentum more effectively than large-scale rollouts.
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Without organizational support and clear prioritization, research repository projects usually fail and breed cynicism.
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Teams frequently overlook the importance of ongoing training and protocol development after implementation.
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Executives’ unwillingness to engage hampers change significantly; starting with personal clarity can help navigate this.
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Cross-team alignment is necessary to avoid creating new silos when centralizing research data.
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Even UX researchers often fail to apply their own research skills inward when implementing internal systems.
Notable Quotes
"The biggest mistake in any implementation is ignoring the emotional side of change management."
"Forget about the tools 100% at the beginning and focus on the team—how they communicate and interact."
"When you change people’s workflows, you are literally changing power dynamics."
"There’s a professional language we use and an underlying human language of what people really want."
"You cannot brute force engagement; people don’t just come running after you build a research repository."
"Momentum Glue is all the conversations about fear, hesitation, anxiety, commitment, and group thinking."
"Start small with two to five people—it’s the most agile thing you can do in these heavy implementations."
"If you don’t have time, support, and priority, don’t do it. You’ll set a precedent of failure."
"You have to constantly train people and optimize protocols; rollout doesn’t end with implementation."
"Often executives don’t want to talk, and you can only start from yourself and your own concerns."
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