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
-
•
Focusing on tools early in implementation is a mistake; understanding team dynamics and communication is far more critical.
-
•
Change management failures often stem from neglecting the emotional reactions to new workflows and data processes.
-
•
Data flows impact power dynamics within organizations, affecting resistance and collaboration.
-
•
'Momentum Glue'—honest conversations about fear, anxiety, and resistance—is essential to successful adoption.
-
•
Starting small, with as few as two to five people, builds momentum more effectively than large-scale rollouts.
-
•
Without organizational support and clear prioritization, research repository projects usually fail and breed cynicism.
-
•
Teams frequently overlook the importance of ongoing training and protocol development after implementation.
-
•
Executives’ unwillingness to engage hampers change significantly; starting with personal clarity can help navigate this.
-
•
Cross-team alignment is necessary to avoid creating new silos when centralizing research data.
-
•
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."
Dig deeper—ask the Rosenbot:
More Videos
"Please read our code of conduct — creating a safe and inclusive environment is a top priority."
Bria Alexander Louis RosenfeldWelcome
September 8, 2022
"Business leaders identified elimination of redundant processes as the number one value of design."
Mike OrenWhy Pharmaceutical's Research Model Should Replace Design Thinking
March 28, 2023
"Sophisticated AI isn’t always needed; sometimes what’s really needed is a better website, not a fancy chatbot."
Jodi ForlizziDesign and AI innovation
June 5, 2024
"If you ever feel uncomfortable or subjected to bullying, please let us know. It’s very important to keep the vibes positive."
Bria AlexanderOpening Remarks
October 3, 2023
"Facial coding AI isn't smart enough to know if someone is smiling because they're happy or uncomfortable."
Michael WeirMixed Methods and Behavioural Science (Videoconference)
May 26, 2023
"Not all information can or should be communicated identically across teams; you have to consider audience and purpose."
Molly FargotsteinMultipurpose Communication & UX Research Marketing (Videoconference)
September 12, 2019
"Emotions are not universal at all; emotions and behaviors are constructed by the culture and society where they come from."
Verónica Urzúa Jorge MontielThe B-side of the Research Impact
March 12, 2021
"Knowledge management and IA help folks find, make sense of, and importantly learn from the content they need."
Husani OakleyTheme Two Intro
June 6, 2023
"The AB Builder is a collaborative workspace accessible by both designers and developers."
George Abraham Stefan IvanovDesign Systems To-Go: Reimagining Developer Handoff, and Introducing App Builder (Part 2)
October 1, 2021
