Summary
Research is an inherent part of design, and operationalizing how insights are generated and used is one of the more challenging aspects of design operations. Overcoming the lack of good tools, taming the complexity of research at scale, and navigating the world of different forms of inquiry are just a few of the obstacles to overcome. That said, we are starting to see a range of benefits from implementing research operations in modern design organizations.
Key Insights
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Capital One views itself primarily as a tech company focused on banking, requiring a strong human-centered design approach to navigate regulations.
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Banking research faces unique 'research goo' — regulatory, risk, and efficiency challenges that complicate recruiting and studying customers.
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Specialized research operations roles like obs leads and risk-sharpeners help Capital One efficiently deliver research while managing compliance.
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The 'wine and dine' method combines qualitative research with employee engagement to gain customer insights without typical focus group pitfalls.
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Business context (B2C, B2B, internal) drastically affects user access and research approach, requiring tailored strategies.
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Agile engineering workflows present challenges for user research timing; integrating design phases or Lean methodologies improves fit.
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Democratizing research across roles (designers, PMs, execs) is critical to scale insight generation and avoid bottlenecks.
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The UX talent pool is small and specialized; companies must design flexible job families to attract and retain varied expertise.
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Qualitative research drives designers’ inspiration and problem understanding, whereas executives rely on quantitative data to make decisions.
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The PURE method quantifies usability heuristics to measure ease of use, translating qualitative findings into executive-accessible metrics.
Notable Quotes
"Capital One realized four or five years ago that human-centered design needed to be a top corporate strategy."
"The number one rule when a customer filed bankruptcy is you can’t contact them in any way, making research with this group tricky."
"Risk Management sounds like one of the three circles of hell, but at Capital One, they’re amazing and help guide us through risk."
"Wine and dine is not a focus group; it’s mostly employees observing and interacting with customers in smaller, in-depth conversations."
"In business to business research, accessing the customer is often difficult because account managers act as gatekeepers."
"Developers are coming online and need something to code, which leads design teams to scramble for deliverables under Agile."
"The PURE method is like Rotten Tomatoes for usability, with experts rating tasks to generate quantitative heuristics."
"Executives want big numbers to justify decisions; they rarely look down into qualitative data for nuance."
"Qualitative data is rich and reveals why users behave a certain way; don’t misuse it with numeric summaries that teach the wrong lesson."
"Our research team’s why is a belief that opportunity lies in understanding the complexity of people, empowered by deep expertise and partnership."
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