Scaling Research Via an Ops First Model at Clever

Key Insights

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  Clever operates a research operations first model with no dedicated UX researchers, relying on designers and PMs to conduct research.

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  Liza Pennstein’s path to research operations included customer solutions roles emphasizing empathy, listening, and problem-solving.

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  Centralizing participant incentives through a shared credit card and Jira ticket system eliminated confusion and improved process efficiency.

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  Recruiting and scheduling user research participants was a major barrier that was addressed by creating shared participant databases.

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  The ROCKS program at Clever (Research Ops Knowledge Share) facilitates cross-team learning and un-silos research knowledge.

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  Initial focus was on increasing research confidence and comfort among practitioners before emphasizing quality and best practices.

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  Balancing standardization with flexibility is critical; intervention happens when research quality or participant screening falters.

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  Without dedicated UX researchers, Clever prioritizes enabling non-experts with training, templates, and external expert speakers.

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  Building a lightweight repository with Great Question software supports storing and sharing research insights effectively.

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  Future plans include broadening methods like unmoderated research, increasing visibility, and maintaining momentum through speaker series and workshops.

Notable Quotes