Scaling ResearchOps: Helping Researchers do Their Best Work
This video is featured in the Knowledge Management playlist.
Summary
Research in many organizations has become all about speed and efficiency, making contextual research difficult. The solution for some is to introduce a ResearchOps layer. Brigette will introduce you to the Eight Pillars – the broad areas that researchers care about. These pillars remain the same, whether you’re just ‘getting organized’ or are doing research at scale. From here, you can start to think about operationalizing research in your organization. Drawing on her experience as a Research Ops specialist, Brigette will outline the journey- from organized to operationalized. Whatever the scale, Ops’ mission is to help researchers do their best work.
Key Insights
-
•
The eight pillars framework maps key research ops areas like environment, people, governance, and research libraries as foundational to scaling research.
-
•
Pace layers illustrate how research methods vary in speed and depth, with fast, noisy research at the top and slow, strategic research at the bottom.
-
•
Conflicts between fast and slow research layers create constructive turbulence that keeps organizational research resilient and balanced.
-
•
Most organizations experience tension between research speed demands and the need for rigorous, slower methods like ethnography.
-
•
Research ops functions act as a vital connective tissue that lifts operational burdens from researchers, enabling them to focus on impact.
-
•
Scaling research successfully requires strategies tailored to an organization's existing maturity, research method mix, and infrastructure.
-
•
In high maturity orgs, expansive research libraries and panel management help bridge long-term generative research to faster methods.
-
•
Tech companies often focus on fast evaluative research with decentralized researchers but can scale downward by investing in more skilled researchers and ops.
-
•
Measuring research ops impact by connections, usage, and feedback loops is more meaningful than focusing solely on cost savings.
-
•
Recognizing researchers' own agency and power within organizations is key to intentionally shaping research realities and strategy.
Notable Quotes
"You already have everything you need to advance your research, to move beyond reactive to the space you’re into being."
"Fast learns, slow remembers. Fast gets all the attention, and slow has all the power."
"Conflicts caused by layers moving at different speeds actually keep things balanced and resilient."
"Ops gives you the capacity to see your research within the whole system and all the moving parts that make it up."
"Lifting your game above the day to day is impossible without ops."
"What extent do our organizations become who they are because of the stories we tell them about who they could be?"
"One ops person to five researchers seems pretty legit, according to Kate Towsie."
"Measuring ops impact by how much people are using the research and embedding feedback loops is much more valuable than just looking at money saved."
"Researchers are trained to see power and power imbalances, but seeing our own agency is uncomfortable because it infers responsibility."
"Research ops is not just about delivering efficiency; it’s about creating a map and a vision of research across the whole organization."
Or choose a question:
More Videos
"It doesn’t matter when work is done, so long as it’s done and its quality."
Lavy Kumar Kat Temple Shan Sebastian Tara Jensen Jenn ChouFuture of Work
June 9, 2021
"Leadership buy-in now means we get to focus on bigger, generative research questions instead of just tactical usability studies."
Andreas Huebner Amy Takata Craig BrookesWhat Is It Like To Be Part of The UX Team at Compass?
March 11, 2021
"When people answer in a similar way, they find clusters that can be used to group users."
Ricardo MartinsUnlocking the power of advanced quantitative methods
March 12, 2025
"Our mission is to empower everybody to learn; not the few learning on behalf of the many."
Monty HammontreeThe Future of UX Research
December 3, 2020
"We realized that the extended design discipline needed to regain some design ops activities to function properly."
Benjamin RealShowing the Value of DesignOps by Not Having a DesignOps Team
October 21, 2020
"Adoption is crucial; build your community early by involving them in co-design and pilots."
Kate TowseyAsk Me Anything (AMA) with Kate Towsey
April 2, 2025
"Both tribes really believe in doing awesome for customers, that’s our common ground."
Steve Portigal Chris Chapo Kelly Goto Christian RohrerDiscussion
May 13, 2015
"There isn’t necessarily a conflict between security and accessibility; it’s a matter of thoughtful design."
Sam ProulxOnline Shopping: Designing an Accessible Experience
March 28, 2023
"Users with physical challenges often can see and interpret prototypes but may need help clicking through them because assistive tech may not support the prototype system."
Sam ProulxPrototype Reviews, People With Disabilities, and You
October 1, 2021
