Stronger Together: Lessons Learned from UX Research Ops
This video is featured in the Knowledge Management playlist.
Summary
Design Ops and Research Ops teams are essential to design and research, providing strategic perspective as they solve problems and remove blockers. In this session, we review the shared functions of these two teams, focusing on Knowledge Management. We will talk about the rise and fall of research repositories in the ReOps space, outline the lessons learned, and present a way forward: a knowledge management system for both Design and Research - created and managed by Ops.
Key Insights
-
•
Distinguishing between static explicit knowledge (e.g., playbooks) and dynamic explicit knowledge (e.g., personas) requires different management solutions.
-
•
Many UX teams conflate asset organization with insight sharing, which undermines repository effectiveness.
-
•
UX research repositories often fail because they are designed only for researchers, not broader stakeholders.
-
•
Knowledge management principles from library science can greatly improve UX repository strategies.
-
•
Reframing UX deliverables as business assets changes how value, access, and impact are measured and managed.
-
•
Design information management systems create transparency by linking assets like templates, insights, and digital properties.
-
•
Design intelligence—analyzed and actionable design data—is a crucial, often missing layer in business intelligence.
-
•
Different UX roles need tailored views of knowledge, from high-level strategy to granular component history.
-
•
Collaboration between research ops and design ops is essential to break silos and build scalable UX operations.
-
•
Dedicated people and processes are key to successful knowledge ecosystems, not just tools or technology.
Notable Quotes
"Don’t decide on the solution before you understand the problem space."
"Repositories were meant only for researchers, not for stakeholders, and a lot of them failed."
"UX assets are actually valuable resources that generate revenue and contribute to business success."
"Knowledge management is what librarians and archivists have been doing for hundreds of years."
"We need to build connective tissue—shared taxonomies and relational schemas—to tie UX knowledge together."
"Design intelligence is the technologies and strategies organizations use to make informed business decisions from design data."
"Business intelligence already exists in many domains, but design intelligence is still the missing piece for UX."
"The repository isn’t the solution to your problem; knowledge management is."
"Different roles require different slices of information with varied levels of context."
"When UX teams see how these tools make their jobs easier, initial resistance usually disappears."
Or choose a question:
More Videos
"Partnering with market researchers allowed us to ask specific product questions within their long-running exit survey."
Joanna Vodopivec Prabhas PokharelOne Research Team for All - Influence Without Authority
March 9, 2022
"People like us—having a community—is imperative to not feel alone and to sustain in this space."
Louis Rosenfeld Lashanda Hodge Senongo Akpem Chris HodowanecBecoming a Civic Designer: Making the Move from Private to Public Sector
November 17, 2022
"We are back and we are right on time. Eight o'clock on the dot."
Bria AlexanderDay 3 Welcome
September 25, 2024
"Yesterday we touched upon topics like chatDBT, chatbots, trust, intentionality, agency, and even alien interns."
Uday Gajendar Louis RosenfeldDay 2 Welcome
June 5, 2024
"Frequent, bite-sized training is crucial so staff actually remember how to support customers with disabilities."
Sam ProulxOnline Shopping: Designing an Accessible Experience
June 7, 2023
"If you really care about success, you define it first and hire against performance, not just experience."
Russ UngerOnboarding: The Ecosystem, not the Afterthought
November 7, 2017
"The store mobile device is the indispensable silent partner enabling store employees to balance task productivity and customer engagement."
Catherine DubutBridging Physical and Digital Spaces: Approaches to Retail Service Design
March 18, 2021
"Sentient design is about intelligent interfaces that are aware of context and intent so they can be radically adaptive to user needs in the moment."
Josh Clark Veronika KindredSentient Design: New Postures for AI-Mediated Experiences (2nd of 3 seminars)
January 29, 2025
"Every manager who works with me knows their responsibility includes sourcing candidates for diverse backgrounds."
Dantley DavisLeadership & Diversity—A Fireside Chat with Dantley Davis
September 17, 2020
