Summary
What do you do when you have 8x more designers than user researchers in an organization? Learn how we empowered designers to conduct local-level evaluative research, gave researchers more time to work on global, strategic research, and transformed our user research delivery practice. We will share what key ingredients made our transformation possible and what pitfalls to avoid when bringing research democratization to your own organization.
Key Insights
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Fidelity's agile transformation led to one researcher supporting up to 15 designers, causing bottlenecks and research skipping.
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85% of their pre-democratization research was evaluative, limiting strategic impact and researcher satisfaction.
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Teaching just one research method—remote, unmoderated usability testing—allowed quick, scalable learning for geographically dispersed teams.
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Democratization reduced average research delivery time from 14 days to 3 days, improving team velocity significantly.
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125 designers trained launched 215 usability studies, eliminating the problem of teams skipping research.
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Researcher-designers relationships improved, increasing designer empathy for research challenges.
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Quality control was maintained via research buddies, presentation feedback, and repository checkpoints post-training.
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Pilot timing, class size limits (6-7 max), and clear communication are critical for successful democratization program rollout.
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Planning for scale must consider not only tooling and licenses but also administration, researcher workload, and burnout.
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Shared vision and corporate buy-in were essential, achieved by aligning with agile transformation and valuing learning culture.
Notable Quotes
"We had one researcher for every 10 designers, some groups had one for every 15. It was a little messy."
"Due to high volume, some teams were going rogue or skipping research altogether."
"Skipping research is no longer an issue because we empowered designers to build their research skillsets."
"Remote, unmoderated usability studies provide feedback in less than a day and support geographically dispersed teams."
"I don’t want to lose my job by teaching designers how to do our job, but teaching one method felt safe."
"Designers often said, I didn’t realize research was this hard, or more humorously, what you go through is traumatic."
"We created guardrails like research buddies and presentation feedback to avoid invalid research floating around."
"Don’t schedule your pilot during the holidays unless you want only one graduate out of the entire class."
"We learned six students per class is ideal; too many students prevent giving quality feedback."
"When you empower others, you open up possibilities that transform your teams and accelerate your time to market."
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