A talk I gave at Strive, 2019 in Toronto, Canada.
Over the past decade, user research has matured significantly. It’s increasingly more common for large organisations to have dozens of people doing user research, whether as part of a dedicated team of researchers or other design roles. Growing team sizes and increasing organisational demand has meant that the pressures placed on people doing research have grown too. To meet demand and be efficient, impactful, compliant (and happy, lest we forget), researchers need more rigorous operational support.
In 2018, through the work of the ResearchOps Community and its #WhatisResearchOps initiative, the nascent practice of ResearchOps was given shape: via a series of global workshops by researchers and for researchers, the Community explored what ResearchOps should look like and produced a framework to map its various parts.
But what’s behind the theory? What does ResearchOps actually look like in the world today? And who are the people leading the way? In this talk, Kate will share insight into the state of ResearchOps today, talk about current and potential ResearchOps opportunities and challenges, and share what she thinks the future holds for this emerging practice.
2. KATE TOWSEY | RESEARCH OPS MANAGER | @KATETOWSEY
The State of ResearchOps:
More Than Just Theory
3. Agenda
What is ResearchOps?
The rise of ResearchOps
People leading the way
What ResearchOps is not
Stuff we’re grappling with
Atlassian ResearchOps team
4. Agenda
What is ResearchOps?
The rise of ResearchOps
People leading the way
What ResearchOps is not
Stuff we’re grappling with
Atlassian ResearchOps team
5. Agenda
What is ResearchOps?
The rise of ResearchOps
People leading the way
What ResearchOps is not
Stuff we’re grappling with
Atlassian ResearchOps team
6. Agenda
What is ResearchOps?
The rise of ResearchOps
People leading the way
What ResearchOps is not
Stuff we’re grappling with
Atlassian ResearchOps team
7. Agenda
What is ResearchOps?
The rise of ResearchOps
People leading the way
What ResearchOps is not
Stuff we’re grappling with
Atlassian ResearchOps team
8. Agenda
What is ResearchOps?
The rise of ResearchOps
People leading the way
What ResearchOps is not
Stuff we’re grappling with
Atlassian ResearchOps team
10. ResearchOps is the mechanisms and
strategies that set user research in motion.
It provides the roles, tools and processes
needed to support researchers in delivering
and scaling the impact of the craft across
an organisation.
RESEARCHOPS COMMUNITY
11. ResearchOps is the mechanisms and
strategies that set user research in motion.
It provides the roles, tools and processes
needed to support researchers in delivering
and scaling the impact of the craft across
an organisation.
RESEARCHOPS COMMUNITY
12.
13. Research participant recruitment
Recruiment panel management
Procurement
Research spaces
Data governance
Travel bookings
Budget management
Event Coordination
Research Library Management
Internal communications
Expenses
Space bookings
Celebrations and condolences
Conferences
Vendor management
Ops Service Design
Service Desk management
Thank you gifts AKA incentives
Research technology and tooling
Delivering APIs
Managing migrations and
sunsetting
Developing manuals and guidelines
Legal guidelines: consent forms
and NDAs and behaviours
Team communications and
branding
Onboarding new staff
Programme management
Misc. logistics
… and more.
22. 9 people
2 years
“(It’s challenging) scaling a team with limited resources to
provide comprehensive coverage to a fast-growing and
fast-paced research function.”
- Tim Toy
Airbnb San Francisco
23. 3 people
1 year
“ResearchOps allows me to indulge my geeky planning,
spreadsheety side as well as my people-loving supportive
side: it's the best of both worlds and it's incredibly fulfilling.”
- Saskia Liebenberg
Deliveroo London
24. 10 people
6 years
“The spark behind scaling research operations is
recognising and communicating the need as soon as
possible. The longer you take to do that, the harder it
becomes to amplify the value of your research investment.”
- Kari Peters
booking.com Amsterdam
25. 1 person
1 year
“The potential scope of Research Ops is vast, and therefore
requires working closely with the team to understand their
needs, and to develop and communicate a plan of attack that
is both realistic to existing ops bandwidth, and flexible
enough to evolve with the needs of an organization.”
- Lucy Walsh
Spotify New York
26. 6 people
2 years
“Don’t underestimate the resources you need to get
the job done.”
- Kate Towsey
Atlassian Sydney
30. Research participant recruitment
Recruiment panel management
Procurement
Research spaces
Data governance
Travel bookings
Budget management
Event Coordination
Research Library Management
Internal communications
Expenses
Space bookings
Celebrations and condolences
Conferences
Vendor management
Ops Service Design
Service Desk management
Thank you gifts AKA incentives
Research technology and tooling
Delivering APIs
Managing migrations and
sunsetting
Developing manuals and guidelines
Legal guidelines: consent forms
and NDAs and behaviours
Team communications and
branding
Onboarding new staff
Programme management
Misc. logistics
… and more.
31. Research participant recruitment
Recruiment panel management
Procurement
Research spaces
Data governance
Travel bookings
Budget management
Event Coordination
Research Library Management
Internal communications
Expenses
Space bookings
Celebrations and condolences
Conferences
Vendor management
Ops Service Design
Service Desk management
Thank you gifts AKA incentives
Research technology and tooling
Delivering APIs
Managing migrations and
sunsetting
Developing manuals and guidelines
Legal guidelines: consent forms
and NDAs and behaviours
Team communications and
branding
Onboarding new staff
Programme management
Misc. logistics
… and more.
32. Research participant recruitment
Recruiment panel management
Procurement
Research spaces
Data governance
Travel bookings
Budget management
Event Coordination
Research Library Management
Internal communications
Expenses
Space bookings
Celebrations and condolences
Conferences
Vendor management
Ops Service Design
Service Desk management
Thank you gifts AKA incentives
Research technology and tooling
Delivering APIs
Managing migrations and
sunsetting
Developing manuals and guidelines
Legal guidelines: consent forms
and NDAs and behaviours
Team communications and
branding
Onboarding new staff
Programme management
Misc. logistics
… and more.
33. Research participant recruitment
Recruiment panel management
Procurement
Research spaces
Data governance
Travel bookings
Budget management
Event Coordination
Research Library Management
Internal communications
Expenses
Space bookings
Celebrations and condolences
Conferences
Vendor management
Ops Service Design
Service Desk management
Thank you gifts AKA incentives
Research technology and tooling
Delivering APIs
Managing migrations and
sunsetting
Developing manuals and guidelines
Legal guidelines: consent forms
and NDAs and behaviours
Team communications and
branding
Onboarding new staff
Programme management
Misc. logistics
… and more.
34. Research participant recruitment
Recruiment panel management
Procurement
Research spaces
Data governance
Travel bookings
Budget management
Event Coordination
Research Library Management
Internal communications
Expenses
Space bookings
Celebrations and condolences
Conferences
Vendor management
Ops Service Design
Service Desk management
Thank you gifts AKA incentives
Research technology and tooling
Delivering APIs
Managing migrations and
sunsetting
Developing manuals and guidelines
Legal guidelines: consent forms
and NDAs and behaviours
Team communications and
branding
Onboarding new staff
Programme management
Misc. logistics
… and more.
41. We’re building a practice from
scratch
Making our own rules / shaping
our own path
Small community means we
can get close and have impact
Explore working with other Ops
in the organisation
Wildly underestimated
Proving worth with little
resource
Confusion as to what Ops is
and what it is not
Heavily reliant on clear and
consistent research leadership
Reliant on close collaboration
across the entire organisation
CHALLENGES OPPORTUNITIES
42. We’re building a practice from
scratch
Making our own rules / shaping
our own path
Small community means we
can get close and have impact
Explore working with other Ops
in the organisation
Wildly underestimated
Proving worth with little
resource
Confusion as to what Ops is
and what it is not
Heavily reliant on clear and
consistent research leadership
Reliant on close collaboration
across the entire organisation
CHALLENGES OPPORTUNITIES
43. We’re building a practice from
scratch
Making our own rules / shaping
our own path
Small community means we
can get close and have impact
Explore working with other Ops
in the organisation
Wildly underestimated
Proving worth with little
resource
Confusion as to what Ops is
and what it is not
Heavily reliant on clear and
consistent research leadership
Reliant on close collaboration
across the entire organisation
CHALLENGES OPPORTUNITIES
44. We’re building a practice from
scratch
Making our own rules / shaping
our own path
Small community means we
can get close and have impact
Explore working with other Ops
in the organisation
Wildly underestimated
Proving worth with little
resource
Confusion as to what Ops is
and what it is not
Heavily reliant on clear and
consistent research leadership
Reliant on close collaboration
across the entire organisation
CHALLENGES OPPORTUNITIES
45. We’re building a practice from
scratch
Making our own rules / shaping
our own path
Small community means we
can get close and have impact
Explore working with other Ops
in the organisation
Wildly underestimated
Proving worth with little
resource
Confusion as to what Ops is
and what it is not
Heavily reliant on clear and
consistent research leadership
Reliant on close collaboration
across the entire organisation
CHALLENGES OPPORTUNITIES
46. We’re building a practice from
scratch
Making our own rules / shaping
our own path
Small community means we
can get close and have impact
Explore working with other Ops
in the organisation
Wildly underestimated
Proving worth with little
resource
Confusion as to what Ops is
and what it is not
Heavily reliant on clear and
consistent research leadership
Reliant on close collaboration
across the entire organisation
CHALLENGES OPPORTUNITIES
47. We’re building a practice from
scratch
Small community means we
can get close and have impact
Explore working with other Ops
in the organisation
Wildly underestimated
Proving worth with little
resource
Confusion as to what Ops is
and what it is not
Heavily reliant on clear and
consistent research leadership
Reliant on close collaboration
across the entire organisation
CHALLENGES OPPORTUNITIES
48. We’re building a practice from
scratch
Small community means we
can get close and have impact
Explore working with other Ops
in the organisation
Wildly underestimated
Proving worth with little
resource
Confusion as to what Ops is
and what it is not
Heavily reliant on clear and
consistent research leadership
Reliant on close collaboration
across the entire organisation
CHALLENGES OPPORTUNITIES
49. We’re building a practice from
scratch
Small community means we
can get close and have impact
Explore working with other Ops
in the organisation
We centralise the research
effort and costs
Wildly underestimated
Proving worth with little
resource
Confusion as to what Ops is
and what it is not
Heavily reliant on clear and
consistent research leadership
Reliant on close collaboration
across the entire organisation
CHALLENGES OPPORTUNITIES