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Redefining a user research function

Analyze and optimize the end-to-end research process at a satellite internet provider to enhance researcher efficiency.

Background

The research function at the commercial arm of a satellite internet provider lacked optimal operational processes, causing pain points for researchers throughout the end-to-end study process.
METHODS USED
SME interviews, service blueprints, journey maps
INDUSTRY
Telecommunication

Business Goals

  • Increase user experience researcher productivity
  • Identify and resolve end-to-end process challenges
  • Reduce the research study time from inception to completion

The Process

The project lead developed a plan to understand the end-to-end research process, along with its pain points, areas that worked well, and opportunities. A plan of action was built to determine how to improve the way that research was done.
  • The project lead conducted interviews with the researchers and the design director of the business segment to understand the current process.
  • A journey map was then created to visualize the process, along with its steps, pain points, and opportunities.
  • Pain points were prioritized based on urgency and assigned to either the short- or long-term roadmap.
  • The project lead collaborated with the research team and the newly established research operations function to implement short-term priorities.

The Outcome

This project resulted in a reduction in research study time by an average of 3 weeks.
  • Four processes were automated by bringing in a participant management tool to facilitate recruiting and automate scheduling, participant incentives, research consent form completion, and simplifying communication channels between researchers and participants.
  • Established a strategic partnership with the marketing intelligence and legal teams, resulting in the removal of two process dependencies. This initiative optimized workflows, mitigated risks, and reduced the need for their involvement in every study, ensuring more efficient use of their time.
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