Thread by @RohanIrvine

Next up with have Leah McKenzie & Kate Tilbrook who'll be sharing how they moved from market research to design research for UniSuper
#DR19

About 18 months ago Kate & Leah as market researchers were tasked with bringing Customer Experience CX into the business. As two people. Who were introverts.

They've made a journey map about their journey implementing this CX project.

After kicking it off they worked with an external agency to help build the capability in the organisation.

They created a CX leadership group where they could dump insights into leadership and pick apart their assumptions so they could actually create something people wanted

Then came the lowest emotional point in the project "Workshop Fest". 25+ tailored workshops where they ended up facilitating rather than conducting research.

Cutting and pasting physical paper was a weakness Kate found out about while curating all of the workshop insights

Internally they thought the org was in the same page but unfortunately they were not.

They attended design research 2018 wondering if they belonged I the community (they definitely did!) And walked away pumped to implement some of the new practices they learners.

They came back and started some projects to bring the executives into the research.

It was great but didn't have the momentum they needed because they were still in marketing.

Then.
There was a restructure.

They moved them 38 floors, into a new team, with new titles, new executive managers, new desks and new tech setup.

When they hit the deep end, it was the best time and the worst time, everything they wanted, but all at once.

We wanted to change the way we did research from quant to qual.

When you're doing deep research it can be difficult to step back and see the impact that you were having on senior stakeholders.

Previously they had started to make change at the team level on projects underway.

This time they walked their executives though journey maps

Hearing directly from members made the research real for execs. The execs loved it so much they made their direct reports all attend a session to learn about work.

#dr19

They managed to chop off a lot of deadwood from their workload by reassessing their research schedule against the new CX goals.

They've created a monster backlog but have managed to secure a third researcher.

They're still finding ways to be creative and get new research practices implemented.

@threadreaderapp unroll please!