KR: Create passionate user advocates by giving the entire company better exposure to the valuable insights we learn in user research => 100%
The problem
TLDR; It’s difficult to have awareness of the insights that are identified through the research projects being conducted at GitLab.
In a previous issue that attempted to address this problem, we aimed at driving awareness via telling good stories through our research insights. In the span of several months, we learned that these types of stories aren’t as frequent as we had originally thought. The result: very little was being shared out.
As we revisit this problem, the scope will shift to increase general awareness of the insights being identified through all UX research efforts.
The challenges
There are several challenges that exist with any proposed solution. For example:
- Collecting the insights and accompanying ‘meta-data’ (ex: details associated with the study, such as who conducted the study, the stage, etc)
- Presenting the information out in a manner that isn’t entirely a self-serve model. Meaning, utilizing existing communication channels to push out insights.
- Any solution will result in additional work for people. We want to be mindful of that and keep the number of people involved to a minimum while requiring the least amount of work for those involved.
- Drawing a line in the sand as to what makes the cut; there will always be partially completed studies that are in-progress. Those may have to be included in the next communication.
- Keeping track of the in-progress studies. This will require detailed book keeping.
The proposed solution
We can leverage the fact that most research conducted passes through our Research Coordinator, @cfaughnan. She has an accurate view into: the number of research projects, timelines, who is driving the research, stages the research is being done within, etc. This means that she can consistently drive this effort, thereby reducing some of the work that would be done by other team members.
We will start with a cadence of every other Friday and adjust accordingly. @cfaughnan will share out a communication that contains specific information about the insights that were collected in the previous ~2+ weeks. The goal is to keep it high-level, yet informative and engaging. The proposed message should include:
- One sentence that combines the insight with the goal. Ex: Users prefer a descriptive design to guide them through code review because XYZ.
- @ mention person who conducted the research as the DRI
- Links to: Dovetail insights
- List the stage
- Answer the question of: Why this matters?
How to collect this information?
As stated earlier, @cfaughnan has visibility into much of that information - but not all of it. She will have to reach out to the DRIs for the remaining pieces of information. Perhaps a template could be used?
Good project management will be needed to ensure that the information is gathered in a timely manner.
How will it be shared out?
This is still TBD, but some ideas:
- Use the #ux_research channel in Slack to share out the communication
- As we start this process, we can X-post to other channels.
- Note: the formatting will have to be explored, so that the Slack message is presented in a clean, easy-to-consume manner
- Every other week, create an issue. Populate it with the insights. Share it out to the key Slack channels.
- Maybe consider adding a teaser/sample in the Slack message
- Additionally, blog posts for good stories, per the process in this previous issue
Scope
- This includes ALL UX research being conducted within GitLab, not just limited to projects where UX Researchers are closely involved in
- Research conducted by UX Researchers, Designers, Product, etc - within the umbrella of UX
- Any research method
Other details
The intended audience: all of internal GitLab. Ranging from ICs to the CEO. The information shared with them should be informative enough to understand. As this effort evolves, we can explore sharing this information in the blog, where external audiences can consume it, too.
Benefits to this approach
It serves as a cross-check to the Proactive UX Work KPI: https://about.gitlab.com/handbook/engineering/ux/performance-indicators/#proactive-ux-work. Inherently, research projects will be closely followed from start to finish.
Questions
- At the end of each 2 week cycle, @cfaughnan will have to gather the information needed for the Slack message. How will that be done?
- ANSWER --> Caitlin will do this via an issue and @ mention the DRIs.
- How will she keep track of all the studies? Many will be carry-over across 2 week cycles (meaning, they may span a month or more)
- ANSWER --> Caitlin will do this via an issue or a Sheet.
- Is there a way to somehow automate getting this information? (using Qualtrics) Maybe that’s unnecessary…
- ANSWER --> Short answer: no. At least for this iteration.
- How will we gather feedback to improve this process?
- ANSWER --> Caitlin to collect feedback as it comes in. No formal review system yet. May ask over Slack after a few communications.
- Slack removes items after 3 months. How do we handle that?
- ANSWER --> The thinking is a quarterly issue to keep track of all the communications, by quarter.
- Blog posts...how do we want to handle those?
- ANSWER --> When special projects come our way that tell a great story, blog posts will be written about them. The key: we need to show 'what's been done as a result of the research'
Sample output, every two weeks
Checklist
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Decide on the output delivery: Slack, via 'ux research channel. X-post to: UX and Product channels
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Decide on the output structure/outline: see sample output, above
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Pilot transforming the data to a post, using the structure/outline -
Pilot delivering the information over the span of 1.5 months (at least 3 posts) -
Solicit and collect feedback -
Adjust the output, based on feedback (also ongoing, beyond this quarter) -
Update handbook with the finalized process and output - including the duties of the Research Coordinator to include this. This has been updated on this page: https://about.gitlab.com/handbook/engineering/ux/ux-research-coordination/