Stakeholders want “actionable insights” from UX research, but what they really need is help making expedient, smart decisions... in other words, they need ACTION. Depending on a stakeholder’s trust and engagement, they see UX research as an asset, an ally, or an obstacle in your organization. With low trust and engagement, “actionable insights” will sit on the shelf forever, overlooked when the customer needs them the most.
Our team developed a 2x2 model that describes the relationship between researchers and stakeholders so that you can develop the right strategies to drive the team to action.
In this talk, you will learn how to elevate the level of trust and stakeholder involvement. Leading design research at a Pacific Northwest health insurance company, our team has used this new framework to increase collaboration and empower better outcomes for our customers.
Jennifer Giblin is a user researcher formerly with Premera Blue Cross, and now at ITHAKA in Ann Arbor, MI. Jennifer partners with cross-functional teams to identify and advocate for customer needs throughout all stages of product design and development. Jennifer has a MS in Human Centered Design and Engineering at the University of Washington.