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.
Kathryn Brookshier is the design researcher for the mobile application team at Premera Blue Cross, where she helped establish processes for conducting research to support immediate tactical and strategic long-term decisions for the team. Kathryn received her B.S. in Interaction Design from Franklin W. Olin College of Engineering.