Kelly Krout & JP Carrascal - Lean UX Research at Scale

In recent years, as technology engineering production and release cycles have sped up, user experience (UX) research practices have correspondingly become more Lean to best match those cycles. On top of that, the increasing interest in incorporating user feedback into product development keeps pushing the limit of resources that UX research teams can allocate. Is this seemingly unstoppable appetite for customer insights sustainable? How can UX researchers properly support their product teams’ growing needs? We argue that, to be successful at scaling up Lean UX research, product teams need to become active actors in the process, while researchers need to use their expertise to provide guidance and training as required. As an example of this approach, we describe our experience organizing “Developer Day”, a yearly event aimed at scaling up the Lean UX research practices of Microsoft’s Developer Division. Developer Day has also extended the reach of the division’s UX Research team for impacting decisions about the company’s software developer tools and services.

Transcript

1. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . www captionslive com au | captionslive outlook com | UX A a a UX A a a 2020 - #UXA2020 Da 4 F da , 28 A g 2020 Ca i ed b : Ke ie C ke
2. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 29 a h le a ge f diffe e a . S I h e ca ee ha he e a e i ie f make emic cha ge, h e i ie d ' ha e a big, he ca j a a d he g a d I fi d he GO F da i a eall g d e am le f ha . OK, e alk, a d e'll m e . O e alk ill be Kell a d JP alki g ab lea UX e ea ch a d c d c i g ha a cale. Kell a d JP a e j i i g . Hell . JP CARRASCAL: Hell . KELLY KROUT: Hi. STEVE BATY: JP, he e a e. Tha k b h f j i i g . A d I ill h . KELLY KROUT: OK, e ill ha e c ee . Le me k he ca ee ha . STEVE BATY: Ye . Tha k . KELLY KROUT: Tha k . I ' gh f ll ha la alk, ha a e i i i g, b e'll gi e i a . Hi, e e e, I'm Kell . I'm i h m c lleag e JP. We' e UX e ea che a Mic f . I'm i Sea le a d JP' i Ba cel a. We' e g i g be alki g ab d i g lea UX e ea ch a cale. Thi alk i e eciall f i e e UX e ea che b i ' al al able f UX de ig e , g am ma age , PM , a d e gi ee , a ic la l h e ha k i la ge g , a d face e ce challe ge .
3. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 30 S e k i Mic f ' de el e di i i . We make he Vi al S di d c famil ,.Ne a d A e de el me l . I ece ea , a m f k , ech l g e gi ee a d d c i a d eli e c cle ha e ed a d UX ac ice ha e bec me m e lea be ma ch h e c cle . O f ha , he e' i c ea i g i e e i c a e c me lea i g a d he d c de el me a d i kee hi g he limi f e ce ha UX e ea ch eam ha e. S e a k i hi eemi gl able a e i e f c me i igh ai able a d h ca UX e ea che e l hei eam' g i g eed . Ac he i d e' e all ad ed a a ach, i ' fa e a d m e agile a d I'm e ma f a e familia i h me f he e b k . B h d d lea UX e ea ch a cale? I e i g, e ha e h a d f em l ee , milli f c me , a d a c m le m l i d c em. O UX e ea ch eam ha 20 em l ee . A ca e ec , e f le i lead c me die a d e d hi i cl e a e hi i h de ig e , PM a d e gi ee . B i h he g i g i e e i c me lea i g, a d i ca e a PM UX e ea ch a i f 10 1, he eam face a big e ce challe ge. S a addi i al le ha UX e ea che la i c achi g a d ai i g e ea ch ac ice de ig e , PM a d e gi ee . Thi i cl de ai i g ac i i ie i he f m f k h , ad h c ad ice e ea ch ic , a d g ided me e a a i f la ge di i i - ide e ea ch e e . Thi all he e ea ch eam ac i el i l e he di ci li e i e ea ch, di ib i g a l ad hile ge i g diffe e e ec i e al g he a . I effec , e d lea UX e ea ch a cale h gh e abli g he ide f UX e ea ch eam a d m l i l i g el e .
4. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 31 T ge hi cale, i ' bee a j e a d all f hi a f m he . O CEO, Sa a Nadella ha a i ci le f em a h . He belie e l b em a hi i g i h c me ' eed , blem a d e e ie ce ca e b ild a g ea d c f hem. A d e' e eei g e d all h gh he i d he e c m a ie a e i e i g hea il i d i i g em a h i hei c l e. C m a ie a e l ki g diffe e ia e hem el e em a h a d i g i a a a di c e ha he e big i i . Em a h i e i b i e . I c l al j e , he e i i ci le h he e ha e bee ke he cce ha e' e had i cha gi g c l e. B ild b idge all , e a c mm la g age, e c age lea i g e k i g, b ild leade ha b ild c l e, mee eam he e he a e a d make da a ela able. We' e embedded he e i i ci le i hi c l e hich e call c l e hack , i de hel cale lea UX e ea ch e e e i di i i a d b ild a lea i g-f c ed g. We' e i e a b k ha ell he i m e de ail. A a e am le f hacki g he c l e i h he i i ci le , e'll de c ibe de el e da , a ea l e e aimed a cali g UX lea e ea ch i di i i . De el me da b i g m e ha 250 f em l ee ge he i h m e ha 100 c me hich ca ee a i e f he e. I fea e m e ha 600 lea UX e ea ch e i a i g i e ie , abili e , a ici a de ig a d c ce al e e all d ced i e da , ieldi g a eal h f da a i a h am f ime. We acc m li hed d i g hi h gh i i ci le hich e' e g i g g h gh. T be cce f l a cali g UX lea e ea ch, e ea che eed b ild b idge , all . P d c eam eed be ac i e ac i he ce hile e ea che eed e hei e e i e ide g ida ce
5. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 32 a d ai i g hem. De el e da i ga i ed i a eed e i f ma . Re ea che c ach a d e able e 200 de ig e , PM a d e gi ee c d c he 600 e i . Each c me i a ig ed a able a d a de ig e , PM e gi ee f m he ame d c eam ai ge he c d c e i . He e i hi ic e, he lef i a PM a d he i a de ig e a d he ' e c d c i g a e i i h a c me he b m. Wi hi he ai i g, le a e de ig a ed a i g he e i a d aki g e . Each e i i e 20 mi e a d af e he ime i em l ee ha e fi e mi e m e he e c me able. Thi gi e a cha ce f each ai eak i c me . We eeded a c mm la g age all c mm ica e lea i g a all le el f he g. I addi i ha e eeded limi ed bia e a d emai bjec i e, hich i a diffic l g al d e he cl e i l eme he e diffe e e le ha e i h hei d c . We e a f ame k e de i ed called he h he i g e i f ame k, HPF, a c mm la g age. We' e i e a b k called he c me -d i e la b k ha g e i hi i m e de ail. I de el e da , each de ig e , PM a d e gi ee ai e he HPF f m a e f h he e e d i g hei e i . The he h he e g ide hem defi e hei a ge c me file, he ch ice f me h d l g , a d kee f c ed make he m f he eed e i . A med i h hei h he e a d di c i g ide he ' e able g i hei e i i h a la f ha he ' e i g lea . I di i i , e' e c ea ed a c l e f c i lea i g a d g h. F , i ' ab ha i g all he a e , b ha i g he de i e a k he igh e i . I de el e da , de ig e , PM a d e gi ee f m e able h he e i g he HPF ha he d ' k he a e b he a lea . E e e c me de el e da
6. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 33 ead mee i h, li e , a d lea f m c me . I d i g hi , em l ee ge li e eal life ie , di ec l f m c me , a d face- -face c e a i , d ci g em a h , a d i i i g hem. T b ild he c l e a ha e ele a e leade ha ha e he ai de i e. We ha e de el e f m di i i gi i g a alk a d a ici a e i e i i h c me . We i i e leade f m a d c m a b e e a d g back hei eam a d d hei e i f de el e eam. E e e lea f m c me . We al c ea e i ie f em l ee ha e hei k a d dem a e leade hi i hi he g. We d hi h gh b bag , e ec e ie a d ide a d i gi e a la f m. The m cce f l em l ee i di i i a e h e ha a e able b ild a c mm i f c me a d hem. The bec me ke c me ad ca e a d f e ha e i a d ick i h hei ee . T c l e cha ge e f d i ' ece a e l ha i a e fle ible e gh mee a d c eam' eed ma e he e he a e i hei d c life c cle. Team a e le likel , e' e f d, e gage i a ac i i if i add he e head f a i g e i h e c m le l . S he e e ible e emb ace l al ead i e b d c eam . O e l e e i Mic f O eN e. Each eam ge i eb k , ched le , c me file a d a lace f hem kee hei h he e , di c i g ide a d e . Ma eam ha e bee i g hi l i hei e e da k he i c me ime e f de el e da he ' e ead a d e a ed. Ha i g mbe al e ' m e e le ac i . Y ' e g eak he head a d he hea . We ge e a e ich ie ha hel b i g c me i igh life. Thi ca be acc m li hed i a i a e ich em a h ch a i cl di g h , ide a d e a d i g
7. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 34 ill a i like j e ma , b a d . We d hi he c mm ica i g e l f m de el e da . He e e h a a m e am le ha i cl de a c me , h a d e . We ide g ide h ell he ie f m ha he ' e lea f m he c me he ' e me . Thi im ac ladde h he g e i ac i a d h em a h i a ece a e ge he e. We belie e da a ca lead e e, a a e e a d de a di g, b i ' em a h ha lead ad cac a d ac i . De el e da ha a g im ac d c a e c llec a la ge am f i igh f m hi e da . F i a ce, d i g e i he i al di eam e a e e he lef i i e c me i e d a he i he e ec ed fi d he Vi al S di a . Be ide he e e e e ci e , he eam al i e ie ed c me ab hei beha i . Af e a al i , eam i eg a ed i h he e ea ch i c ea e c fide ce. The e l e e he la e im ac f l i he ede ig f he ge c de c ee a d he e dial g e i Vi al S di 2019 h he igh . De el e da al hel e g he ela i hi i h c me , a ca ee he e. O c me l e he i mee i h he e le h make he d c he e e e da a d alk ab hei eed a d e e ie ce . The feel ha hei ice ha bee hea d. The lea e feeli g e e gi ed a d h ef l ab he f e f d c . I'm g i g la a ide f de el e da , gi e he e e ie ce f ha i ' like be a he e e . (Vide la ) >> We ha e 250 Mic f em l ee he e da c me alk
8. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 35 a d lea ab all he e e ie ce ha ha e. >> We' e ac all b i gi g i g am ma age , f a e de el e ha a e he e de ig i g a d b ildi g he e fea e a d e a hea ha c me ha e a . >> We' e h icall e he c me e ca h hem e a d ha e hem alk h gh i . >> Thi ea i ac all ec d ea d i g de el e da . I ' a eall fa a f ge i g a l f c e a i ha e i g i he h am f ime. >> S f a e i a eam a d i c ea i gl ime ma ke i i d i i g e le a deli e f a e fa e . Y a be able ki d f ha e he e ick i e ac i ha e eal ime. >> Ha i g hi c ec i , he di e i f e le, he di e i f OS eall j make i ea ie f me c mmi Mic f . Pe all i h m ca ee a d e c age m c m a . >> O e f he i e ie ee da a like i ' a e me be face- -face i h he e le maki g he e l beca e i feel like ' e li e i g . >> Thi i a g ea i ell Mic f e ac l ha I eed a d I l e i ha Mic f i bec mi g m e a a e . S I feel like ' e ha i g ld i h me.
9. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 36 >> We k a l f leade f m he di i i c me, b e e a d lea beca e e feel hi ce ca be f he caled m e f he Mic f eam . >> We had a b ch f idea , e did ' hi k all f hem e e g i g ick. We a ed e if he blem e h gh c me ac all had e e blem he had. >> Behi d e e b g he e' a e h i ha i g a blem a d eall ha e hi e make hei f a i g a a . >> A e le i ech l g , me ime e d ' de a d ha he e em i ha e a di ec c ela i i h he k ha he ' e d i g. The em a h a a me hi g ha e mi . If ge h e ai i h e le el f e ci eme he ca eall de a d h ca im e meb d ' k. >> Whe e a e hi i g d c , e k i ' g i g be me hi g ha ' he igh ch ice f c me . I ' a cha ce e k a d i ' al f , . KELLY KROUT: OK. Well, ha k . Y ca each JP a d I alk m e. Y ca al check he e e ce lea m e, hich i cl de a c mi g blica i f hi e alk ha e did. STEVE BATY: Tha k , Kell , JP. Tha d a d l k like i a a de f l e e . Reall g d e. H ma c me did ge h gh i f f ha ? I mi ed ha mbe . I a he mbe f de el e , I did ' ee he mbe f c me ha had h gh?
10. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 37 JP CARRASCAL: I ' a d 100. I ha a ied ac he h ee ea ha e' e d e i . B a d 100. STEVE BATY: Tha ' g ea . Reall , eall g d. Sa ah a k d ha e la d a COVID- afe e i f he da ? JP CARRASCAL: Tha ' a eall g d e i . S e e e g i g C ec i he field c fe e ce hich i he bigge de el e c fe e ce e d e e ea . The c fe e ce had i ch em e a d e c ld ' d de el e da . B e a ed he em e e i f he c fe e ce a ki d f il i g ech i e a d e ha e a b ch f idea i mi d. S if e ea , if i ha e be ha e' e i he ame i a i , e ha e e e al idea h a f m i a em e e i g. STEVE BATY: We ha e a e i . Did he de el e ha e a ch ice ab a ici a i g a d did he c me i h hei e i c me ? KELLY KROUT: We had ecific file ha e e e ec i i g f . Of he 100 c me ha a ici a ed i de el e da , e ac all had alm 1,000 ha ig ed a d a ed a ici a e a d he i h he eam , e had a l f diffe e c i e ia file e e e eeki g i ' m e e d ha e elec ed he igh c me f he igh h he e ha e e e e i g. B ha bei g aid, e had cial e e af e a d he e c me had he cha ce mee i h he e gi ee a d d c eam a d a k a e i he a ed .
11. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 38 STEVE BATY: Tha ' g ea . JP CARRASCAL: Bef e he e e , e ki d f d a l f b ai mi g a d a l f a al i ba ed e i e i i h he e gi ee i g eam a d g am ma ageme eam c me i h he ecific h he e e i g. S e gi ee c ib e ha . STEVE BATY: G d. Ja d a k h did e gage he e f he c m a c ea e a e e like hi ? Wha a he elli g i ? Deali g i h ma ageme h a e el c a e gage i h e ha bee a ec i g blem f me. H did c i ce Mic f le h ld he e e ? KELLY KROUT: We did eed ge b i f m e ec i e leade hi d me hi g a hi cale a d i l e hi ma em l ee . The b i f hem, he al e a fi f all he ' e g i g ge lea i g ha a e g i g g i d c ha e' e i g lea a hi c e ime f m hi i gle da . S ha ' he immedia e be efi . B he he m e im a be efi f l ge e m i ha e' e cha gi g he c l e a d e' e eachi g all he e he di ci li e h lea f m c me a d h d hi g i g f a d. S all he hi g he lea f m hi e da he ake f a d a d a l i hei k i he e i e ea af e ha g i g f a d. STEVE BATY: Tha ' g ea . Kell , JP, ha k f ha alk. The e' a c le f he e i ha ha e bee ed f he Q&A a el ha e d ' ha e ime c e ff bef e he b eak. B if c ld ake a l k a h e a d e'll m e hem e i he cha a el, ha ld be l el . Tha k b h e m ch f j i i g da a d ha i g ha