Kendall leads the UX Research team for the Rider Experience at Uber, where she and her team work to uncover how to deliver consistently great experiences for riders around the world. Previously, she worked at SAP Concur, conducting research on enterprise business software for spend management. Prior to entering the UX Research field, Kendall worked in both design and product management before making the transition into UX Research. Kendall graduated with her BS in Human Centered Design & Engineering from the University of Washington in 2016.
As researchers, we're often asked to consider the impact of our work. When you think about impact, what comes to mind? Maybe you’re thinking about looking at how click-through-rate or conversion improved after a product launch, or measuring the sentiment of our customers to see if they’re happy with a product. You may even measure impact based on the number of projects you’ve worked on or features that have shipped. But what about all the intangible ways to measure impact — all the times that research impact might have felt more invisible, but you’re certain that it was there?
In this talk I’ll share on how to identify, measure, and improve the intangible impact that research has on your team. You will learn techniques on how to:
- build authentic relationships with your team;
- educate team members on the role/value of research; and
- ensure that your research can live on beyond the report
The need for organizations to make more user-centered decisions, means that research is less mission critical than making sure company-wide insights are gathered. Our panelists will discuss what productive, responsible, and effective research democratization looks like today including how:
- Cross-functional teams can apply research
- Researchers can facilitate insights between users, product and marketing teams to be more effective
- Undemocratising research, is the time vs value delivered worth it to the organization?
Participatory Design, or co-designing, is difficult at the best of times, but having to adapt this methodology to a remote setting has resulted in unique challenges. So how did the team in Uber successfully execute it?
In this session, Kendall will talk through the challenges and lessons learned when executing remote participatory design for the redesign of the home page on the Uber app. She will touch on:
- Why participatory design (pros/cons);
- What tools and processes were used to adapt to a remote setting; and
- How introducing a new methodology changed the dynamics of the team