Impact

Improved decision-making

Easy access to previous research and ability to get customer feedback enabled more efficient product and strategy decisions to be made.

Improved collaboration

Strong relationships formed with teams from core domains.

Customer-centric products

Over 50 Product teams enabled to get early customer feedback in product development process.

Challenge

With the increased demand we identified two core challenges.

Lack of accessibility to valuable previous research and resources.
Teams looking to do research, but struggle with how.

Goals

Enable and educate teams to easily and effectively execute low-cost UX research for instant customer feedback
Improve cross-team collaboration and knowledge-sharing

Approach

Problem identification

We identified the core issues by gathering feedback from teams across the company and auditing previous feedback.

Design Thinking

We approached the challenges through a double diamond framework. I set up milestones, lead weekly check-ins and workshops throughout the process.

Socializing

At the beginning of the project, we invited teams from key domains to become allies. Throughout the process we did brainstorm and validation sessions with teams to ensure solution stayed in line with their needs.

Outputs

User Research Playbook

The main outcome was a User Research Playbook on our internal platform. This playbook stored previous research findings, as well as guidelines for how to go about the research process.

Insights to action

Collaboration & validation

Close collaboration with other researchers and product teams company wide to gather feedback and validate ideas throughout the project.

Jobs to be Done

I held workshops in identifying core jobs to be done aligned with project goals.

Scaling User Experience Research practices at Klarna

The UX Research team experienced a high demand of research request and was struggling to keep up. To remedy the situation, I lead a team of researchers in developing a UXR Playbook to enable high quality research by non-researchers.