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6 October 2022 / Success Stories


HOW USER INTERVIEWS RESEARCHES RESEARCHERS WITH ENJOYHQ

When Roberta Dombrowski joined User Interviews as the VP of User Research, she
recognized that her job would be a bit … meta. In her role, Roberta conducts
user research about the researchers that use the User Interviews platform to
recruit participants.

With User Interviews, researchers can source participants for their studies in
just a few hours, and complete their research in days — all while targeting
participants based on skills, consumer behavior, product usage and other
qualifications.

Roberta’s job is to collect research about these researchers — a potential gold
mine of insights if captured and leveraged well. Although Roberta was the first
formal user researcher at the company, several departments were already
collecting feedback when she started, and they were using a number of different
platforms and sources.

“We had product managers, content marketers and designers who were already doing
research to inform their pieces,” Roberta shared in a recent conversation. “So I
realized really quickly that part of my role was going to be research
operations. How do I enable and train other people on the team to do research?
Where are all the insights going? Where is all the information?”

Roberta realized the company needed a way to centralize and leverage the
research they already had, streamline the new research process and make insights
more visible to stakeholders.



EMPOWERING INTERNAL RESEARCHERS TO MAKE INFORMED DECISIONS



Roberta wanted the researchers at User Interviews to be able to see the themes
the company had already uncovered as they began planning new research
possibilities.

“Our charter is to help people make better decisions for our customers. So how
would they use a research repository? If you think about the product or UX
workflow, I want people who are planning for next year or doing visioning work
to be able to go to [the repository] first to look at the existing data we
already have in this particular area.”

She also wanted to provide greater visibility for the entire team, so all the
stakeholders could easily access the insights from a wide spectrum of research
projects.


INTEGRATIONS MADE ENJOYHQ STAND OUT FROM THE COMPETITION

With these goals in mind, Roberta began looking for a research repository and
organization solution. The ability to integrate with other tools was one of her
top priorities when she started her search.

“Integrations were huge, and [EnjoyHQ] was one of the only tools that could sync
up with Zapier and Salesforce, and could pull in Zoom videos from calls. [We
know that] there's not going to be ‘one tool to rule them all,’ with all the
teams … because we have product design, product managers and customer success
who are all doing research.”

They needed a solution that could not only pull from a variety of different
sources, but also aggregate large amounts of data so it was palatable and
understandable for stakeholders.

Roberta and the team looked at both Dovetail and EnjoyHQ — but quickly decided
that EnjoyHQ was the right choice based on their goals. She signed up for a free
trial and immediately started creating projects and setting up data sources.


REAPING THE BENEFITS OF ENJOYHQ

Although User Interviews implemented EnjoyHQ in record time — they approached
the process in small, manageable steps.

“We went integration by integration to set up EnjoyHQ. We had a weekly
touch-base with our product leadership team where we would talk about the
milestones and what we worked on for the week.”

Roberta put together a task force that stayed connected through Slack, to help
uncover issues and maintain momentum.

“One of the biggest challenges when it comes to research ops is that we're
building the ship and rowing it at the same time. We did a lot of self-education
through Zoom and EnjoyHQ documentation videos. We also reached out to some
people in the industry to ask about their experiences and how they set up their
repositories.”




ADVANTAGES FOR A WIDE RANGE OF INTERNAL RESEARCHERS



The User Interviews team now have workflows for tagging, pulling insights and
tracking how researchers are using EnjoyHQ.

The product management and product design teams create research projects and set
up folders with specific rules, and EnjoyHQ automatically forwards feedback to
those projects according to the guidelines. When the teams conduct interviews,
they can also add notes and snapshots to categorize and annotate the feedback.

“Our operations team does a lot of support across the organization. They use
EnjoyHQ to look at trends happening on the team. Our customer success team is
really interested in onboarding our customers, so they'll go in there and look
at data too. We also have engineers who look at reports.”

Roberta regularly analyzes insights and publishes reports so the team can stay
up-to-date on the latest customer feedback.

“We've started monthly reports for the team on the trends we're seeing over
time. We'll have themes that we do on a recurring basis so we're providing
visibility. We send out reports over Slack once a month and include a TL;DR that
shows the key points and how people can use them in the business to make better
decisions. Then we see whether people are viewing the reports and whether they
are logging in to retrieve their licenses, etc.”


ROBERTA’S VISION FOR THE FUTURE OF RESEARCH OPS



Roberta has big plans for continued growth for research operations at User
Interviews. When we asked her about her hopes for the future and how she wants
to continue using the EnjoyHQ solutions, she said:

“[EnjoyHQ] is becoming a source of truth for a lot of the data on our team. I
could envision a world where we're using this to aggregate centralized things
like NPS or customer success emails.

“Those are all signals that inform [decisions] and we want to use that data to
shape the product roadmap. I also want to bring in quant or survey data, and
create better home pages for different departments and put stories and important
insights together for those groups.”

--------------------------------------------------------------------------------

If you are interested in learning how other product and research teams use data
make better product decisions click 👉 Here to read more success stories.

SOFIA QUINTERO

Read more posts by this author.

Read More

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— Better Research —


SUCCESS STORIES


 * How Fluke Created Order Out of Fragmentation With EnjoyHQ
 * How CNN UX Researchers built the foundations of a better insights management
   system with EnjoyHQ
 * How to build an effective UX Research Repository with Jared Forney from Okta

See all 12 posts →
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How User Interviews Researches Researchers With EnjoyHQ
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