Sofia Quintero - Customer Insights Blog

Why UX Research Repositories Fail

I will assume you are reading this post because you are either planning to implement a research repository in your company or you’re in the middle of your implementation. Either way, this

Feedback Management

How to use customer feedback across customer success and product

From ensuring your organization is ready to receive and act on customer feedback to creating an effective flow of feedback, here are some of the key takeaways from the event.

The Evolution of UX Research Through One Designer’s Perspective

We explored his personal UX evolution over the past twenty years, and how he has adapted his approach to fit the capabilities, challenges, and opportunities of each new professional environment.

Building the foundations of ResearchOps at Workhuman - An Interview with Julie Pechony Jones, an intrapreneur Product Designer turned Product Researcher.

Recently, we had the opportunity to pick the brain of Julie Pechony Jones, Senior product designer turned Product research team lead at Workhuman. What we learned from our conversation with her, is that

Research Ops 2020: What Your Company should be thinking about

With 2020 coming up fast, I got curious about what UX and research executives were thinking about when it comes to their strategy for the year. I reached out to 25 executives and the results were fascinating.

Meagan McDonald on Research Ops - From Ph.D. candidate to UX Leader

We recently had the pleasure of sitting down with Meagan McDonald, a Senior UX researcher at Handshake. Sofia took us along her journey from Ph.D. candidate to UX leader showing us how

Building the Foundations of Research Ops at Okta.

We recently sat down with Jared Forney, UX Researcher at Okta, to discuss some of the challenges facing his research team as they scale and how embracing Research Ops has provided a path to meet their increased internal demand for research.

Exciting Product Updates

With the holiday season behind us, we wanted to give you a quick round-up of improvements we’ve shipped in the last couple of weeks. Your account is now better than ever! Here’s everything you need to know in case you missed it.

Survey Says, Design Ops and Research Ops Are Two Peas in a Pod

See what Design Ops leaders have to say about the future of their discipline and the rise of Research Operations.

How to build UX Research as a function from the ground up

Megan is the Principal UX Researcher at Trifacta. We recently spoke about her experiences building UX Research as a function from the ground up while sharing plenty of tips for teams looking to scale research.

UX Spotlight: Ashley Greene, Founder and CEO of Instratify

Ashley Greene is the CEO and Founder of Instratify, the user research and customer-driven growth firm for the world’s most innovative companies. She is also a keynote speaker at tech and marketing

ResearchOps Spotlight: Saskia Liebenberg, Senior Program Manager at Deliveroo

We recently had the opportunity to talk with Saskia Liebenberg, who leads ResearchOps at Deliveroo. Deliveroo has shaken up the food delivery industry, allowing users in 14 countries to order meals from their

Feedback Management

Taming the Wild

Depending on the information set, some taxonomies are extremely complex. In fact, the science of taxonomy is a discipline unto itself. But it doesn’t have to be complicated. At its simplest, a taxonomy is just a way of naming and classifying things according to their similarities and differences.

NomNom is now EnjoyHQ

NomNom is now EnjoyHQ Having NomNom as a name was difficult. Are you a food startup? NomNom as in Om nom nom? It was an SEO nightmare. Competing with Cookie Monster was never

ResearchOps Spotlight: Janel Faucher, Senior UX Researcher at Udemy

We recently had the opportunity to sit down with Janel, a senior UX researcher at Udemy. Udemy is one of the largest online learning platforms in the world, and it was fascinating to

ResearchOps Spotlight: Emma Boulton, Design and User Research Consultant

Emma is a design and user research consultant who will be speaking at the upcoming UXinsight conference in Utrecht, The Netherlands. She was kind enough to chat with us about her past experience

ResearchOps Spotlight: Anna Pietrek, User Experience Researcher at Mister Spex

Anna is a User Experience Researcher working in Berlin for Mister Spex. She was kind enough to discuss the unique UX challenges presented by working for an online optician using an omnichannel approach,

Research project

Project 1: Onboarding - Why qualified leads don’t convert?

Learn how to go about identifying why qualified leads may not be converting during their free trial and what to do about it.

Research project

Project 2: Why people churn?

Understanding why people leave your service or product is key to your business growth. Learn how to identify reasons for churn using customer feedback.

Research project

Project 3: Why do people recommend our service/product?

Use customer feedback to identify aha! moments and discover what’s working for your customers. Use these insights to build better engagement loops.

Research project

Project 4: Customer outcomes and onboarding new team members

In this opportunity we will explore a slightly different type of project that can help new team members in your organisation hit the ground running.

ResearchOps Spotlight: Bret Scofield, UX Research Team Lead at Sumo Logic

A few weeks back we had the opportunity to chat with Bret Scofield, UX Research Team Lead at Sumo Logic. Sumo Logic is a cloud-based DevSecOps platform that helps companies build, run, and

ResearchOps Spotlight: James Touhey, Senior User Experience Designer at O'Reilly

O’Reilly was a traditional book publishing company up until recently, when the company began to transition into an online learning platform for Enterprise teams. James is a Senior User Experience Designer who

ResearchOps Spotlight: Beth Devine, User Researcher at Stack Overflow

Five years ago, Beth Devine was enrolled in a PhD program training to become a professor. She didn’t even know User Research existed, let alone that she would find herself working in

ResearchOps Spotlight: Marieke McCloskey, Director of Research and Product Insights at UserTesting

We had the chance to sit down with Marieke, the Director of Research and Product Insights at UserTesting. UserTesting has become a staple in the UX community because their platform helps companies all