Improving UX Research Quality with Cross-Department Collaboration

"You're not alone—collaboration across teams can transform UX research from a solitary struggle into a force for organizational success," says Kasey Canlas, Research Operations Manager at Genesys. In her talk, Kasey shared how breaking silos and leveraging cross-department relationships can elevate research quality and drive impactful results.

In the current fast-paced, resource-strapped environments, UX researchers often find themselves overwhelmed. Teams are small, responsibilities vast, and expectations sky-high. Kasey Canlas, Research Operations Manager at Genesys, understands this struggle intimately. Her talk at UXDX 2024, Improving UX Research Quality with Cross-Department Collaboration, offered a roadmap to not just survive but thrive in such challenging conditions.

The Challenge

"Many times, I hear researchers say, 'I’m the only one on my team,' or 'I have so much to do, I can’t keep up,'" Kasey began. She empathized with the all-too-common scenario of being tasked with endless responsibilities but having limited support. For many researchers, this feeling of isolation leads to inefficiencies, burnout, and research that struggles to gain traction.

But Kasey’s response is both simple and profound: "You’re not alone." Every organization has interconnected teams working towards the same goals. By tapping into the collective knowledge and resources of these teams, researchers can extend their capabilities and influence.

A Cross-Department Framework

At Genesys, Kasey worked within a cross-functional structure that included PMs, developers, UX researchers, designers, and operations teams. While the ratios often skewed heavily—think 50 developers to one researcher—she saw opportunity in the diversity of skills and perspectives.

Key players in this framework included:

• PM Ops and Design Ops: Often the unsung heroes of collaboration, these roles act as connective tissue between departments.
• Developers and Designers: Their technical expertise complements the qualitative insights generated by researchers.
• Stakeholders: From PMs to executives, their buy-in determines the ultimate success of research efforts.

By identifying and engaging these key groups, Kasey demonstrated how researchers could turn potential collaborators into partners.

Tip 1: Quality Over Quantity

One of Kasey’s core principles is that not all research is created equal. "To make research impactful, focus on what matters most," she advised. Instead of overwhelming stakeholders with a deluge of data, Kasey emphasized the importance of clear, concise deliverables:

• Executive Summaries: Three to five key insights that grab attention and set the tone.
• Accessible Presentations: Think visuals, not walls of text.
• Tailored Content: Customize your findings for different audiences, whether developers, PMs, or executives.

Her guiding mantra? "If everything is important, nothing is important." This approach not only increases the likelihood that research will be acted upon but also ensures it resonates with the intended audience.

Tip 2: Leverage a Research Repository

To maximize the reach and longevity of research, Kasey champions the use of shared repositories. "Your research shouldn’t live in a silo," she explained. At Genesys, this means storing reports, decks, prototypes, and even recordings in a centralized, accessible location. The benefits are clear:

• Efficiency: Teams can reference existing insights instead of duplicating efforts.
• Scalability: Findings can be applied across projects and departments.
• Transparency: Anyone in the organization can access and benefit from the research.

Kasey stressed that while the tool itself isn’t as important, ensuring that research is easy to find and contextualized is critical.

Tip 3: Build Bridges with PMs and Devs

PMs and developers are often underutilized allies in the research process. "PMs want to know how efficient their products are, while developers need specificity," Kasey noted. By understanding their priorities and communication styles, researchers can present findings in ways that resonate:

• For PMs: Highlight how research aligns with business goals and user efficiency.
• For Developers: Provide quantitative data and clear requirements to streamline implementation.

Empathy, Kasey reminded the audience, isn’t just for users—it’s for colleagues too.

Tip 4: Keep Research Alive

One of the biggest pitfalls in UX research is letting insights fade into obscurity after a project concludes. Kasey challenged researchers to "follow their findings," checking in with stakeholders to understand how recommendations were implemented and what results they produced.

"Did your research inform key decisions? Did it lead to new projects? If you’re not tracking this, you’re missing the impact of your work," she said. Regular follow-ups ensure research remains relevant and that its value is continually demonstrated.

Tip 5: Find the Right People

Recruitment is often a bottleneck in research, but Kasey offered a solution: leverage existing relationships within the company. Sales teams, customer support, and PMs often have deep connections with users and can provide valuable introductions.

"Your organization is full of people who already interact with customers—tap into them," Kasey advised. By democratizing recruitment and involving colleagues in the process, researchers can secure high-quality participants more efficiently.

Tip 6: Break It Down to Build It Up

Atomic UX research was another concept Kasey championed. "Don’t let findings gather dust," she urged. Instead, break down insights into smaller, reusable components—facts, opportunities, and recommendations—that can inform multiple projects.

This modular approach ensures that research continues to add value long after its initial use, fostering a culture of continuous learning and improvement.

Final Thoughts: Collaboration as a Superpower

Kasey closed her talk with a reminder: collaboration isn’t just a nice-to-have; it’s a necessity. "Research quality improves exponentially when we work together," she said. By embracing cross-department partnerships, simplifying deliverables, and ensuring research is accessible and actionable, UX researchers can drive meaningful change.

Her insights are a call to action for researchers everywhere: leverage the power of your organization, and let collaboration be your catalyst for success.

Want to learn more?

Watch Kasey Canlas’ full talk, Improving UX Research Quality with Cross-Department Collaboration: Link

Download our 2024 Post Show Report for insights from all UXDX talks: Link