Navigating Stakeholder Buy-In for User Research

Meg Pullis Roebling, Head of CX Research, Data & Analytics Solutions at BNY Mellon, talks us through her approach to building relationships with stakeholders, finding people to support her research efforts, and making research visible to the whole organization.

Meg discussed...

• How she convinces relationship managers to get clients involved in research.
• What metrics she uses to make the case for research.
• How to know when research is weaving its way into the fabric of your organization.

Highlights

• [2:48] A few reasons your organization may not believe user research is important (yet). 
• [8:41] How to get through to relationship managers who don't want to give you access to their clients for research sessions.
• [13:52] Be the research changemaker in your organization.
• [17:04] Generate buy-in over time by keeping stakeholders updated on research progress.
• [20:04] Start with evaluative, tactical research to get some quick wins and show the impact of user research.
• [26:46] How to know you're having an impact on the research culture at your organization.
• [30:54] Ultimately, it’s your relationship building skills that will help you get buy-in for research projects.

About our guest

Meg Pullis Roebling is the Head of CX Research, Data & Analytics Solutions at BNY Mellon. There, she has built and democratized the CX Strategy teams’ research and insights framework across the enterprise. Before BNY Mellon, Meg worked on design and research teams at AIG, American Express, AKQA, and Digitas.