The Optimal Path
Scaling research through democratization with Reggie Murphy | Zendesk
May 2, 2024
Reggie Murphy, Senior Director and Head of UX Research at Zendesk, dives into the revolutionary journey of scaling UX research. He discusses how research transformed from a support role to a strategic partner by democratizing practices. Reggie highlights the creation of training programs to empower cross-functional teams, ensuring a customer-centric culture. He also emphasizes the impact of effective feedback and communication strategies, sharing insights on mentoring and the significance of unique leadership routines. Tune in for valuable lessons on innovation and collaboration!
40:23
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Quick takeaways
- Zendesk transformed its UX research from a tactical function to a strategic partner by embedding research deeper within product teams.
- Democratizing research through training and streamlined processes empowers cross-functional teams, fostering a more customer-centric culture and informed decision-making.
Deep dives
The Transformation Journey of Research at Zendesk
Organizational transformations are often likened to a caterpillar evolving into a butterfly, emphasizing the importance of an ongoing journey rather than a mere one-time event. At Zendesk, the focus is on creating high-value impacts not just for the organization but for individual customers as well. The strategy involves democratizing work processes and empowering teams to better serve customer needs through robust research practices. The podcast outlines how this transformation was driven by a commitment to understanding customer experiences and informing product strategy.
