Awkward Silences

Erin is joined by Samira Jain, Serena Hillman, and Jackie Ianni from Microsoft Azure Data to discuss how they built the Swift Research Lab over the past two years. The team shares their systematic five-step approach for creating research programs that result in stakeholder satisfaction while delivering insights every 1.5 weeks.The Azure Data team also break down their method for fostering relationships, building infrastructure and templates, measuring success, and continuously iterating. The discussion reveals how clear branding, stakeholder collaboration, and systematic infrastructure helped them action on high priority research requests while spotting cross cutting insights across Microsoft's product ecosystem.About Our GuestsDr. Serena Hillman is a Principal UX Research Manager in Azure Data at Microsoft. Her work focuses on Human-Data and Human-AI-Data Interaction, leading a team that explores how people engage with data and intelligent systems. She has studied user behavior across domains like video games, e-commerce, edTech, and enterprise cloud tools, and has published 40+ peer-reviewed papers presented at leading conferences and organizations including CHI, CSCW, Grace Hopper, Yahoo!, and Google.Samira Jain is a Senior UX Researcher on the Azure Data UX Team, where she has been for over five years. She leads SWIFT, a cross-team research program, which encompasses several key initiatives. With a foundation in product design, she brings dual fluency to her research practice—understanding why things matter from a user perspective and how they can be shaped from a design perspective. With extensive experience in both non-profit and enterprise research, Samira is dedicated to enhancing experiences for data professionals.Jackie Ianni is a UX Researcher on the Azure Data team at Microsoft, specializing in rapid evaluative and programmatic research. Before joining Microsoft, she worked as a researcher at both an agency and in-house, conducting global financial services research. Jackie is passionate about advancing UX research practice, exploring AI tools, and sparking conversations about the evolving role of research.Highlights05:47 Five Step Program Development Method09:02 Building Stakeholder Relationships15:39 Continuously Improving Research Programs18:37 Cross Product Insights and Breaking Silos23:24 Collaborative Team Success Formula33:58 AI Tools in Heuristic ReviewsResourcesBuilding a UX Research Team from ScratchCreate Long Term Impact with Strong RelationshipsThe Ultimate Guide to UX Research Strategy

Ben sits down with Jake Burghardt from Integrating Research to discuss his new book Stop Wasting Research and how organizations can maximize the product impact of their customer insights. Jake breaks down the critical problem of research waste, where valuable insights from studies get left behind instead of informing future decisions and planning cycles.Jake introduces his framework of three root causes driving research waste: preparation, motivation, and integration. He emphasizes practical solutions like creating insight summaries with stakeholders, building cross-silo research communities, and establishing recurring touchpoints beyond traditional study deliverables. The conversation covers actionable strategies for researchers at all levels, from individual contributors looking to extend their impact to research leaders building organizational initiatives that elevate research as a collective stakeholder voice.Highlights08:15 Defining research waste and value14:48 Identifying research waste in organizations21:36 Breaking down research silos30:21 Creating insight summary statements37:38 Integration and recurring stakeholder touchpoints42:52 Building research initiatives not individual effortsResourcesConducting Better Stakeholder InterviewsThe 2025 State of Research Strategy ReportThe Research ROI & Impact Calculator

Nancy Baum, VP of Qualitative Research at C+R Research, has nearly two decades of experience in understanding customer behavior. She passionately defends the importance of qualitative research amidst the rise of AI tools and big data. Nancy shares how qualitative methods reveal the 'why' and 'how' behind consumer trends. She highlights the need for customization in deliverables to engage stakeholders and advocates for flexibility in research approaches. Deep listening and curiosity are essential skills for meaningful insights, ensuring qualitative research remains vital.

In just ten years, ResearchOps has transformed from an obscure Silicon Valley speciality into a vibrant global profession. Despite economic headwinds, ResearchOps roles are emerging across industries far beyond tech, and the field is evolving at breathtaking speed. But where have we come from, and where are we going?In this five-part audio documentary, we’re exploring the past, present, and future of ResearchOps—and it’s exciting, fascinating, and, at times, pretty mindblowing stuff! Each episode features the voices of Cha Cha Club members, senior research leaders, and the smart minds behind User Interviews.In this fifth and final—”awwww”, we hear you say—episode of ResearchOps 2.0, we’re turning the spotlight on the people of ResearchOps: the curious minds, problem-solvers, and system-builders who’ve made this profession what it is today. We’ll explore who they are, where they’ve come from, and what drives them to transform how organisations learn from their users.If you’re a ResearchOps professional, this episode will make you feel seen and heard. If you’re a leader looking to hire a ResearchOps role, this episode will help you think differently about who might hire. And if you’re looking to transition into a ResearchOps career, this episode will give you a great sense of the skills you need and the incredible profession you’ll become a part of.

Lexi Brights, Director of Research at Workday, emphasizes the evolution of change management in research operations, highlighting the need for adaptability. Kaylee Dankner, Senior Research Operations Manager at LinkedIn, shares insights on reorganizing research initiatives for improved flexibility and forecasting. They discuss prioritizing problems over solutions to maintain focus, the emotional impact of layoffs, and the importance of learning business strategy to anticipate shifts. Together, they explore building resilient systems amidst constant change in a rapidly evolving field.

Join Casey Garland, an AI productivity expert at IBM and advocate for open research platforms, alongside Garrett Zucada from Intuit, as they explore the dynamic evolution of ResearchOps. They discuss the importance of a platform approach, revealing how open collaboration drives innovation. Expect insights on building robust research ecosystems, the shift from isolated methods to integrated strategies, and the balance between centralized tools and tailored solutions. Their forward-thinking perspectives illuminate the future of research operations like never before!

Larry Becker and Gavin Lew from Bold Insight are joined by Katie Johnson, Global Head of Research for Panasonic Well. They discuss innovative prototyping methods for AI, focusing on creating user experiences that genuinely resonate. The trio explores techniques like low-fidelity simulations and human interactions to gauge trust and relationships over time. Katie shares insights on simulating family dynamics with AI, while Gavin stresses the importance of getting AI right from the first interaction to avoid user abandonment. They provide practical frameworks for navigating emerging AI technologies.

Dennis Meng, Co-founder and CPO at User Interviews, and Lexi Brights, Director of Research at Workday, dive into the evolving world of Research Ops shaped by AI. Meng elaborates on how research operations can harness AI agents, while Brights shares insights on utilizing AI to derive meaningful data from open-text survey responses. They discuss the balance between human oversight and AI autonomy, the challenges researchers face, and how continuous learning is essential in this rapidly advancing field. Expect engaging case studies and thought-provoking debates on AI's future role in research.

Lexi Breitz, Director of Research, Data Science, and UX Operations at Workday, shares her insights on the rapid transformation of ResearchOps. She discusses how the field evolved from niche beginnings to a global profession, emphasizing the importance of adapting to shifting roles. Lexi highlights the integration of AI, the need for specialized skills, and the shift towards strategic thinking in research ops. She reflects on personal experiences that underscore the challenges and opportunities professionals face in this dynamic landscape.

Caitria O'Neill, a seasoned UX researcher with experience at Airbnb, Meta, and soon Google, shares her insights on effectively communicating research findings. She dives into the art of crafting impactful reports and emphasizes the necessity of engaging storytelling. Caitria discusses strategies for structuring insights, enhancing presentations with visual storytelling, and the ever-evolving nature of research management. She even incorporates a light-hearted segment on her favorite emojis, showcasing their role in professional communication.