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S2 E01 - John Cutler, Senior Director of Product Enablement at Toast

UX Research Rundown

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What's the Difference Between Standardization and Flexibility?

One of the first things to accept is that emergent areas of specialization will create natural tensions between generalists and specialists. There's a battle between specialization and standardization versus flexibility. Decentralization might be more effective on the ground, but standardization might make it easier for the organization to understand what's being proposed. There's a lot of overlap in research, design, and voice of customer teams, causing friction and advantages. These types of things might need to be in one cohesive group that thinks about these patterns.

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