Amy Rothbaum is a UX researcher and ReOps manager at Charles Schwab. As the team was growing its team to meet demand, Amy partnered with dscout to conduct an internal project with her fellow UXRs to explore working styles and preferences, and to align the operations function on how best to support those needs. She leveraged dscout Diary to do just that.
Like many growing user research functions, the team at Charles Schwab was thinking about Research Operations (ReOps) and the best ways to support UXRs so they could conduct their work smoothly and efficiently and socialize their findings for stakeholders and key groups. Amy and the team wanted to source contextual feedback before building systems, so as to match need and avoid costly rework.
The Diary study consisted of five smaller activities, spanning basic information about a UXR's practice and approach, their current perceptions of available tools, their upcoming work, and even a drawing activity aimed at uncovering their typical research process. Overall, the study offered the ReOps team a fuller view of their colleagues' habits, preferences, and own starting points—with this, Amy felt confident in the systems her team would build.
Ben is the product evangelist at dscout, where he spreads the “good news” of contextual research, helps customers understand how to get the most from dscout, and impersonates everyone in the office. He has a doctorate in communication studies from Arizona State University, studying “nonverbal courtship signals”, a.k.a. flirting. No, he doesn’t have dating advice for you.