Transforming Strategic Research Capacity through Democratization
Summary
Key Insights
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Fidelity had up to 15 designers per user researcher, causing major research capacity challenges.
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Research delivery time averaged 14 days, prompting teams to sometimes skip research entirely.
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85% of Fidelity’s research projects were evaluative usability studies, limiting strategic impact.
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Democratizing research by training designers in a single method—remote, unmoderated usability studies—enabled faster and more distributed research.
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The democratization program combined education with tool access and ongoing researcher support to maintain quality.
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Post-democratization, research delivery time dropped from 14 days to 3 days, saving 11 days on average.
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Empowering designers to conduct research allowed researchers to focus on more strategic projects, increasing strategic research from 15% to 56%.
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Guardrails like research buddies, presentation feedback, and repository checkpoints ensured research validity despite democratization.
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Clear communication and a shared vision among researchers, designers, and product managers were critical for buy-in and success.
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Key pitfalls included running pilots during holidays, overcrowded classes, lack of breaks between cohorts, and underestimating human administrative costs for scaling.
Notable Quotes
"We had one researcher for every 10 designers, sometimes even one for every 15."
"It was taking an average of 14 days from intake to delivery for most of our research projects."
"Some teams were going rogue or skipping research altogether."
"Our program changed trains people to create high quality, unbiased user research."
"Remote, unmoderated usability studies give designers feedback in less than a day."
"After this program, we saw a shift from only 15% strategic research to 56%."
"Designers would often say, I didn’t realize research was this hard or what you go through is traumatic."
"Don’t schedule your pilot during the holidays — our first pilot had one graduate because it went through December."
"By limiting our classes to six or seven students, we could give better quality feedback."
"Democratization is not about researchers losing jobs. It’s about increasing learning velocity and impact."
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