Knowledge Management: Increasing Insight Value for a UX Team

UX research is valuable. However, the artifacts, analysis and insights that shape innovation are sometimes lost after a project is completed. This can lead to redundant research or under-utilized reports, which is costly. Repositories and formalized structures for data are therefore important, but the return on investment is sometimes hard to see and hard to sell. My project focused on a small UX research department at an Austin agency. Joining a team that was learning and using a complex UX research method (called Jobs-to-be-done), I used participant observation, journey and ecosystem mapping plus stakeholder interviews to find pain points, learning obstacles and opportunities in their data organization process. Then, referencing theories like the Diffusion of Innovation, I considered the benefits of certain changes and the risks of inaction. Creating a final questionnaire for the team, I had them score pain points based on their role and was able to provide prioritized recommendations for next steps with this data.