Summary
Organizations are organic, evolving systems with complex relational dynamics and power structures, both within the system and among its people. These systems are being reshaped by shifts in culture and technology, just as the research function and methodologies are. As researchers take on a more powerful, holistic role as knowledge curators, we must rethink how we communicate and navigate these complexities to drive meaningful change. By considering these changed relational dynamics, we will explore how researchers can center themselves to transform insights into received wisdom that has the power to shape and influence organizational systems at scale.
Key Insights
-
•
User research has become overly focused on technology and product design.
-
•
The transactional model confines the perceived value of research roles.
-
•
Understanding customers should be paired with understanding organizational dynamics.
-
•
Researchers should help organizations learn about themselves, fostering a reflexive relationship.
-
•
Systems thinking offers a comprehensive view, recognizing interconnectedness in organizations.
-
•
The 'machine lens' limits organizations by promoting specialization and hierarchical structures.
-
•
The 'tech-optimist lens' prioritizes rapid growth over ethical considerations.
-
•
Researcher roles must pivot from merely testing to facilitating organizational learning.
-
•
Feedback loops between customer insights and organizational strategies enhance learning.
-
•
Researchers as sense makers can significantly influence organizational culture.
Notable Quotes
"User research has become factory-like and limited in scope."
"In the era of perpetual upheaval, the only thing we can control is how quickly we learn and act on that learning."
"Research should help organizations learn about themselves, not just about customers."
"The lens through which we look shapes our perception of reality."
"Organizations need leaders who can see the whole system, not just isolated parts."
"The future belongs to those who can see systems and relationships."
"We need to prioritize learning and adapting, not just efficiency and control."
"Researchers should help make organizations visible to themselves."
"Our superpower as researchers is sensemaking."
"Learning is the new knowing."
More Videos
"Keep being brave."
Brendan JarvisFraming Tomorrow by Questioning Today
June 8, 2022
"The act of visualizing each step of this conflict as it plays out allows us to see what's happening."
Sylvie Abookire Susan Abookire Caitlyn NalderA Civic Designer's Guide to Mindful Conflict Navigation
November 17, 2022
"We're always still learning in this field of Civic design."
Ariel KennanTheme Two Intro
November 17, 2022
"We pay all our speakers an honorarium and give them free access to the conference."
Rachael Dietkus, LCSW Victor Udoewa Jennifer StricklandEverything You Need to Know about the Civic Design 2022 Call for Presentations
May 17, 2022
"For him, design research should be built upon design rigor or design methods."
Yoel SumitroActions and Reflections: Bridging the Skills Gap among Researchers
March 9, 2022
"Middle managers are often seen as pulling in all directions and don't get the credit they deserve until their absence is felt."
Peter MerholzThe Trials and Tribulations of Directors of UX
July 13, 2023
"You need to allow time and capacity for reactive needs that crop up."
Saskia LiebenbergStart Small for Big Impact
May 15, 2019
"The greater part of progress is the desire to progress again."
Matteo GrattonCan Data and Ethics Live Together?
October 1, 2021
"Analyze the group dynamics carefully to sift through noise and find real insights."
Taiye Akin-AkinyosoyeAmplifying voices and enhancing user research through group interviews
March 12, 2025
