#124 - Defining a Research Strategy with Devin Harold of Capital One

A solid UX research strategy serves as the compass that guides research ops and helps ensure repeatable success. But how do you envision, create, and execute a strategy that helps you achieve your goals in the most effective way possible?

In this episode of Awkward Silences, Devin Harold, Director of Research at Capital One, unpacks how to craft and refine a winning UXR strategy, including tips to help you make team playbooks, win stakeholder buy-in, and inform your strategy with maturity models.

In this episode, we discuss:

• The significance of a robust UX research strategy
• The definition of a good and bad strategy
• Essential components of an effective research plan
• Aligning research with stakeholder needs and expectations
• Metrics and KPIs to evaluate progress and success

Highlights

• [00:01:17] Strategy vs delivery, prioritizing projects and allocating resources
• [00:10:13] The role of flexibility and adaptability
• [00:15:38] Gaining stakeholder buy-in and tying research to organizational objectives
• [00:21:05] Establishing KPIs and metrics to measure progress and success
• [00:33:46] Periodic reviews and updates to maintain relevance and effectiveness

Sources mentioned in the episode:

• userinterviews.com/awkward
• Good Strategy/Bad Strategy by Richard Rumelt
• UXR Maturity Models: Move to a more advanced level in your org by Nikki Anderson of Dovetail
• UX Strategy Components by Nielsen Norman Group
• The Organizational Appetite for Research by Behzod Sirjani

About our guest:

Devin Harold is the Director of UX Research at Capital One, where he leads a team dedicated to improving end-to-end experiences and touchpoints for one of the company’s primary business units. With over eleven years of experience in UX design and research, he has a deep understanding of research methodologies, leadership, strategy, frameworks, and interaction design. Devin’s expertise and leadership have been recognized with multiple awards, including the IDEA Award, Verizon Beyond Award, and Verizon Credo Award.