Designing a framework for sustainableUser Research operations in a start-up – acase study

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master_Sigloch_Ellen_2020.pdf (5.77 MB)

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Perustieteiden korkeakoulu | Master's thesis
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Date

2020-08-17

Department

Major/Subject

Human-Computer Interaction and Design

Mcode

SCI3020

Degree programme

Master's Programme in ICT Innovation

Language

en

Pages

92+5

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Abstract

This thesis presents a research approach to design an implementation strategy for a user research operations framework in a fin-tech startup. The design of this framework is motivated by the growing research need at the case company, aiming to promote company-wide user centricity and enabling a data-driven strategy whilest following the fast-paced product development cycles. The case company consists of four country-specific product teams targeting Germany, Italy, France and the US. The product teams are divided into the three stages incubation, launch and acceleration depending on their development stage. All products are developed country- and language specific using English as the company language. The presented framework is challenged to respond to three different development stages and four different product development cycles. Research operations are required to adapt to scarce resources, high uncertainty and fast-paced development cycles while providing results that allow the company to make informed product and business decisions. This thesis presents a five-fold research approach to derive case-specific requirements for the design of such a framework. The derived requirements are aligned with a user research operations framework by researchOps as well as a maturity model by Avore (2016). Resulting in four different implementation phases of operating, democratizing, triangulating and promoting research, this framework follows an iterative design approach and is evaluated and implemented in different phases. The presented work shall be seen as addition to current best practices in the industry and provides an approach on how to translate existing knowledge into an actionable strategy.

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Supervisor

Nieminen, Mika P.

Thesis advisor

Coleman, Rebecca

Keywords

user experience research, user research, user research operations, lean and agile uX

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https://urn.fi/URN:NBN:fi:aalto-202009065316

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[dipl] Perustieteiden korkeakoulu / SCI