User research (UXR) is the backbone of creating successful products. But as research efforts grow, managing logistics, participants, and data can become overwhelming. This is where ResearchOps comes in to lay the groundwork for user-centric product development. Whether you're new to ResearchOps or a seasoned pro, this guide offers insights into building collaborative, efficient, and secure research practices.
Defining ResearchOps
ResearchOps (or ReOps) is a specialized area of design operations focused on optimizing and empowering user research (UXR) efforts. It includes the processes, tools, and strategies that streamline research. By streamlining workflows, ResearchOps frees researchers to focus on what matters most – uncovering user needs.
In order to increase product adoption, customer satisfaction, and revenue growth. From managing tools and resources to streamlining participant recruitment, ResearchOps is the engine that drives impactful user research for business success.
ResearchOps is the people, mechanisms, and strategies that set user research in motion. It provides the roles, tools, and processes needed to support researchers in delivering and scaling the impact of the craft across an organization.
re+ops communitycreated from a series of 20 workshops
Why is Research Ops important?
Effective ResearchOps fosters a collaborative environment where the user's voice is at the heart of every product decision.
Research Ops helps organizations make more informed decisions, improve the user experience of their products or services, and drive business growth by aligning research efforts with strategic objectives.
The aim is to optimize research efforts' efficiency, quality, and impact while enabling better collaboration and knowledge sharing among researchers, facilitating cross-functional teams to access and leverage research findings.
re+ops, the world's biggest Research Ops community, outlined several core reasons why the practice is essential:
Protecting participant privacy
Bias
Ethics
Legal
Making research easier to do (i.e., democratizing research)
Operationalizing respect for the people who participate in our research
Magnifying the impact of our research (knowledge sharing)
The Research Ops Framework
The re+ops community created a framework to define Research Ops, its functions, and its responsibilities within an organization. The initiative used survey data and outcomes from 33 #WhatisResearchOps workshops worldwide to highlight twelve key Research Ops elements.
This framework can enhance your understanding of Research Ops and enable you to structure operational systems and procedures using global best practices.
Knowledge management
Internal communications
Asset management
Tools
Budget management
Research spaces
Participant recruitment
Governance
Event management
Team building and care
Capability & opportunity
Guidelines and templates
Research Operations uncovers tensions, bridges communication gaps, and helps teams be more effective.
Elham AliDesign Researcher at Beeck Center for Social Impact & Innovation
Knowledge management
The DIKW Pyramid — image credit: Ontotext
Knowledge management is a strategic approach of capturing, organizing, and leveraging research insights and information within an organization. It involves creating processes, tools, and systems that enable researchers—and other team members—to effectively store, share, and access knowledge generated through research activities. Empowering collaboration, knowledge sharing, and reuse of research insights across teams and projects. Therefore organizations make informed decisions based on user-centric data.
Some core components of knowledge management include:
Content management systems
Documentation of research findings
Research roadmaps
Centralized data repositories
Sharing—research, tools, findings, etc.
Best practices
Universal research vocabulary
Data gardening—retention schedule & archiving
Internal communications
The internal communications element is directly linked to knowledge management and involves establishing effective channels and processes for communication within the research team and across the organization. It ensures smooth information flow, collaboration, and alignment among researchers, stakeholders, and other teams.
Effective internal communications enable Research Ops to enhance collaboration, reduce duplication of efforts, and promote a shared understanding of research goals and outcomes within the organization.
Some core components of internal communications include:
Reporting—quarterly, customer, etc.
Information architecture
Platforms for socializing research
Asset management
Asset management includes organizing and maintaining a centralized repository of raw and processed data, including research-related assets, such as research reports, participant data, interview recordings, and design artifacts. UXRs must make this data accessible, findable, and useful for team members while adhering to security and permissions.
Some core components of asset management include:
Findable assets
Security & privacy
Centralized storage and distribution
Effective storage for RAW data—i.e., unedited A/V
Managing personal identifiable information
Data gardening—retention schedule & archiving
Permissions
Tools
Tools are the software and platforms that facilitate various research activities, such as participant recruitment, data collection and analysis, collaboration, and knowledge management.
Research Ops tools fall into five primary categories:
Participant recruitment platforms streamline finding, recruiting participants, scheduling, and paying for research studies, ensuring representative and diverse user samples.
Research management platforms help manage and track research projects, participant recruitment, scheduling, and logistics, streamlining the end-to-end research process.
Data collection and analysis tools enable researchers to collect and analyze qualitative and quantitative data, such as surveys, interviews, usability testing, and analytics, providing valuable insights for decision-making.
Collaboration and communication tools facilitate seamless collaboration among researchers, stakeholders, and team members, enabling efficient knowledge sharing, feedback exchange, and project management.
Knowledge management systems assist in organizing, storing, and retrieving research assets, such as reports, insights, and design artifacts, making them easily accessible and reusable across the organization.
Some core components of tooling include:
Help me find the right tools
Tool sets—hardware, software, A/V equipment
Management—permissions, licenses, users, staff onboarding
Procurement
Planning of tools
Ethnio—a user research CRM to solve common UXR pain points
A lot of our customers have struggled managing multiple spreadsheets, Google Forms, and manually scheduling and paying participants. Ethnio helped automate and streamline this entire process.
Kyle RobertsonProduct Specialist at Ethnio
Before Ethnio, many customers:
Managed an Amazon account to send individual incentives—a lot of wasted time and resources
Didn’t do any live/in-the-moment participant recruiting—enter Intercepts
Manually created each calendar event for their sessions, which Ethnio’s Scheduling automates for both Google Calendar and Outlook.
Managed a participant database in a tool like Airtable, which is fine, but doesn’t have the complexity of Ethnio Pool with rules and governance, tracking, and automations.
Budget management
Budget management is the planning, allocating, and tracking financial resources for research activities. It ensures that research projects are executed within budgetary constraints while maximizing the impact and value of the research investments.
Effective Research Ops budget management must consider these five factors:
Budget planning: Research Ops teams collaborate with stakeholders to define the research goals, objectives, and scope to estimate the required resources and associated costs.
Cost estimation: Based on the research requirements, Research Ops teams assess the costs involved in participant recruitment, research tools, technology, travel expenses, incentives, and other research-related expenses.
Budget allocation: Once the budget is determined, Research Ops teams allocate funds to various research projects, ensuring an appropriate distribution of resources based on priorities and strategic objectives.
Expense tracking: Research Ops teams monitor and track expenses throughout research projects, ensuring that spending aligns with the budget. They also identify potential cost overruns or variances and take necessary measures to mitigate them.
Reporting and analysis: Research Ops teams provide regular budget reports to stakeholders, outlining the utilization of funds, highlighting any significant variances, and providing insights into the return on investment from research activities.
Some core components of budget management include:
Tracking operational spend
Synching with broader budgetary processes
Budget approvals
Budget allocations per project
Research spaces
Research spaces are the physical or virtual environments where research activities take place. UXRs must design spaces that foster high-quality research, support seamless collaboration, and enhance the research experience for researchers and participants.
Researchers must consider procedures and protocols for these five essential research space components:
Physical research spaces: are dedicated rooms or facilities equipped with appropriate tools and equipment for conducting in-person research sessions, such as usability tests, interviews, or focus groups. Research Ops teams ensure these spaces are well-designed, comfortable, and equipped with the necessary technology and recording capabilities.
Virtual research spaces: include online platforms, video conferencing tools, and collaboration software that enable researchers to conduct remote studies, engage with participants, and facilitate remote collaboration among research team members.
Lab management: UXRs must manage and maintain physical research spaces, including scheduling, resource allocation, and ensuring the spaces are appropriate for each research session, including coordinating with facilities management, IT/AV support, and other stakeholders to ensure a smooth research environment.
Participant management: coordinate with participants, providing them with necessary instructions, directions, and any required equipment or technology to ensure a seamless research session.
Accessibility and inclusivity: Research Ops teams consider accessibility and inclusivity when designing and managing research spaces. They ensure that spaces and tools are accessible to participants with different abilities and accommodate diverse user needs.
Participant recruitment
Research Ops teams ensure research studies have the right participants, leading to more accurate insights and informed decision-making. They streamline the recruitment process, optimize participant selection, and create a positive experience for participants, enhancing the overall research operations within an organization.
Here are some of the key UXR responsibilities of participant recruitment:
Participant sourcing: Research Ops teams collaborate with researchers and stakeholders to define the target audience for research studies. They employ various methods to source participants, such as intercepts, recruiting from existing user databases, utilizing recruitment agencies, or leveraging online platforms and communities.
Screening and qualification: Research Ops teams must screen participants to determine their suitability for specific research studies. Screening involves assessing participants' demographics, background, experience, or any specific criteria defined for the study.
Consent and incentives: the administrative tasks related to participant recruitment, such as obtaining informed consent from participants, managing confidentiality agreements, and facilitating the provision of incentives or compensation for their time and effort.
Scheduling and logistics: UXRs coordinate with participants, team members, and stakeholders to schedule research sessions, ensuring their availability aligns with the research timeline. They handle logistics, such as sharing session details, preparing participants for the research process, and addressing any questions or concerns they may have.
Participant database management: a participant database captures and stores relevant information about participants, their preferences, and their history of participation. This database helps streamline future recruitment efforts and enables efficient participant management for ongoing research initiatives.
Some core components of participant recruitment include:
Quality for the price
Manage both internal and outsourced recruitment
Engaging with external recruiters
Managing recruitment tools
Incentive management
Scheduling
Need to understand design and research
Managing a secure database of consent forms
Thanking respondents
Developing and maintaining a diverse customer panel
Governance
Governance refers to establishing and implementing frameworks, processes, and policies that ensure research activities are conducted effectively, ethically, and in alignment with organizational objectives.
Clear governance procedures are especially critical for research democratization because they provide non-researchers with the frameworks, guardrails, oversight, tools, and processes to conduct proper research.
Here is a high-level overview of Research Ops governance and what UXRs must consider for effective implementation:
Research standards and guidelines: establish and communicate research standards and guidelines to maintain consistency and quality across research projects, including research methodologies, ethical considerations, data privacy regulations, and reporting requirements.
Compliance and ethics: standards related to research, such as obtaining informed consent from participants, protecting participant privacy and data, and adhering to industry regulations and guidelines.
Documentation and reporting: Ensure findings, insights, and recommendations are adequately recorded and shared with relevant stakeholders. UXRs establish templates and guidelines for research documentation, making it easier for teams to capture and communicate their work effectively.
Stakeholder alignment: UXRs facilitate communication channels, such as regular research meetings or reporting mechanisms, to share research insights, validate findings, and gather feedback.
Process optimization: Identify bottlenecks, streamline workflows, and implement best practices to optimize the research operations and enable researchers to focus on generating valuable insights.
Risk management: Identifying potential biases, ensuring data security and privacy, and implementing safeguards to protect participants and intellectual property.
Event management
London based research team in a UXR workshop. Image credit: Dave Hora.
Researchers are responsible for event management, including planning, coordination, and execution of research-related events, such as user research sessions, workshops, conferences, or training programs. UXRs ensure that sessions and activities run smoothly, participants have a positive experience, and they meet event objectives.
Some core components of event management include:
Arranging distinguished speakers
Off-sites
Social events
Company events
Team meetings
Team building and care
According to re+ops findings, "Research Ops is as much about people and forging relationships and connections as it is about efficiency, support, and data." This framework element celebrates team members, helping to recruit and retain them longer—especially in remote organizations where team members are more likely to feel disconnected.
Some core components of team building and care include:
Celebrations
Birthdays
Pre-approved counseling service
Secondment opportunities
Onboarding new staff
Capability & opportunity
Image credit: re+ops community.
Developing researcher career progression is essential for growing the research team's experience, skill sets, confidence, and opportunities. This personal and team growth enhances their professional development and contributes to the overall success and effectiveness of the research operations within the organization.
Some core components of capability & opportunity include:
Professional development opportunities
Research skills and maturity matrix
Mentoring opportunities
Training opportunities
Book or reading club
Peer review sessions
Sparring sessions
Guidelines and templates
Image credit: Rodrigo Dalcin.
Guidelines and templates help maintain consistency, efficiency, and quality in research activities. They enable researchers—and non-researchers—to focus more on the research rather than reinventing processes or struggling with documentation. These guidelines lead to improved research outcomes and better-informed decision-making within the organization.
Some core components of guidelines and templates include:
Database of methods
Shared templates & methodology = shared understanding
Research briefing and reporting templates
Maintaining the content
Information architecture
Platform for sharing guidelines and templates
Clear guidelines and rules
How-to guides
Recruitment guidelines
Ethics guidelines
Customer contact guidelines
The Eight Pillars of Scaling Research Ops
The re+ops community has also devised the eight pillars of Research Ops. The community-driven initiative created a strategy for scaling research and ResearchOps. This framework can be used as a checklist to identify problem areas, bottlenecks, and inefficiencies and implement effective solutions.
User Experience Research and Design Leader at Meta, Emma Boulton, summarized the eight pillars of Research Ops in a Medium article.
Environment: Why does research happen, and who engages with what I do?
People silos
Education
Value of research
Buy-in
Push back
Internally focused
Stakeholders
Executives
Colleagues
Scope: How and when does research happen? What methods?
Cadence
Sharing insights
Prioritization
Integrating insights
Processes
Methods
Protocols
Research as a team sport—democratization
Recruitment and admin: How do I manage all the project and participant admin?
Incentives
Scheduling
Logistics
Panel management
Paperwork
Timesheets
Participant coordination
Data and knowledge management: What happens to the findings, data, and insights?
Research library
Data silos
Data gardening
Document templates
Knowledge management
People: Who is responsible for carrying out research?
Community of practice
Professional development
Staffing
Mature career paths
Leadership
Org design
Organizational context: What are the internal and external constraints?
Space
Time
Resources
Budget
ROI
Business constraints
Market forces
Org maturity
Governance: What are the legal and ethical considerations?
Risk assessments
GDPR
Legal
Infosec
Consent
Ethics
Tools and infrastructure: What systems and tools do I need for my projects?
Procurement
Software
Hardware
Labs
Systems
Technology
Networks
By implementing a well-defined ResearchOps strategy, organizations can transform user research from isolated activities to a strategic asset that drives innovation and business success.
Elevate Your ResearchOps with Ethnio
When researchers manage every aspect themselves, maintaining top-tier research practices across all stages can be challenging.
Ethnio is your partner in building a robust ResearchOps practice. Let's take your research to the next level.