Contributed Articles

How to Scale a Culture of Human Understanding

by ELEANOR BARTOSH and CHRIS HAMMOND, IBM IBM is big. We have around 350,000 employees including 20,000 design and user experience professionals, and only a fraction of them are experienced design researchers. Many of you reading this also work in or with large enterprise organizations and, as you know, at that scale it can be easy to get lost. At times, you might feel your research is undervalued and that you, as a researcher, are marginalized. We've been there, too, so we've identified some strategies that help to both address these issues and grow understanding at scale. Crucially, we believe that the whole cross-functional team, not just the researcher, bares equal responsibility for advancing an understanding of the people the organization serves—more colloquially users, customers, constituents, and communities. At this point, you may be thinking, "But wait...I'm not sure I trust my peers to not ask leading questions. I'm not sure they'll pick the right methods, identify the right participants, or analyze the data without...