Enabling Research at Scale

Overview

Recognizing the imbalance between UX Research and UX Design, ADP initiated a strategic restructuring of its UX Design and UX Content functions.

The initiative aimed to democratize research capabilities across teams, empowering them to generate user insights independently.

By embedding research skills into the broader organization, ADP reinforced a culture of evidence-based decision-making, with a strong focus on validation through scalable approaches such as unmoderated testing.

The context

ADP’s Structure

ADP structure: with ~200 UXD vs ~50 UXR, Researchers cannot currently fulfill all the research needs.

Therefore, there is a necessity to enable designers and content writers to conduct some of their own studies.

These studies should be identified as low risk for the business but still necessary from a design perspective.

ObjectiveS

To support teams throughout the rollout, I introduced a four-pillar framework designed to strengthen both capability and impact.

Pillar 1: KNOWLEDGE — focused on equipping teams with the research skills necessary to generate meaningful insights.

Pillar 2: AUTONOMY — ensured teams could confidently conduct independent research across functions and projects.

Pillar 3: SUPPORT — provided centralized resources and consistent guidance to streamline research efforts

Pillar 4: INFLUENCE — established a continuous, inclusive research program that fostered collaboration and ensured that research had a lasting impact across the organization

Knowledge

Step 1 - Comprehensive documentation

The playbook

Each Participants to the program were handed a Playbook containing the step by step UX research process that have been shown during the workshops.

The Welcome Deck

This deck introduces the program to the participants, the purpose of the program, what they can expect from the program and is expected from them.

The Centralizing Deck

This deck was created to serve as a centralized resource for program participants, bringing all materials together in one place. It includes templates and examples of successful studies, and also functions as a communication channel between participants and myself as the program facilitator.

Step 2 - Templates & processes

Streamlining Research Activities

I created templates for the UX Research Plan, the Read out to simplify the initiation and execution of research. It allowed teams to work more efficiently and effectively.

Enhancing Consistency

Standardized processes ensure uniformity across different projects, leading to reliable and comparable results.

Example: Created templates for screener, usability questions, recruitment email, all available on SharePoint.

Step 3 - workshops

Understanding UX Research

As a first step, I taught the fundamentals of UX research which was essential for guiding teams in effective research practices.

Research Steps

Through a series of workshop, I shared with the teams the different steps of the UX research process. The objective was to ensure a structured approach to gathering data. That was eased by processes already existing that I created some years ago.

Research Methods

During 3 sessions, I taught the different research methods (all of them with an emphasis on usability type of study). I also made sure that stakeholders know when to use which method (keeping it high level quant vs qual). That was also key to empower teams and make sure they conduct best in class research.

Example: I conducted a series of 3 sessions on Which method to use and when

Autonomy

trainings

Hands-On Tool Training

I created and recorded some training sessions on how to use the tools effectively (Maze, User Interview,…), enhancing their skills and confidence.

Collaborative Learning

I organized group sessions and promoted collaborative learning, allowing stakeholders to share insights and improve their research capabilities together.

one on one sessions

I launched and proactively organized one to one sessions to follow up, understand and supports everyone’s pain points

Example: All the learning sessions were recorded and available for any team member

support

One place for all

Educational hub - Sharepoint site

  • Processes: UXR journey, recruitment, incentives, governance

  • Documentation: general knowledge about UXR, glossary, link to the Miro Board workshop sessions

  • Tool training: link to the workshops sessions

  • Recording: video training, interactive video sessions, webinars.

    Example: All the learning sessions were recorded and available for any team member

a multichannel support approach

To ensure high standards in UX Research, I implemented a structured, multi-channel approach.

  • Firstly, every designer participating in the program follows a consistent process whenever conducting a study. This includes connecting with the dedicated UX Researcher aligned to their team to ensure methodological rigor, alignment, and quality oversight.

  • Secondly, every designer in the program has access to a dedicated Teams channel where they can ask questions directly to members of the Research Enablement program.

  • Thirdly, they are also included in both the UXR Ops channel and the broader UXR channel, ensuring visibility, alignment, and ongoing support across the research community.

Importance of Governance

Educating teams on governance and compliance ensures that everyone is aware of their responsibilities in research.

Compliance Regulations

Familiarity with compliance regulations helps researchers align their work with necessary legal and ethical standards.

Administration

Participants needed to familiarize themselves with the UX Research process, which includes creating a UXR story in Jira and setting up a file in their SharePoint space.

Example: Conducted one session about GDPR (European regulation) – Teams also had some mandatory sessions to complete.

Governance Compliance And Administration

influence

Involving Teams and Fostering Relationships

Personalized Support

I offered one-on-one sessions to tailor guidance to meet the individual team member needs, enhancing their productivity and job satisfaction.

Building Relationships

This type of sessions had a big impact on building trust beyond UXR ops. It created a

supportive work environment.

Gathering Feedback

Gathering feedback had a double positive impact. It showed to the team that they are

important and that they are the center of the process. It also allowed me to improve and tailor my sessions.

Outcomes

Satisfaction & Attendance

  • Participants gave the program strong ratings, with 90% reporting they were either Very Satisfied or Satisfied.

  • Workshop attendance steadily increased, peaking during the tools training session, which achieved 100% participation.

Achievements

  • 6 studies were successfully conducted and achieved by 12 participants.

  • Four out of six studies were successfully completed by participants in the program. A study was deemed complete when the participant delivered and shared their readout with relevant stakeholders.

Rewards

  • 12 participants were recognized and awarded during the quarterly meeting.

  • Each recipient received a My Moment to highlight and celebrate their success.