Research & Tool Enablement

Turning Research Tools into Operational Capabilities

Context

Research tools such as FullStory and UserTesting were available across the organization, but adoption was inconsistent. Many teams were unsure when to use research, how to use the tools effectively, or how insights should feed into product decisions.

Research value existed, but it wasn’t fully operationalized.

Problem

  • Research tools were underutilized or used inconsistently

  • Designers, PMs, and engineers lacked confidence in research workflows

  • Enablement depended on ad-hoc support rather than scalable systems

  • Research insights were not always embedded into product decision-making

Without a structured enablement model, research risked becoming siloed and reactive.

My Role

Design Program Manager / Design Operations Lead (Research Enablement)

I owned the strategy and execution for research enablement—partnering with Research, Design, Product, and Engineering to ensure tools were understood, accessible, and sustainably adopted across teams.

What I Built

Research Enablement Program

I designed an end-to-end enablement program that supported teams from onboarding through ongoing use. The program focused on:

  • Clear entry points for new users

  • Progressive learning for different roles

  • Ongoing reinforcement and support

Training & Education Model

To meet teams where they were, I implemented a flexible training approach that included:

  • Live training sessions

  • Self-serve guides and documentation

  • Office hours for real-time support

This allowed teams to build confidence without creating bottlenecks.

To ensure long-term adoption, I paired training with reinforcement mechanisms:

  • Regular communication and reminders

  • Updates tied to real team workflows

  • Clear guidance on when and why to use each tool

This helped normalize research as part of everyday product work.

Adoption & Reinforcement Strategy

Research Roadmap

I created a capability-focused research roadmap that clarified:

  • Current research maturity

  • Near-term enablement priorities

  • Longer-term investments in research practice and tooling

This elevated research from tactical support to a strategic capability.

Impact

Increased awareness and confidence in research tools

  • More consistent research practices across teams

  • Reduced reliance on one-off support

  • Stronger connection between research insights and product decisions

Research became something teams could plan for and rely on, not just request.

What I’d Do Next

With more time, I would:

  • Integrate research insights more directly into product workflows

  • Expand enablement to additional cross-functional roles

  • Introduce more automated insight surfacing and reporting

Tools & Methods

Research enablement · Program design · Training systems · FullStory · UserTesting · Cross-functional collaboration · Adoption strategy