Case Study

Research Program That Changed How We Ship

Overview

My Role

As Lead UX Researcher, I:

  • Designed and operationalized the CURE program
  • Led planning, facilitation, and analysis of research cycles
  • Secured cross-functional alignment across Product, Design, and Engineering
  • Mentored teams on research best practices and ops efficiency

The Challenge

Product decisions were hindered by fragmented, reactive, and limited-scale research. Key gaps included:

  • Infrequent and shallow customer engagement
  • Lack of insight into post-launch user behavior
  • Low trust in qualitative research outcomes

Program Growth

Impact

“User-Centered #Insight Powered”

  1. Strategic Alignment
  2. Research Operations & Scale
  3. Cross-Functional Influence
  4. Insight Impact & Delivery
  5. Culture & Advocacy
  • Informed 175 Product Decisions via Evidence-Driven Insights (2024)
    Operationalized user research as a strategic lever, embedding evidence-based methodologies into AI product development lifecycles. This enabled data-driven decision-making for core functionalities, including automation orchestration, intelligent dashboards, and incident remediation workflows.
  • Steered Roadmap Prioritization with 45 Actionable Strategic Insights
    Delivered high-impact, anticipatory research deliverables that proactively informed both quarterly and annual product planning. Elevated the role of UX research as a critical stakeholder in roadmap governance and portfolio management.
  • Scaled Research Operations 15x Over Two Years
    Architected and institutionalized a scalable research operations (ReOps) framework, increasing research throughput from 5 to 75 sessions annually. Enabled agile, iterative research to support a rapidly diversifying AI product ecosystem.
  • Accelerated Insight-to-Action Pipeline with 130 Implemented Recommendations
    Streamlined research synthesis and knowledge transfer processes, ensuring that actionable insights were rapidly operationalized within product sprint cycles. Established robust feedback loops to maximize research ROI.
  • Championed End-to-End Dashboard Enhancements via Multi-Disciplinary Collaboration
    Orchestrated monthly thematic research initiatives, facilitating cross-functional alignment among design, product management, and engineering. Enabled co-creation of user-centric features grounded in validated user needs and behavioural analytics.
  • Extended Research Impact on Security & Vulnerability Personas
    Partnered with domain-specific product squads to surface latent user pain points in Security and Vulnerability Operations. Drove cross-domain alignment and portfolio expansion through persona-driven insights and opportunity mapping.
  • Operationalized AI and Automation Enhancements via User-Centric Insights
    Delivered a record 32 actionable insights in June, directly informing AI-powered automation and decision intelligence feature prioritization. Ensured continuous alignment between user expectations and product capabilities.
  • Synthesized Cross-Customer Insights for Scalable Product Guidance
    Consolidated and triangulated qualitative and quantitative data from 11 enterprise customers, translating complex, multi-stakeholder feedback into scalable, actionable product recommendations.
  • Achieved 280% Growth in Direct Enterprise Stakeholder Engagement
    Fostered a culture of participatory design and research, significantly increasing direct engagement with enterprise users. Built trust and advocacy, elevating the user voice in strategic product conversations.
  • Embedded Research Across the End-to-End Product Lifecycle
    Institutionalized continuous discovery and validation practices, ensuring research was a persistent, cross-functional partner from ideation through delivery. Reinforced a pervasive user-first mindset at every touchpoint of the product development lifecycle.

Approach

  • Establish a research program embedded across the product lifecycle.
  • Validate AI-driven workflows with real enterprise users to build trust and usability.
  • Strengthen engagement with strategic enterprise accounts through participatory research.
  • Provide actionable insights to influence product quality, relevance, and adoption.
  • Position research as a core driver of business and product decisions.
  • Created a quarterly research sprint model tied to product and GTM planning cycles.
  • Partnered with Sales and Customer Success to recruit 25+ enterprise accounts.
  • Developed reusable research templates, trackers, and documentation standards.
  • Centralized insights via a structured Condence.ai repository for cross-team accessibility.
  • Aligned research activities with roadmap milestones to maximize influence and timing.
  • Conducted 125+ research sessions over 18 months across AIOps, SecOps, and Observability.
  • Delivered monthly insight readouts and synthesis workshops to product leadership.
  • Ran targeted deep dives, including a 12-session AI usability study on Helix VulnOps.
  • Embedded researchers in cross-functional squads to increase agility and alignment.
  • Enabled rapid iteration through continuous discovery loops with key enterprise users.
  • Conducted in-depth user interviews and contextual inquiry with enterprise users.
  • Applied mixed-method research using NVivo and Condence.io for triangulation.
  • Tested AI workflows for explainability, efficiency, and user trust.
  • Used JTBD (Jobs to Be Done) frameworks to translate needs into design direction.
  • Systematized research synthesis through thematic coding and insight mapping.
  • Strong collaboration with Customer Success and Product Ops accelerates research velocity.
  • Standardizing research ops (tooling, templates, processes) drives operational efficiency.
  • Continuous readouts and narrative storytelling ensure executive engagement.
  • User feedback loops directly improve AI usability and adoption.
  • Embedding researchers in squads fosters trust and strategic alignment.
  • Scaled a strategic research program that influenced AI roadmap decisions.
  • Delivered insights that improved usability, user trust, and enterprise satisfaction.
  • Increased research velocity by 40% through operational efficiencies.
  • Strengthened enterprise relationships through participatory research engagements.
  • Embedded a user-first mindset within product development and leadership teams.

Thank You!!

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