At LYTT, the UX research team was growing fast, but with that growth came complexity. Researchers were spending more time chasing files, organising studies, and formatting reports than actually conducting research. Valuable insights were scattered across tools, and design or engineering teams often missed key findings because there was no single place to find them. The result? Great research, but limited impact.
Researchers needed a simpler, smarter way to work, and the company needed a consistent process that linked insights directly to design and development.
The key problems were:
To address this, I had to establish a repeatable and scalable research operation, from process design to tool setup, and ensure its adoption across teams.
Create a repeatable and scalable research operation, from process design to tool setup, and ensure its adoption across teams.
My mission was to change that. As the lead designer overseeing UX operations, I set out to transform LYTT’s fragmented research process into a streamlined, centralised, and scalable system, one that empowered researchers to focus on insight generation while making their findings visible, actionable, and connected to real product decisions.
I started by interviewing LYTT’s researchers and observing how they planned, ran, and shared studies. The findings were clear: too much time was wasted on setup and reporting, and too little on actual analysis and storytelling. Insights that could have influenced key product decisions were often buried in folders, lost in emails, or trapped inside siloed tools.
I mapped the entire research lifecycle, from planning to sharing, and designed a repeatable workflow to simplify every step. This included:
This meant every study now followed a clear, predictable path, improving both speed and consistency.
Next, I built a centralised “Insights Hub” in Dovetail, a living library of all research artefacts. Here, researchers could store recordings, transcripts, highlight reels, and tagged insights linked to personas and product areas. For product managers and engineers, the Hub became a single source of truth, a place to see what users said, what was learned, and what actions were taken.
To bridge the gap between research, design, and engineering, I introduced new rituals:
This made UX research an active part of decision-making, not an afterthought.
Finally, I formalised everything into a five-pillar UX Ops model:
This initiative completely changed how UX research operated at LYTT.
I designed and implemented LYTT’s first end-to-end UX Research Ops framework, bringing structure, visibility, and speed to how research was planned, shared, and acted upon.
My work transformed LYTT’s UX research from scattered and reactive to a unified, data-driven engine of insight, giving teams the clarity and confidence to design smarter, faster, and with purpose.