Iterate always
I update my methods regularly to ensure that I can stay one step ahead of fast-moving design and development teams. Without this focus, the data that I provide would have greatly reduced value.
Team collaboration
I encourage (some would say "strongly persuade") the entire product team to participate in user studies. This can involve going to the office cafeteria to ask employees to complete a task with a device, home visits to understand how customers define image quality, or contextual iterative studies to evaluate software out in the world.
I love customers.
We may not be able to address all of our customers' needs, but customers are never wrong. If we treat them right, they can be our partners in creating amazing experiences.
Moderating is an art form.
The skills needed to keep a research session focused but lightweight, directed but comfortable, and friendly but professional are developed and honed over time. Hiring a researcher with extensive experience in the art of moderation yields results with each project.
Ask. Listen. Ask again.
Whether I am getting to know a new team, working on a tough challenge, or moderating a session, I ask questions, collect information, and then develop a point of view. You won't see me barreling into a room with opinions flying. I believe that a researcher's core skill is listening and asking questions to surface knowledge, whether it is in a team discussion or research session.
Be bold. Be brave.
Life is too short to develop mediocre products, so I specialize in boldly and bravely asking the tough questions and encouraging those around me to join in.
Direct involvement in research.
For qualitative work, I believe that spending time directly with customers is much more valuable than hiring agencies to complete research. Much of the value that I bring is my passion for the customers' voices, and if I hear them and feel them directly, I can direct my passion more quickly and efficiently in all of the follow-up team conversations.