How Dropbox Scales Its User Research

Dropbox's user research team has grown from 4 members to over 30 today. How can they scale their efforts healthily when the team size is limited? If research is done improperly, more user research often leads to more harm.

The main challenges faced during scaling are:

1. Untrained researchers may ask the wrong questions, misinterpret data, and make incorrect decisions.
2. User research will still occur, regardless of whether there is a research team.
3. What type of user research should be conducted by non-professionals, and what type should be conducted by professionals?

Dropbox's Solutions

1. Provide appropriate tools for unregulated research, such as UserTesting, UserZoom, Lookback, etc.
2. "Real World Wednesdays." Like speed dating, 5 researchers meet with 5 users for 15 minutes each.
3. Offer internal consulting.

How to Provide Internal Consulting?

1. Documentation: logistics, templates, privacy and security, tips and best practices (a wealth of how-tos).
2. One-on-one consulting.

Results

• Professional user research team
  • They have more time and energy to focus on larger strategic projects.
• For the team and product
  • They can conduct more research.
  • They create better products.
  • They are less blocked by the research team.
  • They have greater respect for the research team.
• For users
  • They receive more empathy.

Risks

• Poor research can still lead to incorrect decisions.
• It is difficult to ensure quality.