Summary
User research helps you engage the people who will use the service you’re building, increasing the likelihood that you’ll create something that truly meets peoples’ needs. But equitable recruitment—ensuring that you’re engaging users from all walks of life—can be difficult to achieve. Traditional user research practices often exclude people like those who don’t have access to the internet or can’t take time off work, but who might most need to access a service. While there is no one-size-fits-all solution for promoting equitable research, we aim to share inclusive and respectful research practices that foster trust with research participants and government stakeholders. Attendees will gain an understanding of Nava's approach to conducting user research, lessons learned, best practices, and how our work contributes to more equitable access to public services for millions of people and vulnerable populations across the country. Participants will hear examples from Nava's research and walk away with concrete practices they can implement in their work.
Key Insights
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Building trust with stakeholders starts in the planning phase by clearly defining research goals and collaborating on the research strategy.
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Equitable recruitment is crucial, necessitating shifts in outreach strategies to include underrepresented communities.
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Transparent documentation and iterative feedback loops help align team and stakeholder objectives throughout the research process.
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Remote research can be effective and inclusive, providing opportunities for diverse participation despite some limitations.
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Continuous evaluation of recruitment practices ensures diverse and representative participant samples across studies.
Notable Quotes
"We work closely with our stakeholders to determine if the research is necessary and who might be involved in the effort."
"Our status as a public benefit Corporation means that our values and impact carry equal weight to our fiduciary responsibilities."
"Our hope is that this session will help you learn a bit about Nava's approach towards research."
"The first area I’ll start with is talking through how we plan for a research project."
"Being able to see how you’re interpreting their priorities and goals and give feedback along the way builds trust."
"Research isn't just about collecting data; it's about creating relationships and understanding real needs."
"This is one example of how we move beyond trust to build internal capacities with our stakeholders."
"We’re constantly thinking about new ways we can reach out to folks within those groups."
"This is an ongoing process. It's never going to be something that we finish and be done."
"We always strive to make research as collaborative as possible."
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