Beyond the Report | Matt Thomas (Motability Operations)

In The User Research Strategist podcast, Nikki interviews Matt Thomas from Motability Operations about broadening and socializing research efforts. Matt shares insights on gathering customer feedback from various touchpoints like customer service calls and account manager interactions, emphasizing the importance of leveraging existing relationships and showing the value of research to stakeholders. He also discusses strategies for managing and utilizing internal feedback, such as logging it into a repository and using it to trigger proactive research. The conversation further explores effective ways to socialize research findings beyond traditional reports, including using social media-like formats and creating immersive gallery experiences. Both highlight the need for experimentation and adapting communication methods to drive decision-making and demonstrate the impact of research.