57 min

21. Ruth Ellison of Digital Transformation Agency Dollars to Donuts

    • Management

In this episode of Dollars to Donuts I speak with Ruth Ellison, Head of User Research at DTA, the Digital Transformation Agency in Australia. We discuss the challenges of user research – and digital product development – in government, embedding researchers into product teams but maintaining a guild model to connect them, and how research can impact policy.

My role is really more of an enabling function, looking at how do we bring in the right people into the teams? When they’re here, how do we help mentor them? I’m connecting them to other researchers in our communities. Also trying to look at how we lift the conversation around research. Part of my role is about that strategic aspect of research. How do we do it better? How do we help enable the broad decision making of government? – Ruth Ellison

Show Links



* Fundamentals of Interviewing Users (SF)

* Ruth on LinkedIn

* Ruth on Twitter

* Digital Transformation Agency

* DTO becomes DTA

* 18F

* GDS (Government Digital Service)

* Leisa Reichelt

* Leisa Reichelt on Dollars to Donuts (part 1)

* Leisa Reichelt on Dollars to Donuts (part 2)

* Canberra

* Medicare

* TEDxCanberra

* Science and Geek themed jewellery



Follow Dollars to Donuts on Twitter and help other people find the podcast by leaving a review on Apple Podcasts.



Transcript

Steve Portigal: Greetings and thanks for checking out this episode of Dollars to Donuts, the podcast where I talk with people who lead user research in their organization.

Coming up in San Francisco on September 13th, I’m teaching a public workshop – Fundamentals of Interviewing Users. I’ll put the link in the show notes. I bet you know someone in the San Francisco Bay Area who would get value out of this workshop and I would appreciate you recommending it. I also work with organizations directly to help them elevate their user research practices.

Of course, supporting me and my business is the best way for you to support this podcast and help me make more episodes. If you have thoughts about the podcast, reach out to me at DONUTS AT PORTIGAL DOT COM or on Twitter at Dollars To Donuts, that’s d o l l R s T O D o n u t s.

I went to a cafe in my neighborhood. I placed my order and then swiped my card in the payment terminal. They told me “We’ll call you when your order is ready” and I went and sat down. I heard a couple of orders get called, “double cappuccino, soy milk latte” etc. After a few minutes they called me: “Steve!”

I was briefly taken aback. They never asked me for my name, how did they know that order was for me? I realized that my when I paid for my order by credit card, of course they got my name. But this seemed like a new customer service behavior. I was curious so I paid attention the next time I went to Starbucks. They asked me for my name. They do this before payment.

In this episode of Dollars to Donuts I speak with Ruth Ellison, Head of User Research at DTA, the Digital Transformation Agency in Australia. We discuss the challenges of user research – and digital product development – in government, embedding researchers into product teams but maintaining a guild model to connect them, and how research can impact policy.

My role is really more of an enabling function, looking at how do we bring in the right people into the teams? When they’re here, how do we help mentor them? I’m connecting them to other researchers in our communities. Also trying to look at how we lift the conversation around research. Part of my role is about that strategic aspect of research. How do we do it better? How do we help enable the broad decision making of government? – Ruth Ellison

Show Links



* Fundamentals of Interviewing Users (SF)

* Ruth on LinkedIn

* Ruth on Twitter

* Digital Transformation Agency

* DTO becomes DTA

* 18F

* GDS (Government Digital Service)

* Leisa Reichelt

* Leisa Reichelt on Dollars to Donuts (part 1)

* Leisa Reichelt on Dollars to Donuts (part 2)

* Canberra

* Medicare

* TEDxCanberra

* Science and Geek themed jewellery



Follow Dollars to Donuts on Twitter and help other people find the podcast by leaving a review on Apple Podcasts.



Transcript

Steve Portigal: Greetings and thanks for checking out this episode of Dollars to Donuts, the podcast where I talk with people who lead user research in their organization.

Coming up in San Francisco on September 13th, I’m teaching a public workshop – Fundamentals of Interviewing Users. I’ll put the link in the show notes. I bet you know someone in the San Francisco Bay Area who would get value out of this workshop and I would appreciate you recommending it. I also work with organizations directly to help them elevate their user research practices.

Of course, supporting me and my business is the best way for you to support this podcast and help me make more episodes. If you have thoughts about the podcast, reach out to me at DONUTS AT PORTIGAL DOT COM or on Twitter at Dollars To Donuts, that’s d o l l R s T O D o n u t s.

I went to a cafe in my neighborhood. I placed my order and then swiped my card in the payment terminal. They told me “We’ll call you when your order is ready” and I went and sat down. I heard a couple of orders get called, “double cappuccino, soy milk latte” etc. After a few minutes they called me: “Steve!”

I was briefly taken aback. They never asked me for my name, how did they know that order was for me? I realized that my when I paid for my order by credit card, of course they got my name. But this seemed like a new customer service behavior. I was curious so I paid attention the next time I went to Starbucks. They asked me for my name. They do this before payment.

57 min