Rapid Research @ Lyft
Rapid Research @ Lyft
During my time at Lyft, I created and executed the first ever rapid research process at the company. The following is a recounting of my first year.
Background
Rapid Research was created to increase touchpoints with drivers and enable products to be evaluated at multiple points in the product development process.
What was Driver Rapid Research?
Driver RR was a four-week process that aimed to fill gaps that had surfaced on the Driver Research team due to lack of resources. A project was a good fit for RR if it had low to medium complexity with medium to high impact. Complexity and impact of projects was determined by a number of factors decided by the Driver Research team.
Traditional UXR completed the bulk of the research done on the team. RR was brought in to fill in the gaps.
The Driver Research team also had a DIY research program where a UXR would partner with XFNs to help them run lightweight feedback sessions as a last resort if there were no other resources available.
The Rapid Research Effect
Before Rapid Research 😞:
In a year, 30+ projects had to be taken to the DIY process
Project taken to DIY are getting done, but not to Research’s standard
Friction between UXR and XFN partners over resourcing
After Rapid Research 💪:
Rapid Research captures many of the projects that would have been sent to DIY
Streamlined process to receive feedback on products
Increased resources
What Rapid Research Enables:
More iterative designs
De-risking products before shipping
Emergency Asks
Flexing of the UXR muscles
Increased Usability and Concept Testing
Quick Turnarounds
The Rapid Research Process
The Timeline:
Week One: Gather Projects
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Week Two: Prep Materials
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Week Three: Interview Sessions
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Week Four: Synthesis and Debrief
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Week One: Gather Projects 〰️ Week Two: Prep Materials 〰️ Week Three: Interview Sessions 〰️ Week Four: Synthesis and Debrief 〰️
Week One: Gather Projects
Solicit projects from the Driver Team
Week Two: Prep Materials
Prepare to have conversations with drivers
Week Three: User Sessions
Interview Drivers over research topics
Week Four: Synthesis and Debrief
Analyze interviews and prepare insights
Templates
Using templates became integral to streamlining the process for RR. During a round of RR, I would be conversing and updating upwards of 20 XFNs. In order to stay organized, I used multiple templates. Over the months, the templates were iterated upon to ensure they only included pertinent information.
Templates:
Rapid Research Request Form
Rapid Research Plan/Guide
Rapid Research Analysis
Rapid Research Presentation Template
Rapid Research Request Form:
All prospective project teams fill out the form
Communicates:
Key Questions
Stakeholders
When research is needed
Who needs to be talked to
Which decisions will be made as a result of the research
Abbreviated Research Plan:
Serves as the interview guide
Communicates the Objectives, Questions, and Hypothesis that will be explored during the project
Completed by Driver Rapid Researcher
Analysis Template:
Created in FigJam
Focuses on research questions aligned to earlier in the process
Worked on by Driver Rapid Researcher, not shared with XFN partners
RR Presentation Template:
Limited to 3 insights/usability insights
Abbreviated version of the Lyft Research Team’s Presentation Template
Used as documentation and sent out after readout
The Rapid Research Impact
Brandon Souba, Designer
“Rapid research has been an essential tool and partnership that has improved the products we've collaborated on.”
Ben Plaut, Data Science/PM
“Each of those [insight] formats played a different role in how the team absorbed the feedback, and all were useful in revising our product.”
FAQs
In the first year how many hours did Driver RR spend talking to drivers?
88 hours
In the first year, how many projects did Driver Rapid Research complete?
22 projects
Which Driver verticals were worked on during the first year of Driver RR?
Every vertical (Experience, Earnings, Supply Shaping, Growth, and Delivery)
In the first year, how many drivers did Driver RR talk to?
92 Drivers
How many rounds of Driver RR were completed in the first year?
10 rounds
Reflection
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Reflection 〰️
I ran Rapid Research at Lyft for just over a year. Unfortunately, Lyft, like many tech companies, reduced its workforce in November of 2022. My role and the RR process were eliminated. It was disappointing to have the process I had worked so hard to craft cease to exist. From my former coworkers who remained at Lyft after the workforce reduction, I heard about how the process was missed and how products subsequently suffered.
During my time running Driver RR, I learned so much about being an effect research practitioner. Here are some of the lessons I learned:
Research is like Legos
Ask questions that fit upon previous research and insights and make sure the research you are doing allows for others to build upon it.
In rapid iterative research, like the process that I was doing, rely on previous research to ensure you are asking new questions not repeating old ones.
Hit the Target
In product research, there are infinite questions that can be asked. Work with XFNs to understand what the make or break questions are and think about the effects on the product if those questions are not answered.
In sessions, stick to the research questions. You don’t have time to go on a tangent with the participant on a topic unrelated to the projects on the RR docket. Make note of the tangent and communicate it back to the team.
Be Scrappy
Make opportunities for yourself and your research. Research impact doesn’t come from simply completing the research, you must find ways to socialize it and insert it into the conversation.
If you are low on resources, make the most of what you have. If no one has time to help make a prototype, do it yourself. Utilize the intro and outro sections to get high level understandings of your users.
It took time to learn these lessons and I would not have been able to without the support of the larger Driver Research team. I’ve taken these lessons with me since I have left Lyft. My time as a rapid researcher has strengthened my skills and changed my perspective on how to complete rigorous research. I know how to make large impacts swiftly and I understand how to ensure research, and the user’s voice, is at the forefront of the conversation. I am a stronger researcher because of my time doing rapid research.
