Without research operations as a user research team scales, issues around research data and knowledge management, siloed working and lack of joined up recruitment can arise, significantly impacting the team's ability to make an efficient and effective UR impact. This was the problem faced by the Social Security Directorate at the Scottish Government when it scaled rapidly from 5 to over 40 user researchers.

This talk will cover practical actionable examples of how I set up research operations in a large established UR team. From advocating for implementation and securing senior management backing to leading a collaborative change management program and establishing research operations, concluding with the benefits achieved by having a successful impactful ops team.