Enterprise UX Research Framework Implementation

Establishing Scalable Product Health Evaluation Systems for Salesforce

Project Overview

Led the development and implementation of comprehensive UX research frameworks for evaluating product health across MuleSoft's enterprise integration platform following its acquisition by Salesforce. The initiative focused on creating sustainable, repeatable research processes that could be operationalized across multiple teams and product components.

Strategic Challenge

The organization needed to:

• Establish metrics for ongoing product health assessment

• Standardize UX research methodologies across newly acquired products

• Create scalable evaluation frameworks that could be consistently applied

• Build research capacity within existing product teams

• Integrate research processes with existing development workflows

My Role & Responsibilities

As Project Lead, I:

• Designed and implemented enterprise-wide research frameworks

• Led training and enablement for cross-functional teams

• Managed relationships with product owners and stakeholders

• Orchestrated research activities across multiple product lines

• Facilitated knowledge transfer and process adoption

Framework Development & Implementation

Phase 1: Research System Design

• Developed customized heuristic evaluation methodology

• Created comprehensive research templates and guidelines

• Established standardized metrics for product health evaluation

• Designed reproducible usability testing protocols

• Built documentation systems for research findings

Phase 2: Team Enablement

Implemented a multi-tiered training program covering:

• Heuristic evaluation methodologies

• Usability testing protocols

• Research documentation practices

• Data synthesis techniques

• Findings communication strategies

Phase 3: Process Implementation

• Conducted baseline usability assessments across product lines

• Facilitated collaborative workshops with component teams

• Established feedback loops for continuous improvement

• Created systems for cross-team knowledge sharing

Key Deliverables

1. Research Framework Documentation

• Detailed heuristic evaluation guidelines

• Usability testing protocols

• Templates for research planning and execution

• Documentation standards

• Best practices guides

2. Training Materials

• Workshop curricula

• Hands-on exercise materials

• Reference guides

• Process flow documentation

• Quality assurance checklists

3. Implementation Tools

• Research planning templates

• Data collection instruments

• Analysis frameworks

• Reporting templates

• Collaboration guides

4. Strategic Recommendations

• Short-term optimization opportunities

• Long-term strategic initiatives

• Resource allocation guidelines

• Process improvement roadmap

Impact & Results

Immediate Outcomes

• Established baseline metrics for product health

• Created reusable templates and processes

Long-term Benefits

• Improved product team autonomy in conducting research

• Enhanced consistency in UX evaluation across products

• Accelerated research implementation timelines

• Increased cross-team collaboration

• Standardized quality metrics across product lines

Implementation Success Factors

• Collaborative approach to framework development

• Emphasis on practical, actionable methodologies

• Strong focus on knowledge transfer and team enablement

• Integration with existing Mulesoft development processes

• Regular feedback incorporation from stakeholders

Tools & Methods Used

• Heuristic Evaluation Frameworks

• Usability Testing Protocols

• Workshop Facilitation Techniques

• Documentation Systems

• Training Development Tools

• Collaboration Platforms

Key Learning & Innovation

• Developed novel approaches to scaling research practices

• Created efficient methods for knowledge transfer

• Established sustainable feedback mechanisms

• Built systems for continuous improvement

• Integrated research into existing development workflows