When all your processes are made for large teams and embedded resources, what do you do when the team you've built has been pulled from underneath you? In this session, Kevin will discuss the growth of his team at Glovo and the approach taken post-forced downsizing - a time when research & experimentation are arguably most needed during a time of unchartered territory. Kevin will discuss the growth, the downsizing, lessons learnt and positive hindsight. With a goal of giving you the tools needed to show more empathy and make your UX team a strategic arm of business growth and maturity.

1. Team Downsized
How Do You Move
Forward?
@KevinHawkinsDesign

2. Disclaimers
Let’s make this lighter and inject some humor.
Audience interaction is encouraged.
Feel free to laugh or loudly react.

4. FOCUS ON PEOPLE

5. 91 people at-peak

10. Our vision is to give
everyone easy access to
anything in their city.

12. Org Structure

13. Centralized Hybrid
Federated or
Decentralized

16. Head of UX
PD Mgrs & UXR Mgrs
Staff PD/UXR/Eng
PD
UXR
PM
Eng
Data
PM
Eng
Data
PD
UXR
Content Design & Localization
PM
Eng
Data
Product Director Engineering Director
Mgmt
ICs
Leaders
GPMs
PER CLUSTER

17. Head of UX
PD Mgrs & UXR Mgrs
Staff PD/UXR/Eng
PD
UXR
PM
Eng
Data
PM
Eng
Data
PD
UXR
Content Design & Localization
PM
Eng
Data
Product Director Engineering Director
Mgmt
ICs
Leaders
GPMs
PER CLUSTER

18. Centralizing Research

20. Stores product discovery and
user research insights. Tracks
statuses of initiatives.
User Journey Maps
UX Insight Repository
Provides a detailed picture of the
steps that our users go through
when engaging with products.
Other Resources
Google Drive and Confluence
storage of UXR reports,
workshops, etc.

21. Stores product discovery and
user research insights. Tracks
statuses of initiatives.
User Journey Maps
UX Insight Repository
Provides a detailed picture of the
steps that our users go through
when engaging with products.
Other Resources
Google Drive and Confluence
storage of UXR reports,
workshops, etc.

22. Stores product discovery and
user research insights. Tracks
statuses of initiatives.
User Journey Maps
UX Insight Repository
Provides a detailed picture of the
steps that our users go through
when engaging with products.
Other Resources
Google Drive and Confluence
storage of UXR reports,
workshops, etc.
UXR
Blueprints

23. What is a
UXR Blueprint?
A single tool that provides a complete
picture of a specific part of the
product, the teams involved and their
processes, and how it relates to existing
insights and tools (e.g., CJM).
The mission is to enable stakeholders to
translate UXR insights into actions.

26. How did we get
here?

32. And then…

43. But our focus remained on…

44. Friends

45. Friends with Benefits

46. Families

47. Service Providers

48. International Teams

49. Local Ops & Logistics

50. HQ Leaders

51. Innovative Partners

52. HIPPOs

53. Account
Managers
LiveOps
Agents
RTO
Agents
CRM +
PartnerOps
Product
Managers
Product
Analytics
UX
Sales
Teams
CX + CMI

54. We needed to scale up…

55. Empathy-Building

56. Self-Service Research

57. Research Operations

58. We needed to scale down…

59. Siloes

60. Redundancy

61. So what?

62. Re-evolution of the MVP
Streamlining of PIDs and RFCs

63. New ReOps Tooling

64. New ReOps Tooling
+ Compen$ation

65. Self-Service Tool for democratizing basic research

66. Localization Quality Testing
Though we operate in 25 countries, we will focus on 5 key
markets (IT, ES, PT, PL, RO) for user research recruitment and
on-site visits and Product Trips.

67. Playbooks and Trainings

68. Direct User Interactions
We can learn more about product opportunities directly by
talking to and observing Customers, Partners, & Couriers:
● Early tester communities
● Inviting focus groups to our offices for feedback & research
● On-site Partner visits & dogfooding partner products
● Courier Days and GlovoCares

69. Shadowing Internal Users
We can learn more about key pain points directly by talking to
and observing internal users. We should also step into their
shoes from time to time.
● Partner AMs - Churn reasons & complaints about product
● Sales - Complaints/desires of prospects & churned partners
● LiveOps Agents - Issue reasons & resolution details
● RTO Agents - Logistics and Courier issues

70. Scoring of us & all competitor apps every 4 months
1. Search bar
9. Courier delivers
the order
5. Partner received
the order
2. Product
Selection
3. Confirmation
& Payment
4. Order
Confirmed
6. Partner prepares
the order
7. Courier goes
to Partner and
pick-up the
order
8. Courier goes to
delivery point
#.# #.# #.# #.# #.# #.# #.# #.#
#.# #.#

71. Scoring of us & all competitor apps every 4 months

73. With the QXscore we can also drill down
to deeper insight, including:
With the QXscore we can also drill down
to deeper insight, including:
● Highest NPS score
● Highest task success on 3 out of 4 tasks
● Highest ease of use ratings across all tasks
● The fewest number of problems &
frustrations
● Highest NPS score
● Highest task success on 3 out of 4 tasks
● Highest ease of use ratings across all tasks
● The fewest number of problems &
frustrations

74. Launching advisory boards

75. Prioritization Framework
Lead
UX Researchers
(PM/Design optional incognito)
Type of projects
Foundational research, complex
research questions, or high-priority
problem validation.
UXR role
We drive project management,
execution and completion of most
tasks. We can ask for support from
Product and Design.
Gold Silver Bronze
Lead
PMs+Designers
Type of projects
Medium to low-priority problem
validation or high-complexity solution
validation.
UXR role
While Product and Design drive
project management and execution
of most tasks, we take specific tasks
and advice on the rest.
Lead
PMs+Designers
Type of projects
Medium to low-complexity problem
and solution validation.
UXR role
While Product and Design drive
project management and
execution of most tasks, we are only
consulted on specific aspects of the
study.

76. Team Comms & Ceremonies
Bi-weekly
(+UXR Manager)
General feedback, career
development
Project based - weekly
recommended
(Lead+IC)
Status, blockers, feedback and
next steps
1:1s
Bi-weekly
(all UXRs)
Sharing learnings, asking for
feedback, team activities
Team Meetings
Weekly updates
(all PMs)
Through email: status about
the projects and highlights of
the week
UXR Open Presentations
(all Stakeholders)
Meeting to go through the
findings and their relationship
with other insights. Next steps
and roadmap sharing
Knowledge
Sharing

77. Rebuilt Dashboards to include UX KPIs

78. Thanks!

79. Q&A
@KevinHawkinsDC or @KevinHawkinsDesign
Join at slido.com #2169568