On inclusive research: Creating spaces to hear both quiet and bold voices through the ecosystem
Julia Choi, a researcher who seeks to support sustainable healthcare, aspires to ensure each person is valued, and to effectively share that people are greater than data (people > data). Regardless of the specific field you work in, leaders can benefit from adopting Julia's approach to actively seek out and learn from the perspectives and insights of individuals who may not always have their voices heard or acknowledged.
While the search for buried treasure or a dedicated archaeological pursuit is what we might more likely read or hear about, rather than directly experience, there are parallels with the research process. In user research, there’s discoveries waiting to be dusted off – this often requires some patience and planning, before digging.
How might we begin? Rather than inadvertently looting or pillaging a sacred space steeped with value and history, we begin with respect, establish safe boundaries, and establish trust.
How might we gather artifacts? In user research, there are insights to be gleaned from gently gathered and preserved that may be fragile fragments. As with ancient pottery, the fragments we find from one source might need to be archived and later reconciled with others to understand the fuller picture of reality. While some insights might be boldly obvious at the surface, while digging through the layers, there’s maybe a subterranean village of insights (or ecosystem of perspectives). Rather than assuming the context is fully known, preserving each artifact while retaining openness (i.e., not leaping to conclusions until there’s enough to draw from) is critical for retaining the integrity of the data. It’s possible that applying the wrong technique may obscure or damage the artifacts.
Just as artifacts about everyday life (e.g., aside from royalty, or those buried in pyramids) thousands of years ago can provide deep historical context about society, consider gathering insights from those who consider others' needs before their own. This includes listening to those in adjacent services, as they are a braintrust of perceiving and understanding pain points.
As a starting point for your research, ask:
Who might be an observer representing unheard perspective(s) missing from the table? Hearing them may be well-worth a modest investment of time.
Who specializes in resolving pain points? For example, a remote service representative has a perspective that differs from a field technician.
What might be a way to ensure a diverse spectrum of perspectives is represented?
Create a safe space with confidentiality, maintaining openness to learn from listening. Remember it’s not a courtroom, and none should feel judgment.
For the timid, create a small group discussion, apart from the bold.
Collaborate with those who are familiar and in closer proximity to learn about the range of differences. For example, with hospitals/clinics there may be cultural, demographic, regional, and regulatory differences.
Actively listen for what impressions and attitudes may exist, especially for areas of confusion and misunderstanding.
Example: During a field study, it was enlightening to learn that a member of the cleaning staff was attuned to the schedule at the hospital department, where colleagues were and when. She even offered to guide me to where the director of a clinical program was, and later volunteered to help me return my scrubs. Though often overlooked, there are deep truths and insights harbored by those who might seem to have the least influence in the ecosystem. A takeaway was that the culture in her organization reinforced each person’s felt value, with a shared vision of purpose.
While it’s impossible to meet or listen to all, inclusive listening includes proactively seeking to hear from those representing a cross-section of the ecosystem. Expect to be surprised and inspired. By creating safe spaces for others, not only are you improving the quality of the work – this may multiply the influence of your research and create a more lasting impact. Enjoy the adventure with those who you are able to meet and learn from!