Case Study: Charles Schwab aligns and scales research operations with dscout

Charles Schwab aligns ReOps across 5 diary activities with Dscout

Charles Schwab faced the challenge of scaling its Research Operations (ReOps) function to better support its growing team of UX researchers. The ReOps team, led by Amy Rothbaum, needed to identify priorities and build effective systems without costly rework. They partnered with vendor dscout and used its Dscout Diary service to conduct an internal study to explore the working styles and needs of their own UX researchers.

Using dscout's diary study platform, the ReOps team collected contextual feedback from researchers over several weeks. This approach provided a flexible and accessible way to gather honest input, with analysis support from dscout's Special Services team to ensure objectivity. The study enabled the team to identify key priorities and translate best practices into specific goals. As a result, dscout helped Charles Schwab's ReOps function gain a clear north star for where to focus its efforts to best advocate for and support its researchers.

Charles Schwab