14 Learns from my time as a UX Researcher

14 points that I have learnt from experience on the job

At the time of writing this, I have been a UX researcher for over a year and a half and worked across multiple teams across several businesses. This has allowed me to learn and experience a lot, some of which have been surprising. This article has my top 14 reflections of lessons that I have found most interesting as part of my reflective practise.

1. You can be creative 🎨

Although there are rules and principles which are in place for a reason, you are allowed to be creative. Certain key elements should never be touched such as not using leading/loaded questions, or priming a user while they interactive with a prototype. Beyond the core rules of being a UX Researcher, there is room for creativity. This includes, as an example, using a card sort beyond IA assessment but to bucket prioritises as I wrote about here, or getting your team ready for an how might we ideation workshop by starting it off with a riddle.

We have a collection of tools at our disposal which produce certain results, but its up to us how we use them.

2. Expect the unexpected 😲

While we can and should plan as much as possible when conducting a study, there will always be things we can’t control and therefore situations that arise that are unexpected. Whether its responses we get from an unmoderated survey, or unplanned technical issues during a usability testing, be prepared for the unexpected.

3. It can be both rewarding and frustrating 🎉

When people see a consequence to their action they feel empowered. This is also the case as a UX researcher; where producing recommendations that are actioned and embedded into the product highlights the contribution of your role in the product and beyond. This, however, is not always the case. Particularly in a fast moving team or product, not everything can be actioned, and as a result it can be frustrating to see research recommendations remain dormant. This will always be a challenge as team will need to prioritise based on the available resources.

4. It is a never ending journey of learning 🏫

UX as we know it is still in its infancy. As a result, it is always evolving and there are constant developments in way we work or do things, with one such example being the double diamond model evolving to a triple diamond in some businesses. There is also an endless stream of information available, whether its from well known sources such as a Don’t make me think by Steve Krug[1], reading up on peoples experience here on Medium, venturing into content that is not UX specific but still relevant such as Nudge by Richard Thaler[2] or attending conferences. As a result, I have found myself immersed in a world of UX as I build on the skills I have learnt or experienced.

5. I have become more empathetic in real life 🫶

Look up ‘UX Researcher’ and it won’t be long before you see the word empathy. It really is at the heart of what we do, and without it we would struggle to see things from others perspective. This skill has only grown in me since becoming a UXR, and is a way work has influenced my behaviour beyond the office for good. Being empathetic to those around us is such a valuable trait, particularly where we know the importance of mental health.

6. Stakeholders suffer from their own biases 🤔

Our role as UX Researchers is to remove any subjectivity from the decision making process. To make sure users are at the heart of the design or product, however this can be a challenge based on biases that stakeholder can suffer from. I have seen tunnel vision at work where a product manager is so focused on a particular part of the proposition everything is is irrelevant; or confirmation biases where designers are so sure their design is the right way to create the experience they will only focus on one small aspect of the research. It is also so easy to fall victim to group think, so always be mindful of them to ensure you can challenge it when it happens.

7. The research is only as good as the way its told 💬

Data and research is one of the most valuable commodities to businesses. It is a way to make sure they are not making wasteful decisions by offering objective guidance that should lead to success. It is an investment for the future. However, producing insights is only the first step. The message has to land and this is based on the way it is communicated. If it falls on deaf ears, it is both wasteful and potentially costly.

It is like finding a diamond only to blend it in a jewelry box— you need to show it for all its grandeur to make sure the message hits home. Make is engaging, make it fun.

8. The human mind is wonderfully unique 🧠

When you watch and listen to people day after day, it really opens up your eyes to the fact that everyone has a story, everyone has a perspective and everyone deserves to be heard. We all have different backgrounds that have shaped the way we think, receive and interpret the world we live in which is why it will differ. The way our grey matter is made up is unique to us and that is a wonderful thing.

9. You are your own manager 💼

Ok, so technically your manager is your manager, but put that to one side for the time being. You are the one who is embedded in your team and product, you are the one who knows the details of the roadmap and strategy and you are the one who is conducting the research with an expert understanding of the techniques and methodologies. As a result, provided you are in a team who trusts you; you should have the freedom to manage your work and choose the direction the research goes in based on what you know to be the best way of unlocking insights that will support needs of the team. You are your own manager.

There will be times for you to take the requests of the team, but being a UX researcher is as much about being proactive as it is being reactive.

10. Being yourself allows the participants to be themselves 🙂

The best research is authentic research. The best research is where we can make participants feel like themselves in order to really open up about their experience. Being yourself and removing the barriers of being a researcher and participant brings out the best in people. Participants will be less concerned about the social desirability bias and instead open up to you in the way you would be more likely to to a friend as well.

11. Research is never truly finished

When one door closes another door opens. The same is for research. When you answer one research question, another ones arises from it. It is a continual process of unlocking insights, however this in turn creates information which has unanswered parts to it. Research by its nature is to be curious which means the things you are trying to understand never have an end point. Even when you think you have finished a piece of research, there will also be times that new research revalidates or expands on a previous study, which resurfaces it! You can never stop asking why, so it’s important to understand when enough is enough.

12. Start broad and get narrow

This is particularly important in the field of UX as it is at the heart of the design process as shown with the double diamond approach. Although you may have assumptions or hypothesis you want to test, you should never put them directly in front of the participants. Instead start broad by asking them about their thoughts and experience of a particular subject (starting broad with open ended questions), then gradually get more specific by bringing in close ended questions and presenting them with information.

Another example is if you want feedback on why someone has deleted your app. You have your own assumptions about why which you could list as choices for users to interact with, but to start of with you should be broad by using open ended questions to users to collect the information which you can then use as the answers further down the line.

13. Treat stakeholders like users

As a researcher we are required to understand the needs and goals of the user. From this perspective, stakeholders should be treated in the same way. Why because if we understand the core needs and requirements of the team we are part of, and why they are asking it, we will then be able to deliver on what they have asked. This does mean adapting your research style and methods; from the introductory call, to how the research findings are debriefed, because for some stakeholders a deck is not what they want and need. Needless to say this is not an approach you will take with all stakeholders all the time but is something that I would recommend exploring!

14. Not everyone knows UX

Often in UX you will work along side stakeholders that are outside the world of Product and UX. As a result they will not be aware of design thinking. In these sort of situations its best to fully immerse the stakeholders where possible into your processes and principles. If you are having an ideation workshop get someone from marketing along, if you are having a mapping session bring someone from online trade.

THE PERSON BEHIND THE WORDS

Its always encouraging to see your work recognised, so if you found this article interesting, useful or just a general good read, please do leave a clap or follow. I hope to write more content soon and this will be the best way to find them!

REFERENCES

[1] Krug, Steve (2008)). Don’t Make Me Think, Revisited : a Common Sense Approach to Web Usability. Berkeley, Calif.

[2] Thaler, R. H., & Sunstein, C. R. (2008). Nudge: Improving decisions about health, wealth, and happiness. Yale University Press.