How UXRs fail the business, each other, and their users
In a recent interview, I spoke with another UX researcher who shared their frustrations about struggling to make an impact within their product department. Despite having a supportive PM, they felt they were limited to conducting usability studies and unable to engage in more impactful work. This conversation highlighted common issues many UX researchers face and how the way we model our issues prevents us from solving them.
While UX researchers often tackle specific challenges like misaligned goals, poor communication, and fragmented insights, these efforts alone aren't driving the meaningful change we need in our field. Instead of spot-treating these issues, we should take active ownership and work towards significant improvements by turning right-now obstacles into future opportunities. This entry explores these challenges and sets the stage for a more integrated and strategic approach to UX research that I will continue to build on in future discussions.
So, we all agree these are worthy pursuits (and they are). We write A LOT about strategic goals, storytelling, visuals, manual synthesis, implementing guidelines, collaboration, and scope. These things are important, but they are not systemic solutions.
Let’s step up the scope of this discourse.
How UXRs fail the business, each other, and their users…
Failing the Business
Lack of Ownership: Treating usability studies etc. as limitations rather than opportunities diminishes the impact of UX research.
The next solution horizon for the researcher/ Take ownership and view research as a scalable product. Even when conducting usability studies, seek broader insights and patterns. Reflect on what you see and how it connects to previous findings. Being in the room with users is powerful, as it consistently ties back to their needs and experiences. Remember, you don't need permission to notice.
The next solution horizon for the discipline/ Foster a culture where all types of research are valued as integral to the strategic narrative. Encourage researchers to see each study as a genre contributing to the overall story. Promote the integration of findings into strategic initiatives, driving product vision and long-term growth. Emphasize that researchers should take ownership of their work and its impact on the business.
Inadequate Application: Failing to incorporate your understanding of the business, product, and stakeholders into your research.
The next solution horizon for the researcher/ Utilize your comprehensive knowledge of the business landscape, product vision, and stakeholder needs when generating research insights. This involves more than just presenting findings; it requires you to be an integral part of the product development process. Embed your insights within the context of the company’s goals and the product’s roadmap.
The next solution horizon for the discipline/ Encourage a culture where UX research is seen as a strategic partner in product development. Advocate for the integration of research insights at every stage of the product lifecycle. Ensure that the value of UX research is recognized and leveraged to drive strategic, actionable decisions that benefit both users and the business. Promote the idea that researchers are not just observers but active influencers in the product's direction and success.
Failing Each Other
Intellectual Waste: Underutilizing the diverse skills and insights of UX researchers leads to missed opportunities and stagnant growth.
The next solution horizon for the researcher/ Actively seek opportunities to apply your full range of skills and knowledge. Share your insights proactively and look for cross-functional projects where your expertise can add value.
The next solution horizon for the discipline/ Promote a culture that values and leverages the diverse skills of UX researchers. Encourage collaboration across departments and create platforms for researchers to share their insights and contributions. Recognize and reward intellectual contributions to prevent talent from being wasted.
Scarcity Mindset: Treating insights as personal property and believing opportunities are limited stifles collaboration and innovation.
The next solution horizon for the researcher/ Recognize that data and insights are collective resources. Focus on generating valuable recommendations rather than merely collecting data. Share your findings openly and collaborate with others to develop actionable strategies. Adopt an abundance mindset, actively seeking and creating opportunities for collaboration.
The next solution horizon for the discipline/ Foster a culture of abundance where insights are seen as shared assets and resources are viewed as plentiful. Encourage a team-oriented approach where success is seen as a collective achievement. Promote open communication, resource-sharing, and collaboration to break down silos and drive innovation.
Failing the Users
Fragmented Insights: Failing to connect current research with past findings leads to incomplete solutions and a disjointed understanding of user needs.
The next solution horizon for the researcher/ Develop a habit of revisiting and integrating previous research with current studies. Build a comprehensive understanding of user behavior by connecting past insights with new data. Maintain thorough documentation and reference past findings to provide continuity and depth to your research.
The next solution horizon for the discipline/ Encourage a long-term knowledge retention and integration culture. Implement systems for storing and accessing past research findings. Ensure that ongoing projects build upon previous work, fostering a cohesive and comprehensive approach to understanding user needs and behaviors.
Double Bind: UX researchers are often caught between conflicting demands from users and business goals, leading to paralysis or compromised solutions.
The next solution horizon for the researcher/ Recognize that conflicting demands can coexist and may not necessarily be in opposition. Identify the common ground between user needs and business goals to find the wedge issue. Understand where they agree and where they diverge. Consider whether this divergence represents an obstacle or an opportunity. Develop strategies that integrate user needs with business goals, creating solutions that serve both effectively. Sometimes, the obstacle itself can become the path to innovation.
The next solution horizon for the discipline/ Foster an environment where these seemingly conflicting demands can be addressed holistically. Encourage a mindset that sees user needs and business goals as part of the same ecosystem. Provide frameworks and support for developing integrated solutions that benefit all stakeholders. Promote collaborative approaches to resolve these double binds by finding common ground and creating win-win scenarios.
Conclusion
As UX researchers, we often find ourselves facing significant challenges that impede our ability to make meaningful impacts within our organizations. These challenges are not just minor obstacles; they are systemic issues that require a fundamental shift in how we approach our work. From lacking ownership and failing to integrate our comprehensive understanding of the business to underutilizing our diverse skills and fostering scarcity mindsets, these issues hinder our potential to drive real change.
By acknowledging and addressing these failures, we can transform our approach to UX research. It begins with taking ownership and viewing our work as scalable and impactful, regardless of the type of study we conduct. It involves integrating our insights with a deep understanding of the business landscape and advocating for the strategic value of our research throughout the product lifecycle.
Moreover, fostering a culture that values and leverages our diverse skills, encourages collaboration, and promotes an abundance mindset is crucial. Recognizing data and insights as collective resources will drive innovation and prevent intellectual waste. Additionally, connecting current research with past findings ensures a comprehensive understanding of user needs and behaviors.
Lastly, navigating the double bind of conflicting demands from users and business goals requires a holistic approach. By identifying common ground and turning perceived obstacles into opportunities, we can create solutions that serve both effectively.
The journey to overcoming these challenges is ongoing. It requires continuous effort, collaboration, and a strategic mindset. By addressing these systemic issues head-on, we can elevate the impact of UX research, foster better collaboration, and ultimately create more successful and user-friendly products. Let’s step up the scope of our discourse, embrace these challenges, and transform them into opportunities for growth and innovation in the field of UX research.
Thanks,
Holli
PS/ In the coming weeks, I will discuss more mid-horizon systemic changes to advance the UX research community and explore what the next horizon looks like with articles on synthetic users, LLM syntheses, and beyond.