Reporting Without Control | Steve Jenks (MeasuringU)
The User Research Strategist: UXR | Impact | Career
Navigating Client Expectations in Research
This chapter explores the difficulties researchers encounter when clients have fixed ideas about their research needs. It underscores the necessity of guiding clients toward better methodologies while managing budgetary and resource limitations, emphasizing trust and expertise in achieving successful research outcomes.
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Steve is a UX researcher at MeasuringU, a full-service research agency in Denver, Colorado in the United States, and a research faculty member at the University of Denver. He has a Ph.D. in higher education with a focus on research methods and statistics, and transitioned into UX research after working in education policy and technology for over a decade. He loves the challenge of helping organizations make data-informed decisions to improve their products and services, and hopes to one day specialize in training and mentoring newer researchers in the field.
Outside of work, he loves puzzles, IKEA, miniatures, volunteering, and is currently his local Disney Lorcana champion.
In our conversation, we discuss:
* What it’s like to run user research for products you don’t work on directly and can’t influence day-to-day.
* The core differences between in-house and agency UX research and how to adapt your mindset.
* How to tactfully redirect clients when they ask for the wrong method or too much scope.
* Tips for managing clients and stakeholders you may never meet until the final presentation.
* Why agency work can sharpen your skills in stakeholder engagement, methodology flexibility, and research storytelling.
Some takeaways:
* Influence doesn’t require ownership. Even when you’re not embedded in a product team, you can shape critical decisions by understanding the business need, offering the right methodology, and asking questions internal teams may overlook. Steve shows how an external researcher can become a trusted advisor by bringing fresh eyes and rigorous thinking.
* Great research starts with pre-work, even under pressure. Agency research often comes with tight timelines, but skipping discovery is a mistake. Steve emphasizes getting a crash course in the product, team dynamics, and prior context before diving in. Understanding what success looks like and who the findings are for helps shape more actionable research.
* Pushback is part of the job and it’s a good thing. Clients may ask for the wrong method or an excessive scope. Steve walks through how his team uses clear business reasoning, previous case studies, and budget realities to shift direction without creating friction. Being honest builds long-term trust and often leads to repeat work.
* The final report isn’t just a deck, it’s a performance. You may only meet key stakeholders at the end, so make it count. Tailor insights to the audience (quant vs qual, detail vs big picture), practice storytelling, and have clear next steps ready. When done well, these sessions often spark follow-up projects or deeper buy-in from leadership.
* Agency work builds layered skills fast. Steve loves the diversity of agency life: switching between domains, juggling multiple clients, and mentoring less experienced teams. It sharpens your ability to pivot between strategic and tactical work, advocate for better research, and influence teams from the outside even with limited face time.
Where to find Steve:
* Website
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Interested in sponsoring or advertising on this podcast? I’m always looking to partner with brands and businesses that align with my audience. Book a call or email me at nikki@userresearchacademy.com to learn more about sponsorship opportunities!
The views and opinions expressed by the guests on this podcast are their own and do not necessarily reflect the views, positions, or policies of the host, the podcast, or any affiliated organizations or sponsors.
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