How to Use UX Research to Delight Your Users (with Laura Klein, Steve Portigal, and Thomas Stokes)
Feb 11, 2025
auto_awesome
Join seasoned UX experts Laura Klein, Steve Portigal, and Thomas Stokes as they delve into the intricacies of user research. They discuss the stark differences between good and great UX research, emphasizing the value of thoughtful synthesis over simple feedback. The conversation includes fun personal anecdotes and unique insights into how to align user experiences with business goals. Listeners will also learn about the importance of effective tools and strategies in navigating the challenges of user research.
Organizations with dedicated user research teams significantly enhance their ability to understand user needs and inform design decisions.
Bridging user insights with unique selling propositions requires continuous research throughout the product lifecycle to ensure contextual relevance and user satisfaction.
Deep dives
The Value of Research Teams
Having an in-house research team or a dedicated User Experience Researcher (UXR) greatly enhances an organization’s capacity to understand user needs. According to the 2024 State of Research report by User Interviews, there is a stark ratio where one dedicated researcher exists for every five individuals engaged in research tasks, highlighting the scarcity of formal research positions. This situation often leads to individuals—referred to as People Who Do Research (PWDRs)—juggling research responsibilities alongside other job functions. Those identifying as PWDRs may deliver valuable insights but often lack the structured support and expertise found in dedicated research roles.
Differentiating Good Research from Bad
Good research involves more than just data collection; it relies on understanding when and how to apply different methods effectively. Research can be hampered by poorly executed interviews or a naive approach to user feedback, where researchers merely seek confirmation rather than insights. Ensuring that stakeholders understand the creative process of synthesis is crucial, as research should inform design rather than act as a means of decision-making by simply recording user requests. Moreover, even imperfect research can enhance a company's culture by fostering a mindset of curiosity about user experiences and feedback.
Defining Good User Experience
A good user experience emphasizes user needs and the context in which a product is used, rather than merely aiming to delight users. Effective design should help users accomplish their intended tasks efficiently, avoiding unnecessary complications or clever distractions that hinder usability. The discussion includes a hierarchy of user needs where functionality, reliability, usability, and pleasure each play a unique role. However, it is recognized that what constitutes a 'good' experience can vary depending on the specific user goals and the nature of the product, reinforcing the importance of contextual design.
Connecting Research and Unique Selling Propositions
To truly elevate a product's user experience, organizations must bridge insights from research with their unique selling propositions (USPs). This involves continuous research throughout the product lifecycle, from discovery to post-launch, to capture the evolving needs of users. Creating a cohesive experience requires understanding the interplay of user desirability, technical feasibility, and business viability. By aligning these elements, teams can ensure that user insights inform not just features but the overall direction and appeal of the product in the market.
Not to get all "check your privileges" on you, but if your organization has an in-house research team, or works with a research firm, or even has just one UXR on staff, you gotta count yourself lucky. According to the 2024 State of Research Report by User Interviews, for every one dedicated researcher, there are five PWDRs—that stands for 'people who do research'. So by my math, that means that there's a 1 in 6 chance that one of those PWDRs is you.
So if you do identify as a PWDR, you're likely in a situation where you're doing the absolute best job you can doing UXR off the side of your desk, while painfully aware that you don't know what you don't know about doing it better.
And since 1 in 6 of us are in this exact position, we held a phenomenal panel event with three renowned user research experts who really get it and want to help. In this recording, you'll learn what good, decent, and great user research looks like, the traits that distinguish good, decent, and great UX design, and useful strategies to connect UX insights to your product's unique selling proposition.