User research seeks to understand users to create solutions that address problems they face. Problematically, this is also how some people describe UX research.
We often define something by what it is with no reference to what it is not. In cases such as this, limited definitions can cause confusion. If you google User Research now, a lot of results will reference User Experience (UX) Research. Similarly, if you search for User Research jobs, you’ll likely be presented with UX Research jobs (and more). In response to the interchangeable usage of the terms we’ll begin with an exploration of the differences and similarities between User Research and UX Research and from there outline what User Research means to me, and touch on the responsibilities and goals a user research may have.
User Research vs. UX Research
The terms User Research and User Experience (UX) Research, rightly or wrongly, tend to be used interchangeably. As such, we’ll begin by looking at the differences between these terms before moving into a definition of User Research. User Research and UX Research both look to increase understanding of users and to inform the design and development of solutions users can use, that solve their problems, and that provide a good experience. A common process organisations have adopted to support the creation of such solutions is the British Design Council’s Double Diamond framework for innovation. This framework plots a course through which you identify & define problems to be solved and design & develop solutions. The difference between User Research and UX Research is better described in reference to where in this process the researcher is deployed rather than on their skills or duties.
The Double Diamond framework splits the design and innovation process into two distinct diamonds. The first diamond is labelled Research, and it begins with Discover and ends with Define. Discover involves identifying and understanding user problems and needs. Define narrows the scope of Discovery and focuses in on defining problems to be solved. The second diamond is labelled Design, and begins with Design and ends with Deliver. Design often involves the creation of concepts to solve the defined problem(s) and testing them. Deliver goes a step beyond this and focuses on the delivery of working solutions iterated as a result of the Design work, and to be further tested and iterated.
What I would refer to as User Research is best be described as the research work undertaken within the first diamond. It is the research work that begins the move from ambiguity to clarity. User research focuses on the individuals: what problems they are faced with, how they solve them, and what needs they have. The resulting definition work here seeks to find opportunities to solve problems and to inform future design by providing an understanding of problems faced, workarounds and solutions currently used, and what the underlying causes or issues are with each of those.
User Experience Research is best described as the research work that takes place in the second diamond. It can take the form of attitudinal research exploring reactions to concepts in the design phase, or evaluations of a working product, and it can take the form of usability and accessibility testing to ensure users are able to understand the purpose of the product, carry out any necessary actions, and feel like they have accomplished what they set out to do (and ideally enjoyed the experience).
The methods used across the above are similar and dictated by the questions the researcher is looking to answer and how much data they currently have. Interviews and observations can be used across the spectrum to explore the unknown and identify opportunities and to evaluate solutions however complex. The key difference is where in the process the researcher is deployed and the goal of the research. User research, as previously mentioned, best describes the research work undertaken in the first diamond. It is generative or explorative research. That is, it seeks to understand a problem or context area and the people operating in that space. UX research, on the other hand, looks to the solution rather than the problem. It is evaluative. It seeks to evaluate how well the solution works, if it is accessible, learnable, enjoyable, and more. One focuses on finding and defining problems, and the other on evaluating and iterating the solutions. Those working in lean teams, startups or in organisations that lack research maturity may find themselves involved throughout the Design process. With the difference between User Research and UX Research being more closely tied to the stage at which the researcher is deployed I would argue that User Research encompasses UX Research just as UX does Accessibility Specialists. The term User Research is broad enough it does appear to preclude experience in the same way User Experience Research doubles down on the experience of a solution rather than the problem.
Okay, now tell me what User Research is!
User Research is the process through which we understand user behaviours, needs and motivations. Often through interviews, observation techniques, task analysis and other feedback method(ologie)s. As a user researcher, we interview people, we observe people, we run surveys, evaluate the usability, accessibility, and experience of systems, and evaluate their impact. We conduct generative or explorative research prior to design work to guide the business towards problems that need solved. We conduct evaluative research to test the concepts, to ensure solutions are usable, accessible and enjoyable, and that they lead to the intended results. Now we have an understanding of what User Research is, lets talk about responsibilities and goals a UR may have.
A day in the life of a user researcher
The day-to-day duties of a user researcher can differ between organisation, industry, and context (academic vs. industry). In organisations that don’t have a mature Research and Design function you will likely be involved in all aspects of research. You will be expected to conduct generative research to identify opportunities for the business to seize, to test concepts and to conduct evaluative research to ensure solutions are usable, accessible, enjoyable, and effective. You will also likely be asked to conduct competitor analysis and potentially impact studies. In organisations with a more mature Research and Design function you’ll likely have similar opportunities, but you will have the opportunity to focus on more specific areas of interest to specialise in such as accessibility and equity.
The first thing you will learn, especially if making the move from academia is that there is less emphasis on the research itself and more interest in the outcome. Your stakeholders (those sponsoring the project or who the recommendations or findings will go to or impact) have their own prioritise, goals and problems, and often don’t have the time to care about anything beyond that which is relevant to them. You will often have less time than you would like to execute studies and you will find yourself pulled between research depth and commercial agility. Over time you will learn what stakeholders need (not necessarily what they want), and develop strategies to ensure research is conducted and analysed to support this with minimal impact on research integrity.
Why conduct User Research
If the above exploration of what a User Researcher is and what they do hasn’t made it clear what the benefits of the work are, and you want bullet points to win over a dubious stakeholder who sees research as a roadblock to releasing a product look no further.
User Research provides insights to help:
- Understand problems and users.
- Ensure products or services are designed that address user needs – if your solution is sovling something that is not a problem, you’re not going to make money regardless of how good the UX is.
- Ensure solutions are valuable to users.
- Ensure users of all capabilities are able to successfully and efficiently use the solution.
- Ensure users have a good experience.
- De-risk business decisions by (in)validating assumptions and hypotheses to guide development.