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The User Experience Researcher

The user experience researcher has the broadest job of all. Every aspect of the user experience places different demands and constraints on those who are trying to create a good product. They all have different needs, different vocabularies, different constraints, and are often operating on different schedules. But they share similar and interrelated needs for information, often without realizing it. The job of the user experience researcher is to provide insight into the product's users, their perspectives, and their abilities to the right people at the right time. The researcher is in the unique position to draw all this information—and all these information needs—together and have it make sense, making the entire development process more streamlined and effective.

Bringing all those people together and combining each of the facets of the development process into a single coherent development culture is the subject of the next chapter. It will cover how to integrate research at key points while including users as an inherent, inseparable part of the team that creates a product.

Part II: User Experience Research Techniques

Chapter List

Chapter 5: The Research Plan
Chapter 6: Universal Tools: Recruiting and Interviewing
Chapter 7: User Profiles
Chapter 8: Contextual Inquiry, Task Analysis, Card Sorting
Chapter 9: Focus Groups
Chapter 10: Usability Tests
Chapter 11: Surveys
Chapter 12: Ongoing Relationships
Chapter 13: Log Files and Customer Support
Chapter 14: Competitive Research
Chapter 15: Others' Hard Work: Published Information and Consultants
Chapter 16: Emerging Techniques

Chapter 5: The Research Plan

Overview

Never research in a vacuum . Every piece of user research is part of an ongoing research program, even if that program is informal. Making it formal provides a number of advantages: it provides a set of goals and a schedule that stretches limited user research resources; it delivers results when they're needed most; and it avoids unnecessary, redundant, or hurried research. You should start working on a research plan as soon as you've decided to do any research at all, even if it's only a tiny usability test or some client visits . A well-structured research plan is also a communication tool that lets others in your company work with your schedule. It educates your colleagues about the benefits of user research and provides a forum for them to ask questions about their users and an expectation of the kind of knowledge the process can produce. But even if you don't show it to anyone , it will still prove invaluable in helping you figure out what to research when.

Note

These instructions present a somewhat idealized situation that starts with a blank slate as far as user experience product goals are concerned . This isn't the case for many projects, which may work with preexisting goals and processes. It's easier to enumerate goals in such projects, but it may be more difficult to create a unified vision of how research should be integrated with existing processes. Deborah J. Mayhew's The Usability Engineering Lifecycle and Hugh Beyer and Karen Holzblatt's Contextual Design describe a completely iterative development environment that thoroughly integrates experience research.

A research plan consists of three major parts : why you're doing the research (the goals ), when you're going to be doing it (the schedule ), and how much it's going to cost (the budget ). These are in turn broken up into practical chunks such as report formats and timetables.

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The User Experience Researcher