UX Research toolkit

What is User research?

UX Research is the practice of understanding users’ goals, needs, challenges, and behaviours to create better experiences with products, services, and systems. It involves gathering data and feedback through methods such as user interviews, usability testing, diary studies, surveys, and other qualitative and quantitative methods.


back to top

User research check-up: do you understand your users?

Take our UXR Check-Up to see how well you're connecting with your users. This quick self-assessment will check the health of your team’s understanding of users and offer recommendations for how user research could be introduced to help.

Where does UX research fit into your team’s process?

  1. UX always has a seat at the table and is part of our regular planning, strategy, and all the key decisions.
  2. UX shows up fashionably late… if there’s time or budget left over.
  3. We’re still figuring it out. UX comes up in conversation, but there’s no clear process yet.

Who’s responsible for understanding the user?

  1. Everyone! It’s a shared responsibility.
  2. I do what I can, but I’m not sure others are on the same page.
  3. That’s the UX folks’ job, right?

Have you defined who your users actually are?

  1. Yes, we have and we maintain up-to-date user personas, journey maps, and other well-documented insights.>
  2. We have a general idea, but it’s mostly in our heads.
  3. Who??? ¯\(ツ)/¯

How often do you talk to real users?

  1. We talk to them continuously and have done so recently within the past 6 months.
  2. Usually only when something breaks or we are responding to issues and complaints.
  3. I think someone did once…

Have you ever observed real users actually using your product or service?

  1. Yes, and it’s both eye-opening and slightly painful in the best way! We regularly watch real users interact with our product, take notes, cringe a little, and come away smarter every time.
  2. Occasionally. We check in after launch or when something feels “off.”
  3. Not yet, but it’s on “the list.”

What do you do with user feedback?

  1. We analyse it and use it to inform our next steps.
  2. We discuss it, but don't always act on it.
  3. It lives in a spreadsheet somewhere, quietly waiting for attention...

Have you ever changed anything because of user input?

  1. Definitely! We’ve made real improvements straight from user insights.
  2. We've made a few small tweaks here and there, but we could do more.
  3. Not really. We listen, nod, and then carry on as usual.

How do you know if your UX is working?

  1. We track key UX metrics like task success, satisfaction, time-on-task, etc.
  2. We test internally and adjust based on team discussions.
  3. We don't do metrics.

How did you do?

Mostly A’s → The UX Hero You’re living the dream! UX is part of your team’s DNA. You talk to users, test ideas, and make decisions based on real insights. Keep sharing what you’ve learned with others — you’re setting the bar high.

Mostly B’s → The Curious Researcher You get the value of UX, and you’re making it happen — just not always consistently. You’ve built a solid foundation and you’re asking the right questions. A bit more structure (and buy-in) could turn your team into UX legends.

Mostly C’s → The UX Optimist You believe in UX… in theory. But it hasn’t quite made it into everyday practice yet. The good news: awareness is the first step! Start small — talk to one user, test one idea. Build some momentum and watch how everything starts to shift.

*Link responses to recommended resources or ways to engage with your team.

back to top

Horses for Courses: How do I choose a research method?

Selecting the right research method is essential to effectively answer questions and solve problems through user research. The method you choose should align with your research purpose.

The right research method depends on several factors, including the stage of your product in its lifecycle, the kind of data you’re seeking, and what you hope to learn. For example, you may be looking to understand user attitudes, observe behaviors, identify unmet needs, or explore ideas. You may also be focused on developing or validating specific metrics. All of these considerations can help guide your method selection to ensure the research is both effective and actionable.

User research generally falls into two main categories:

  • Generative Research: Helps uncover insights and generate new ideas.
  • Evaluative Research: Tests and assesses existing ideas, designs, or solutions.

Research can also yield two types of data:

  • Qualitative: Provides in-depth understanding of user behaviour, motivations, and attitudes.
  • Quantitative: Offers measurable data that can be used for comparison and analysis.

A LANDSCAPE OF USER RESEARCH METHODS IMAGE GOES HERE

Before finalising your method, be sure to:

  1. Clearly define the problem you're trying to solve
  2. Set specific research goals
  3. Develop focused research questions

Taking these steps will help ensure you choose a method that delivers meaningful insights.

We recommend consulting with the UX Center of Excellence (UXCoE), who can guide you in selecting the most appropriate method. In the meantime, the following resources can help you understand different user research methods and when to use each one.

If you're curious about how specific methods work, the UXCoE can also arrange interactive walkthroughs. These sessions let you try out a method and explore the types of data it produces.

Recommended resources:

https://www.userinterviews.com/ux-research-field-guide-chapter/how-to-choose-a-research-method

https://maze.co/guides/ux-research/methods/

https://www.nngroup.com/articles/guide-ux-research-methods/

back to top

User research ethics

Good research is responsible research. It respects people, their time, their data, and their dignity. Ethics isn’t just about arbitrarily following procedures and completing paperwork, it’s about trust.

Quick Ethics Checklist:

  • Did the participant agree to take part voluntarily?

    As an ethical practice participants should never be forced to continue with research if they feel uncomfortable at any time point in the study. A participant is free to pass on questions they do not wish to answer or to stop participating altogether. Partial participation should not have an effect on compensation.*

    If you are concerned about getting enough data with your budget, please speak with the UXCoE about ways to mitigate losses in the event you do have participant drop-off.

    Note: *This guidance applies to participants who withdraw due to valid concerns related to sensitivity, discomfort, or protection from harm. If drop-off appears to be due to a lack of commitment rather than ethical concerns, please speak with the UXCoE for guidance.

  • Have you obtained proper consent?

    For conducting any research, you should present participants with a consent form ahead of taking part in the study. They should review and sign the form to acknowledge they accept its terms. At the beginning of the study, whether moderated or unmoderated research, you should reiterate the main terms of the research and the participant’s rights as a volunteer in this study. The UXCoE has created a consent form template which you can adapt for use in your project.

  • Did you explain why you're collecting data and how it will be shared or reported?

    All participant information should be handled with strict confidentiality. Personally identifiable information (PII) needs to be either anonymized or removed during data analysis and reporting. Any insights or findings shared with teams will be aggregated and will not include names, contact details, or any other identifying information. We follow ethical research standards and data privacy guidelines to ensure that participants’ privacy is respected and protected throughout the research process.

    In addition to ethical obligations, you are legally bound by data protection laws such as the General Data Protection Regulation (GDPR). This includes securing informed consent, encrypting data, and having clear processes in place for the ethical handling and storage of personal or sensitive data. Make sure you are also familiar with your organization’s data protection policies and broader ethical standards, such as those outlined by AAPOR’s Best Practices, to ensure the safety, confidentiality, and comfort of your participants at all times.

  • Have you fully explained the commitments of study participation, time and otherwise?

    Be upfront about the time commitment needed for study participation. As a best practice, you should pilot your study with at least two people to get an idea of how long it will take. Provide participants with a time range to account for those who may work faster or slower so they can plan accordingly to give you their full undivided attention.

  • Have you fairly compensated participants for the value of their contributions?

    Following up on the subject of time, if you are offering an incentive to your participants, please make sure the value corresponds with the commitment and effort they will put into the participation. Check out our incentive guidance and speak with the UXCoE to help you make decisions about compensation and incentives.

  • Are you actively preventing harm to participants (even accidental or unintentional harm)?

    As a researcher, you are responsible for ensuring that no participant experiences harm as a result of taking part in your study. This includes, but is not limited to, financial loss, reputational damage, emotional distress, or exposure to harmful or sensitive content. It doesn't matter whether the risk is obvious or minimal. Even making someone feel embarrassed, misled, or uncomfortable is considered harm and must be avoided.

    Do not allow your participants to take risks on your behalf.

This checklist is not exhaustive; every study is different. Please consult with the UXCoE about what to be mindful of when it comes to the ethics of your specific project.

back to top