User Research Methods

A domain-specific skill providing structured methodologies for understanding users through research. This skill covers the complete research lifecycle from planning through synthesis and reporting.

When to Use

• Planning user research studies for new or existing products
• Conducting user interviews to understand needs and behaviors
• Creating behavioral personas based on research data
• Mapping user journeys to identify pain points and opportunities
• Designing and running usability tests
• Synthesizing research findings into actionable insights

Research Method Selection

Choose research methods based on what you need to learn and where you are in the product lifecycle.

Method Selection Matrix

Question Type	Early Discovery	Design Validation	Post-Launch
What do users need?	Contextual inquiry, Diary studies	Concept testing	Support ticket analysis
How do users behave?	Field observation, Shadowing	Prototype testing	Analytics, Session recordings
What do users think?	Depth interviews	Preference testing	Surveys, NPS
Can users complete tasks?	Card sorting	Usability testing	A/B testing

Generative vs Evaluative Research

Generative Research - Use when exploring problem spaces:

• Contextual inquiry (observe users in their environment)
• Diary studies (longitudinal behavior patterns)
• Participatory design workshops (co-create with users)
• Jobs-to-be-done interviews (understand underlying motivations)

Evaluative Research - Use when validating solutions:

• Usability testing (can users complete tasks?)
• A/B testing (which variant performs better?)
• Preference testing (which option do users prefer?)
• Accessibility audits (does it work for everyone?)

Sample Size Guidelines

Method	Minimum Sample	Recommended	Diminishing Returns
Depth interviews	5	8-12	15+
Usability testing	5	5-8	10+
Card sorting	15	30	50+
Surveys	100	300-500	Depends on segments
A/B tests	Statistical power calculation required	-	-

User Interview Techniques

Interview Structure

1. Opening (5 minutes)

• Build rapport with neutral topics
• Explain the purpose without biasing
• Confirm recording consent
• Set expectations for the session

2. Context Gathering (10 minutes)

• Understand their role and background
• Map their typical day or workflow
• Identify tools and touchpoints they use

3. Core Exploration (25-35 minutes)

• Use open-ended questions
• Follow the participant's lead
• Probe deeper on interesting topics
• Ask for specific examples and stories

4. Closing (5 minutes)

• Ask if anything was missed
• Request permission for follow-up
• Thank them for their time

Question Types

Opening Questions - Establish context:

• "Walk me through a typical day when you..."
• "Tell me about the last time you..."
• "How did you first start...?"

Probing Questions - Go deeper:

• "What do you mean by...?"
• "Can you give me a specific example?"
• "What happened next?"
• "How did that make you feel?"

Clarifying Questions - Ensure understanding:

• "So if I understand correctly..."
• "You mentioned X, can you tell me more?"
• "When you say X, do you mean...?"

Projective Questions - Surface hidden needs:

• "If you had a magic wand, what would you change?"
• "What would your ideal experience look like?"
• "What would have to be true for you to switch?"

Common Interview Pitfalls

Pitfall	Problem	Solution
Leading questions	Biases responses	Ask neutral, open questions
Asking about future behavior	People predict poorly	Ask about past behavior instead
Accepting vague answers	Loses detail	Probe for specific examples
Talking too much	Reduces user input	Embrace silence, let them think
Solving during interview	Shifts to validation mode	Save solutions for later

Observing Behavior vs Statements

Users often say one thing but do another. Watch for discrepancies:

• Workarounds: Creative solutions reveal unmet needs
• Hesitation: Confusion or friction points
• Skipped steps: What they consider unnecessary
• Emotional reactions: Frustration, delight, confusion
• Tool switching: Integration pain points

Persona Creation Framework

Behavioral Personas vs Demographic Personas

Avoid demographic personas that describe who users are (age, income, job title). These often become stereotypes that don't predict behavior.

Create behavioral personas that describe what users do, why they do it, and what barriers they face. These drive design decisions.

Persona Components

[Persona Name]

BEHAVIORAL ARCHETYPE
One sentence describing their core behavior pattern

GOALS
- Primary goal (what they're ultimately trying to achieve)
- Secondary goals (supporting objectives)
- Emotional goals (how they want to feel)

BEHAVIORS
- Key behavior 1 (observed pattern with frequency)
- Key behavior 2 (observed pattern with context)
- Key behavior 3 (observed pattern with trigger)

PAIN POINTS
- Frustration 1 (specific problem with impact)
- Frustration 2 (specific problem with workaround)
- Frustration 3 (specific problem with frequency)

DECISION FACTORS
- What influences their choices
- What trade-offs they make
- What they prioritize

CONTEXT
- When they engage with the product
- Where they use it
- What else competes for attention

QUOTE
"Verbatim quote from research that captures their perspective"

Creating Personas from Research

Step 1: Identify Behavior Patterns

• Review all interview notes and observations
• Tag recurring behaviors, goals, and pain points
• Look for clusters of similar behavior

Step 2: Define Behavioral Variables

• List the key dimensions that differentiate users
• Place participants along each dimension
• Identify clusters that represent archetypes

Step 3: Build Persona Profiles

• Write narrative based on research data only
• Include direct quotes from participants
• Validate that persona represents multiple participants

Step 4: Prioritize Personas

• Identify primary persona (design for first)
• Secondary personas (accommodate)
• Edge cases (consider but don't optimize for)

Persona Anti-Patterns

Anti-Pattern	Why It Fails	Better Approach
Fictional details	Creates false confidence	Use only observed data
Photos of real people	Triggers stereotypes	Use illustrations or initials
Too many personas	Dilutes focus	Limit to 3-5 maximum
Demographic focus	Doesn't predict behavior	Focus on goals and behaviors
No pain points	Misses design opportunities	Ground in observed frustrations

Journey Mapping Methodology

Journey Map Components

JOURNEY MAP: [User Goal]

PERSONA: [Which persona this represents]
SCENARIO: [Specific context and trigger]

| Stage | [Stage 1] | [Stage 2] | [Stage 3] | [Stage 4] |
|-------|-----------|-----------|-----------|-----------|
| Actions | What user does | ... | ... | ... |
| Touchpoints | Channels/interfaces | ... | ... | ... |
| Thoughts | What they're thinking | ... | ... | ... |
| Emotions | How they feel (scale) | ... | ... | ... |
| Pain Points | Frustrations | ... | ... | ... |
| Opportunities | Design possibilities | ... | ... | ... |

Journey Mapping Process

1. Define Scope

• Which persona is this for?
• What goal or scenario are we mapping?
• Where does the journey start and end?
• What level of detail do we need?

2. Map the Current State

• List all stages from trigger to completion
• Document what users do at each stage
• Identify all touchpoints (channels, systems, people)
• Note what users think and feel
• Mark pain points and moments of delight

3. Validate with Data

• Cross-reference with analytics data
• Validate with additional user interviews
• Check assumptions against support data
• Ensure map represents typical experience

4. Identify Opportunities

• Where are the highest-impact pain points?
• Where do users drop off or get stuck?
• What moments could be transformed?
• Where can we exceed expectations?

Journey Map Types

Current State Maps - Document how things work today

• Based on research observations
• Reveals improvement opportunities
• Aligns stakeholders on reality

Future State Maps - Envision improved experience

• Based on current state insights
• Shows target experience
• Guides design decisions

Service Blueprints - Include backend processes

• Shows frontstage and backstage
• Reveals operational dependencies
• Identifies system requirements

Emotional Curve Mapping

Track emotional state across the journey using a simple scale:

Very Positive  +2  ----*----
Positive       +1  ----*---------*----
Neutral         0  *---------*----
Negative       -1  ----*----
Very Negative  -2  ----*----
                   |Stage1|Stage2|Stage3|Stage4|

Key moments to identify:

• Peak moments: Highest positive emotion (protect and amplify)
• Valley moments: Lowest emotion (priority for improvement)
• Transition points: Where emotion shifts (critical touchpoints)
• Ending moments: Final impression (strong impact on memory)

Usability Testing Patterns

Test Types

Moderated Testing - Facilitator guides participant

• Best for: Complex tasks, early prototypes, need for probing
• Pros: Rich qualitative data, can adapt on the fly
• Cons: Time-intensive, facilitator can bias

Unmoderated Testing - Participant works independently

• Best for: Simple tasks, large samples, geographic spread
• Pros: Scalable, no facilitator bias, natural behavior
• Cons: No probing, participants may give up

Guerrilla Testing - Quick tests with available people

• Best for: Early validation, simple concepts, tight timelines
• Pros: Fast, cheap, good for iteration
• Cons: May not match target users, limited depth

Test Protocol Structure

1. Pre-Test Setup

• Confirm participant matches screener
• Prepare test environment (prototype, recording)
• Review tasks and questions
• Test the test (pilot run)

2. Introduction (5 minutes)

• Explain the purpose (testing the design, not them)
• Describe think-aloud protocol
• Confirm recording consent
• Encourage honest feedback

3. Background Questions (5 minutes)

• Relevant experience with similar products
• Current tools and workflows
• Expectations for this type of product

4. Task Scenarios (30-40 minutes)

• Present tasks one at a time
• Use realistic scenarios, not instructions
• Observe without helping
• Probe after task completion

5. Post-Test Questions (10 minutes)

• Overall impressions
• Comparison to expectations
• Suggestions for improvement
• Follow-up on observed issues

Writing Effective Task Scenarios

Bad task: "Click on Settings and change your notification preferences"

• Reveals the solution
• Uses UI terminology
• No realistic context

Good task: "You're getting too many email notifications. How would you reduce them?"

• Goal-oriented
• User's language
• Realistic motivation

Task Scenario Template

SCENARIO: [Context that makes the task realistic]
GOAL: [What the user is trying to accomplish]
SUCCESS CRITERIA: [How you'll know they succeeded]

Metrics to Capture

Effectiveness Metrics

• Task success rate (completed / attempted)
• Error rate (errors / task)
• Recovery rate (recovered from errors / total errors)

Efficiency Metrics

• Time on task (seconds to completion)
• Number of steps (compared to optimal path)
• Help requests (times asked for assistance)

Satisfaction Metrics

• Post-task rating (1-7 scale per task)
• System Usability Scale (SUS) score
• Net Promoter Score (NPS)
• Qualitative feedback themes

Severity Rating Scale

Rating	Name	Definition	Action
1	Cosmetic	Noticed but no impact	Fix if time permits
2	Minor	Slight difficulty, recovered easily	Fix in next release
3	Major	Significant difficulty, delayed success	Fix before release
4	Critical	Prevented task completion	Must fix immediately

Synthesis and Reporting

Affinity Mapping Process

1. Gather Raw Data

• Write each observation on a separate note
• Include quotes, behaviors, and pain points
• One insight per note

2. Cluster Related Notes

• Group similar observations together
• Don't force categories, let them emerge
• Move notes as patterns become clear

3. Name the Clusters

• Create descriptive labels for each group
• Labels should capture the theme
• Higher-level groups may emerge

4. Identify Patterns

• What themes appear across multiple participants?
• What surprises challenge assumptions?
• What opportunities become clear?

Research Report Structure

RESEARCH REPORT: [Study Name]

EXECUTIVE SUMMARY
- Research objective
- Methods used
- Key findings (3-5 bullets)
- Recommended actions

METHODOLOGY
- Research questions
- Participant criteria and recruitment
- Methods and sample size
- Limitations

KEY FINDINGS
Finding 1: [Title]
- Evidence: What we observed
- Impact: Why it matters
- Quote: "Supporting verbatim"

Finding 2: [Title]
...

RECOMMENDATIONS
- Priority 1: [Action] - Addresses [finding]
- Priority 2: [Action] - Addresses [finding]
- Priority 3: [Action] - Addresses [finding]

NEXT STEPS
- Immediate actions
- Further research needed
- Stakeholder follow-up

APPENDIX
- Participant details (anonymized)
- Full data sets
- Methodology details

Presenting Findings

Lead with insights, not methodology

• Start with what you learned, not how you learned it
• Save methodology details for appendix

Use participant voices

• Include direct quotes that bring findings to life
• Video clips are more powerful than text

Connect to business outcomes

• Tie findings to metrics stakeholders care about
• Quantify impact where possible

Provide clear recommendations

• Don't just report problems, suggest solutions
• Prioritize by impact and feasibility

Best Practices

• Recruit participants who actually face the problem you're solving
• Focus on understanding behavior, not validating your ideas
• Look for patterns across participants, not individual opinions
• Always observe what users do, not just what they say
• Use multiple methods to triangulate findings
• Create lightweight deliverables that teams will actually use
• Involve stakeholders in research to build empathy
• Measure research impact through design decisions influenced

References

• templates/research-plan-template.md - Planning template for research studies