Kritika Oberoi and Looppanel did a great job editing down a long and discursive exchange into a few key takeaways. The full article is here.

I offered my high-level take on the history of user research, especially in tech.

Phase 1 – Research Consultants (aka the Caveman era): The first cohort of User Researchers in the field were primarily consultants—think IDEO, a particularly successful example emerging at this time. But while research consultants could be hired, in-house researchers were still a rare sight.
Phase 2 – Individual Contributors: As organizations started to realize the power of research, the function began to emerge within companies. But although there were individual contributors running research, they weren’t empowered—no big titles, not a lot of access to senior management, and a limited ability to influence crucial decision-making.
Phase 3 – Empowered Research Practices: Today we’ve entered the third phase—a phase where Research leaders have titles like Head of Research and Director of Insights. These leaders are empowered to build practices—hiring their own teams and influencing their peers in senior leadership to make decisions based on actual user insights.
And while every organization may not be at the same level of maturity, Steve sees the field as a whole headed in the direction of greater empowerment and influence, driven by hunger from verticals like Design & Product.

I talked about the two major drivers that have fed research growth in recent years:

#1 Consistent evangelization by industry leaders: Over the last 20 years, industry leaders have been advocating for research, demonstrating the impact of the practice, and teaching others their trade along the way. This consistent advocacy—speaking, writing books, organizing conferences, and so on—has helped organizations understand the value of research and learn how to run it themselves. Of course, the work is far from complete, but it was definitely effective.
#2 The rise of Design: UX Design has grown rapidly over the last decade, and Design leaders understand the need for research. Design teams have opened the door for Research inside companies, hiring talent and building a practice to enable better decision-making.

In the final clip I talk about the tension between confidence and crises of confidence that happen in many growing companies.

Gaps start to emerge between the company’s vision and what users actually want and need. At some point in the journey, the reliance on vision instead of insight leads to a major failure—maybe a feature release epically fails, or an unexpected competitor that starts to grab market share.

It’s when the inherent confidence of the organization transforms into a crisis of confidence that a tipping point is reached and research emerges to bridge the gap between the company and its customers.

There’s more in the full article.

I recently presented Stop Solving Problems! as part of the CEDIM Innovation Talk series. The 40 minute video is embedded below, and on YouTube here.

The old maxim says we should “Find a need and fill it;” while at a one level that is certainly true, even in this era of fetishized disruption, organizations seem to easily fall in love with the idea of being in the problem-solving business.

In this webinar, Steve reviews a number of different mindsets for creating products and services, consider their benefits and risks, and challenge you to go beyond a fixing mentality.

Thanks to Rafael Burity and Rodrigo Lemes for having me as a guest on Good Morning UX. The one-hour episode is embedded below and can also be found on the episode home page and YouTube.

We usually have this life training to ask questions, but it doesn’t make us researchers, to be honest. Especially when we are talking about learning from users, customers, stakeholders, etc.

As designers and researchers, we have this kind of “power” to help companies to avoid mistakes, bad ideas, and guesses. It has been becoming a huge differential in the industry of digital products, but to really take advantage of this ability is important to have some points in perspective.

This show will pass through some questions like:

Are we doing research well with a real impact on the business?

How a designer can be prepared to do it in the real world, in a short time but with quality?

Is there a difference between leaders with research or design backgrounds?

For this, we invited Steve Portigal a researcher who has interviewed hundreds of people and with a huge experience working in telecommunications, banking, media, energy, and e-commerce industries. He is the author of some important books and host of the Dollars to Donuts podcast. He helps companies to think and act strategically when innovating with user insights.

Thanks to Jorge Arango for a great conversation on The Informed Life podcast. The half-hour episode is embedded below, available at the podcast site, and wherever you get yer podcasts. The episode page also has a transcript.

And I have found, over the last few years, that in addition to providing tactics and kind of mindsets and sort of, “here’s what I advise and recommend for you to be successful in doing this work.” In these interactions that we have in kind of these feedback sessions, the role that I’m often playing is in giving people confidence and being able to say, “oh, the thing that you are describing is very common.” Because I think people have some experience, it feels weird, and they’re like, “well, I’ve screwed this up.” And so I’m working hard to give people confidence and say… to affirm their experience, to validate the uncertainty and struggle they felt in it. And then maybe say, “yeah, here’s a thing that you can try,” or, ” you know, there are tactics to kind of address this.”

But they need the confidence as much as they need the tactics. Because they might get to those tactics on their own, but if they feel like, “this is not the right way to do it, I’m screwing this up,” because it is a weird thing, because you may find yourself feeling like you’re screwing up when you actually are succeeding, because you’re dealing with the absolute uncertainty of another person who you don’t know, who you’re spending time trying to get to know a little bit… it’s entirely unpredictable and uncontrollable. And so, all the ways that we expect ourselves to be successful is to be controlling for all that uncertainty, but it’s inherently uncontrollable to some extent.

So yeah, the more you do it, the more you either make mistakes or feel uncertain about an experience that you’re having and reflect on it, whether it’s through listening to a podcast where people are talking about this or reading a book, or, working with someone who’s more experienced, who can reflect back to you. Those are all ways that we do become more confident with these sort of… surprising or unexpected aspects of what the nature of the work is.

I’ll be presenting Stop Solving Problems! as part of the CEDIM Innovation Talk series.

This free talk will be online (via Zoom), on Thursday June 30th, at 6:30 CT. Register here.

It shouldn’t be a big surprise to anyone reading this that the uncertainty of something new and innovative creates a feeling of risk, and can discourage the pursuit of a creative option.

Some research from 2012 (The Bias Against Creativity: Why People Desire but Reject Creative Ideas) delves into that further.

“Prior research shows that uncertainty spurs the search for and generation of creative ideas, yet our findings reveal that uncertainty also makes us less able to recognize creativity, perhaps when we need it most.”

Via the New York Times,

“People actually have strong associations between the concept of creativity and other negative associations like vomit and poison,” said Jack Goncalo, a business professor at the University of Illinois at Urbana-Champaign. “Agony was another one.”

A new study shows how people unfavorably evaluate others who are described as being creative. It appears that even the mention of their creativity (as opposed to experiencing it directly) was sufficient to cause a negative assessment of the creative person.

Like many biases, being aware of their existence can be a first step to addressing them, but like many biases, their baked-in nature can make for a significant challenge to overcome.

Thanks to Marc Fonteijn for having me back on The Service Design Show. The one-hour episode is embedded below and can also be found on YouTube.

Everything in service design starts with user research. But as you’ve probably experienced often it’s challenging to get the time and resources to do proper research.

And when research is already being done by an organisation it’s often not the type of research that we’d like to see.

It can be frustrating to see that user research isn’t making the difference you know it can.

So what does it take to push user research beyond it’s current limitations?

Author and industry icon, Steve Portigal has been thinking about this topic for some time now.

I invited Steve (back) on the Show to share his thinking and together explore what it takes to take user research to the next level.

And also ask the question: What is that next level in the first place?

Without proper user research you can’t do good service design. So it’s our job to make it more relevant and impactful.

This episode will show you how.

Thanks to Ravi Tej for having me on the Nodes of Design podcast. The 35-minute episode is embedded below and can also be found on the podcast site.

In this episode, Steve shared wonderful insights on user interviews and why we do user interviews in design; we then discussed the framework of interviews using which we can gain great insights from users and few tips on actively listening and note-taking during interviews. In the latter part, Steve recommended five do’s and don’ts that designers/researchers must avoid while doing user interviews

I recently did an Ask Me Anything session organized by Debbie Levitt of Delta CX. The video is now online.

We went for about 75 minutes and talked about learning to balance all different pressures when leading an interview, encouraging teams to support the need for research, helping teams to act on user research findings, and a lot more. Check it out!

In this video from 2016, basketball player Taurean Prince, in a post-game press conference, responds to a question about the team’s rebound performance with an explanation of how rebounds work.

I can’t tell from this clip if there’s an actual miscommunication or if Prince is being intentional, and for my purposes here, I don’t suppose it really matters.

It’s not uncommon to ask a question and get an answer to a different question, and while it can throw the conversation off, it can be a visceral reminder that we have different basic assumptions and that we need to work to overcome those, to bridge that gaps. Those miscommunications are awkward but they invite us to make the effort to realign.

The other day I met with a group over Zoom. As happens on video meetings, people adjust their video to communicate something about themselves, manage their privacy, etc. One person stood right in front of a heavily blurred background. Another was in front of a block of color with their company logo in the corner. Another person was clearly in a garage converted to a home office, and one person was in front of (what I assumed was) a painted scene, perhaps from some artwork. We each took turns introducing ourselves.

When we got to the person with the painted scene, I asked a followup question: “Can I ask about your background?”

They proceeded to describe a bit of their educational experience and how it led to the nickname that they go by nowadays.

My question should have been “Can I ask about your Zoom background?” but what they heard was “Can I ask about your personal background?” Given the nature of a video-platform-mediated conversation, I had forgotten that what they are showing of themselves doesn’t actually match how they see themselves (e.g, if they have turned off self-view, they aren’t even seeing that painted scene themselves).

I was mortified because the question they heard might have been too personal, perhaps asking them to explain or justify an unconventional nickname. I’m curious, of course, but I also have no right to start asking personal questions in the first few minutes of meeting someone! This is not how I want to start off our relationship!

I laughed in embarrassment, and tried to create a teaching moment, modeled by me and my own mistake, but even explaining that I asked the question poorly, the other person felt apologetic for misunderstanding me! Perhaps we established some rapport through this misunderstanding, if I’m idealistic I can imagine that we both worked together to find our shared space of understanding after this mistake (my mistake, for sure!).

The answer, by the way, is that what I assumed was “art” was an image from a video game. Of course video games can be art!