User Researcher and Writer
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Blog

Techniques, tips, and thoughts on UX research.

Inputs and Outputs

When you're doing research, it's difficult to realize what you're really producing. And it's also difficult for people not in your team to really put a value on what you're actually doing. I've been asked by some of our newer hires what I exactly do. As an economics major, I thought about describing my research as a system of inputs and outputs for the whole company.

Inputs

The main thing I do is receive and analyze things from a variety of teams and customers. They give me things to figure out. And I go figure out whether that "thing" is worthwhile to pursue, whether it turns out to be a new feature we build, a competitive information we can use in marketing and sales, or a bug that needs to be fixed ASAP.

Product gives me hypotheses.

Design gives me wireframes and prototypes.

Support gives me customer feedback.

Customers give me feedback.

Sales gives me product/market competition concerns.

Outputs

What I do with all these inputs is different. The output of my work from these results in different deliverables. 

I give Product my user research findings.

I give Design my usability test results for their designs.

I give Support an updated product development pipeline for their customer feedback requests.

I give Customers direct help for their concerns, re-assurance that we are addressing their issues, and roll up their feedback so I can keep track of what customers need.

I give Sales market research and competitor workshops on how to talk to customers about a specific scenario or product.

I think this is a testament to the UX field that we're really involved in all parts of the business as we're really concerned with every moment of a customer's experience of the product - from the first touchpoint of the website, to the sale, all the way to the end-user experience and so forth.