User Science: Product Analytics & User Research
Summary
Key Insights
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User science combines qualitative user research and data science to generate more impactful product insights.
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Early collaboration between UX researchers and data teams helps reconcile conflicting insights and builds stronger shared understanding.
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Curious and thoughtful data partners who care about the people behind the data are essential collaborators.
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Developing a shared engagement metric like an activity score can help narrow research focus and create common language.
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UX researchers’ storytelling and cross-functional skills position them uniquely to lead collaboration with data teams.
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Opportunity solution trees provide a useful framework for aligning product goals, user problems, and possible solutions across teams.
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Ethical concerns about striving for more engagement should be constantly revisited; more use is not always better.
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Employee experience and customer experience research share many metrics and methods and can inform one another.
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Proactive collaboration can transform narrow data or qualitative projects into comprehensive, actionable research.
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Transparency about knowledge limits and honest communication enable trust and effective collaboration between UX and data teams.
Notable Quotes
"If you’re a person who studies people, then you’re a person who understands data."
"Typically we get stuck answering the questions we know we can answer but lose the chance to see the big picture."
"I think we as UX researchers are uniquely positioned to forge bonds with data teams because of our storytelling and cross-functional work."
"Finding out more about these most active users is a key priority this year, said our CEO at the board presentation."
"We can’t be there for every behavior after the nudge, nor do we necessarily want to be."
"Less than a third of respondents feel like they work somewhere with a clear investment in customer-driven decision making."
"You might find that spending the most time getting people interested in collaboration is where the work really happens."
"I invited Mark to a user interview — he had no idea interviewing wasn’t for him but respected that skill deeply."
"We are really good at finding problems, but the opportunity solution tree helps pick the best ones to focus on."
"Sharing your research skills broadly within your company can create unexpected opportunities to improve experiences."
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