Summary
User research war stories are stories about contextual user research and the inevitable mishaps that ensue. These stories are in turn bizarre, comic, tragic and generally astonishing. For a practice that is not always well-understood or trusted, there’s pressure for us to only speak to the successes, but examining the human messiness of this work can help develop our skills and our community. Steve Portigal will expand the always-growing collection of user research war stories by bringing three new stories to the Advancing Research stage.
Key Insights
-
•
Researchers often don't realize in the moment that they are experiencing a 'war story'; reflection typically happens later.
-
•
Sharing war stories helps communicate the unpredictable and human nature of field research to business stakeholders expecting speed and metrics.
-
•
Writing war stories down as narratives, not just as bullet points, preserves richer, deeper lessons over time.
-
•
The tension between fast business needs and slow, qualitative research requires researchers to consciously quiet external pressure to focus on humans.
-
•
War stories reveal the importance of flexibility and adaptability during research, as plans often change rapidly in the field.
-
•
Encouraging researchers to document challenges creates a shared culture and helps build professional resilience.
-
•
Some underrepresented groups may develop heightened adaptability due to the need to navigate complex social dynamics, which can be a professional asset.
-
•
War stories can be used as interview tools to assess coping strategies, vulnerability, and experience in senior researcher candidates.
-
•
Authenticity and vulnerability in story sharing foster trust and community among researchers.
-
•
Storytelling bridges the gap between qualitative insights and stakeholders who typically value quantitative data.
Notable Quotes
"I was very conscious of what I perceived might be impatience from stakeholders watching the interview."
"You have to deliberately quiet that noise in your head and focus on humans in a world of humans."
"As soon as I started writing stories down, more memories came back from all over my research career."
"You don’t have to have a moral to the story; just capture it for now and maybe the lesson comes later."
"In the moment, it felt really uncomfortable, and I never thought I’d want to share that with anyone."
"Mixed methodologies illustrate the richness of our profession, showing the value of different types of research."
"Someone who thinks a study will run perfectly every time probably isn’t very experienced or realistic."
"Sharing war stories helps illustrate the necessity of flexibility and being present in the moment."
"There’s a double-edged sword for minorities who must adapt socially; it brings both burden and power."
"Reliance on foundational basics applies whether you’ve been a researcher for two months or twenty years."
Dig deeper—ask the Rosenbot:
More Videos
"Through this final set of speakers, we hope to inspire you with a pathway through this massive topic."
Uday GajendarTheme Four Intro
June 6, 2023
"People with disabilities often pay more to buy from stores they trust are accessible and where they feel confident."
Sam ProulxOnline Shopping: Designing an Accessible Experience
October 3, 2023
"Before, we never really looked holistically at decades of UX data—now we use it to be proactive and avoid duplicative studies."
Kristin WisnewskiMeasuring What Matters
October 23, 2019
"Our content must be concise, consistent, and actionable to reduce uncertainty for users."
Alan Williams Rose DeebDesigning essential financial services for those in need
February 10, 2022
"You don’t get anyone to do anything."
Matt LeMayYou Don’t “Get” Anyone to Do Anything
December 6, 2022
"Without your research, feedback, and engagement, we would never have pulled together such a diverse slate of speakers."
Bria AlexanderOpening Remarks
June 9, 2021
"You can’t lead without being a lifelong learner because when your company stops learning, it dies."
Louis RosenfeldDiscussion: What Operations can teach DesignOps
November 6, 2017
"There is no end state in design ops; it’s a constant state of evolution."
Dianne QueReal Talk: Proving Value through a Scrappy Playbook
October 23, 2019
"Aim for a two for one: how can you make your goals and the goals of others align?"
Jess GrecoClaiming your power: Practical tools for amplifying your unique voice
March 13, 2025
