To resist is human, to test divine! Overcoming objections to user research
If UX had a mantra, “Test early and often” could very well be it. In all my years of usability testing, I’ve yet to meet a stakeholder or client who found user feedback useless or wasteful after the fact. And yet, ensuring that research gets a place at the table continues to be a challenge. I continue to hear that there’s “no need,” “no money,” “no time” for research, and I hear it from startups, from agencies, from clients of all shapes and sizes. Why does this still happen? Why is poor user research so often doubted, postponed, or outright dismissed?
In this presentation, we’ll look at some stories of why research got cut, from fear of failure and unconscious bias, through organizational inertia and battle fatigue. Once we’ve discovered the roots of the problem, we can design targeted strategies for overcoming resistance and creating processes for giving user feedback its well-deserved priority.
Eva Kaniasty is the founder of Red Pill UX, LLC, a user experience consultancy delivering UX strategy, research and interaction design in the Boston area. Eva has improved user experiences in a range of industries, including healthcare, education, financial, and software. She received her Master’s in Human Factors from Bentley University in 2007, serves as President of UXPA Boston, and is a repeat presenter at local and national conferences.