User research isn’t just about validating ideas or testing usability; it’s about uncovering the human truths and motivations that often get lost in the noise of assumptions and metrics.

 

After over 8 in user research, I’ve learned that the most powerful insights often come from simply listening—really listening—to people.

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To me, user research is part detective work, part psychology, and part storytelling. It’s about asking the right questions, knowing when not to speak, and reading between the lines of what people say and what they actually do.

 

I’ve run everything from foundational ethnographic studies and diary research to rapid usability tests and A/B experiments. Each method has its place, but what matters most is understanding why we’re doing the research, what decisions it’s meant to inform, and how to act on and implement what we learn.

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What sets great research apart is the ability to connect the dots—to take seemingly disconnected data points and shape them into a clear, compelling narrative that drives smarter design and product strategy. It’s also about building trust across teams—making research accessible, collaborative, and embedded into the product process rather than something tacked on.

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One of the most fulfilling parts of this work is watching the 'lightbulb' moments happen—when a stakeholder hears a user’s pain point firsthand or sees a behaviour they didn’t expect. That's when you are empowered to start moving solutions in the right direction.

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User research, at its best, is a bridge—between users and the built product, between problems and solutions and between assumptions and evidence. I love the process of listening, learning and understanding users and knowing what I design is really solving the problem in a way that helps people do what they need to do.