What is it?

User research is the process of discovering users’ needs through different research methods. The data collected from user research creates themes called insights. User-centred design is when you use the insights identified in user research to inform the design of service and product innovations. These innovations could be digital or physical.

The Government Service Manual summarises User Research for government services really well – User research for government services: an introduction – Service Manual – GOV.UK (www.gov.uk)

Why do we do it?

‘People ignore design that ignores people’ – Frank Chimero, Designer

User research is done to understand our users so we can design solutions that suit their needs. By doing this, we are more likely to create the right solution for that user group. This is a more efficient process because we do not spend time on a solution that is built on our own assumptions but rather a solution that has been created from user-centred evidence.

When working in a particular area for a long time, we often rely on our own expertise to inform solutions. However, this can mean we do not fully understand our users because we haven’t listened to them. The result is a solution that is focussed on assumption and not fact.

It is important to remember that the business needs are also considered during a user centred design process and can drive solution. It is important to balance these business constraints against user need to ensure that business goals are fulfilled, but not at the cost of the user.