User research URCH

(unchanged)

Identifying users' behaviours, needs and motivations using observational research methods.

SFIA 9 is in development

SFIA 9 beta due in early July 2024
SFIA 9 planned for publication October 2024

This is a prototype for SFIA 9. It is subject to change before publication.

Moving to SFIA 9

New level 2 added to support entry-level roles
SFIA 8 skill descriptions will remain available for you to use
Previous SFIA assessments are not impacted by this change

Guidance notes

(modified)

This skill is inclusive of a full range of user tasks not just digital tasks. The skill can be applied in various contexts, such as, but not limited to customer experience, products, services, applications, devices, learning experience and employee experience.

User research has a different set of responsibilities to academic research or user requirements elicitation. User research incorporates significant involvement of users to generate deep understanding and uncover new opportunities for systems, products, services or devices.

Activities may include, but are not limited to:

using ethnography, observation techniques, task analysis, and other methodologies that incorporate both the social and technological context
quantifying different user populations and their needs
identifying target users and segments in order to maximise the chances of design success for systems, products, services, or devices
including a range of users in research activities to capture the diversity of users' behaviours, needs and motivations.

Understanding the responsibility levels of this skill

Where lower levels are not defined...

Specific tasks and responsibilities are not defined because the skill requires a higher level of autonomy, influence, and complexity in decision-making than is typically expected at these levels. You can use the essence statements to understand the generic responsibilities associated with these levels.

Where higher levels are not defined...

Responsibilities and accountabilities are not defined because these higher levels involve strategic leadership and broader organisational influence that goes beyond the scope of this specific skill. See the essence statements.

Developing skills and demonstrating responsibilities related to this skill

The defined levels show the incremental progression in skills and reponsibilities.

Where lower levels are not defined...

You can develop your knowledge and support others who do have responsibility in this area by:

Learning key concepts and principles related to this skill and its impact on your role
Performing related skills (see the related SFIA skills)
Supporting others with tasks (generic examples are provided by the essence statements for each level)

Where higher levels are not defined...

You can progress by developing related skills which are better suited to higher levels of organisational leadership.

Levels

Defined at these levels:

Click to learn why SFIA skills are not defined at all 7 levels.

Show/hide extra descriptions and levels.

Level 1

Level 1 - Follow: Essence of the level: Performs routine tasks under close supervision, follows instructions, and requires guidance to complete their work. Learns and applies basic skills and knowledge.

User research: Level 2

Level 2 - Assist: Essence of the level: Provides assistance to others, works under routine supervision, and uses their discretion to address routine problems. Actively learns through training and on-the-job experiences.

(new)

Assists with user research tasks under routine supervision.

Supports the collection and documentation of user research.

Helps organise and share the outcomes of user research activities.

User research: Level 3

Level 3 - Apply: Essence of the level: Performs varied tasks, sometimes complex and non-routine, using standard methods and procedures. Works under general direction, exercises discretion, and manages own work within deadlines. Proactively enhances skills and impact in the workplace.

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Applies standard methods to support user research initiatives.

Engages effectively with users and customer representatives to generate high-quality research.

Documents and shares the outcomes of user research.

User research: Level 4

Level 4 - Enable: Essence of the level: Performs diverse complex activities, supports and supervises others, works autonomously under general direction, and contributes expertise to deliver team objectives.

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Conducts generative research for the development of systems, products, services or devices.

Plans own user research activities. Facilitates input from users and stakeholders.

Collects and analyses user research data. Supports synthesis of research and the creation of insights, reports and presentations.

Contributes to the selection of the user research approaches for projects and initiatives. Supports the adoption of agreed approaches.

User research: Level 5

Level 5 - Ensure, advise: Essence of the level: Provides authoritative guidance in their field and works under broad direction. Accountable for achieving workgroup objectives and managing work from analysis to execution and evaluation.

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Plans and drives user research activities providing expert advice and guidance to support the adoption of agreed approaches.

Determines the approaches to be used for including users in generative research.

Leads the collection and analysis of user research data. Synthesises research, develops insights and presents conclusions to inform decision-making and drive actions.

Contributes to the development of organisational methods and standards for user research.

User research: Level 6

Level 6 - Initiate, influence: Essence of the level: Has significant organisational influence, makes high-level decisions, shapes policies, demonstrates leadership, fosters organizational collaboration, and accepts accountability in key areas.

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Champions user-centred design and secures organisational commitment to the significant involvement of users in research.

Develops organisational policies, standards, and guidelines for user research.

Develops or sources organisational resources and capabilities to facilitate the adoption and exploitation of user research.

Collaborates with internal and external partners to facilitate effective user research.

Level 7

Level 7 - Set strategy, inspire, mobilise: Essence of the level: Operates at the highest organisational level, determines overall organisational vision and strategy, and assumes accountability for overall success.

New level