User research URCH
Identifying users' behaviours, needs and motivations using observational research methods.
Revision notes
Updates for SFIA 9
- Theme(s) influencing the updates for this skill: Application of SFIA skills for digital service design and delivery, Making SFIA easier to consume (enhance readability/guidance/descriptions), Making SFIA easier to consume (new levels).
- New level 2 added to support entry-level roles.
- Content changes have been made to levels 3, 4, and 5.
- You can move to SFIA 9 when you are ready - SFIA 8 skill descriptions will still be available to use.
- Previous SFIA assessments or skills mapping are not impacted by this change.
Guidance notes
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 to maximise the chances of design success for systems, products, services or devices
- analysing and synthesising research data to generate actionable insights
- communicating research findings effectively to various stakeholders
- 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 responsibilities.
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 who are performing higher level tasks and activities
Where higher levels are not defined...
- You can progress by developing related skills which are better suited to higher levels of organisational leadership.
Click to learn why SFIA skills are not defined at all 7 levels.
Show/hide extra descriptions and levels.
Levels of responsibility for this skill
| 2 | 3 | 4 | 5 | 6 |
Level 1
User research: Level 2
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.
Participates in basic user-centred design activities as directed.
User research: Level 3
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.
Contributes to research design and analysis tasks under guidance.
User research: Level 4
Conducts generative research for the development of systems, products, services or devices.
Plans own user research activities. Facilitates input from users and stakeholders.
Identifies appropriate user research methods for specific questions and contexts.
Collects and analyses user research data. Supports synthesis of research and the creation of insights, reports and presentations.
User research: Level 5
Plans and drives user research activities providing expert advice and guidance to support the adoption of agreed approaches.
Selects and implements appropriate methods for engaging users in generative research activities.
Leads the collection and analysis of user research data. Synthesises research, develops insights and presents conclusions to inform decision-making and drive actions.
Leads complex user research initiatives and identifies emerging user needs and trends. Contributes to the development of organisational methods and standards for user research.
User research: Level 6
Sets the overall vision and direction for user research activities.
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.