Before I talk with users, launch a survey or usability study, I spend time figuring out what questions are worth asking. The research questions shape everything downstream, so I work with stakeholders to understand what we need to learn. From there we can start thinking about participant demographics and planning the study.

After meeting with stakeholders and identifying participant demographics, I select research methods based on the discussions I had with stakeholders. Sometimes that means moderated interviews, unmoderated usability testing, card sorting or a it could mean something else, like a survey. Regardless of the chosen research methodologies, the methods always follow the business needs and research questions.

I conduct research: qualitative, quantitative or both (mixed methods). Some of the research methodlogies I use regularly include participant interviews, usability testing, surveys and focus groups. I listen carefully to what people say but also pay close attention to what they actually do. Those two things are often very different, and the gap between them is usually where we can identify the most useful insights.

I go through everything I heard and observed and look for patterns that repeat across participants. Individual stories are interesting but patterns that repeat across sessions is most meaningful.

I write recommendations that are direct, specific, and grounded in evidence. My goal is to produce a document for the people who have to make business or design decisions and who need to know exactly what the research says, what it means, and how the information can help them in their work.