Summary
User research war stories are stories about contextual user research and the inevitable mishaps that ensue. These stories are in turn bizarre, comic, tragic and generally astonishing. For a practice that is not always well-understood or trusted, there’s pressure for us to only speak to the successes, but examining the human messiness of this work can help develop our skills and our community. Steve Portigal will expand the always-growing collection of user research war stories by bringing three new stories to the Advancing Research stage.
Key Insights
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Researchers often don't recognize a war story while living it; reflection after the fact reveals its significance.
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Sharing war stories helps communicate the value and complexity of qualitative research to stakeholders focused on metrics.
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Writing down war stories as narratives, even without immediate lessons, preserves valuable insights for future reflection.
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The tension between the slow nature of research and the fast pace of business can create pressure but focusing on the human element helps.
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Being present and adaptable during fieldwork is essential because plans frequently change once in the real world.
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Asking about research failures in hiring interviews reveals candidates’ coping strategies and their ability to embrace vulnerability.
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Sharing war stories professionally requires balancing authenticity with maintaining credibility and trust amongst peers.
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Women and people of color may develop unique adaptive skills in research contexts due to their lived experiences of navigating challenges.
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Research is an unpredictable, human-driven activity, far removed from clinical or rigid processes.
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Documenting and sharing war stories builds a shared culture among researchers, emphasizing collective learning and support.
Notable Quotes
"Research is slow and business is fast. We have to be conscious of balancing that."
"I was very conscious of stakeholders watching and the ticking clock, but I had to quiet that and focus on humans."
"Writing war stories down brings back memories you might have buried deep in your research journey."
"There doesn’t have to be a big takeaway; just capture the story and the lesson may come later."
"You don’t know in the moment that something is going to become a war story."
"The richness of mixed methodologies is often lost on those who only value metrics and consistency."
"We’re humans working with other humans. Research is never a perfectly clinical test."
"To share these stories professionally, I needed to show that I couldn’t be lazy—I had to dig deep."
"Some minorities have had to develop flexibility and adaptability, which can be both a burden and a source of power."
"Sharing war stories helps build a culture where imperfect, unpredictable moments are valued and learned from."
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