User research focuses on understanding user behaviors, needs and motivations through interviews, surveys, usability evaluations and other forms of feedback methodologies.^[1] It is used to understand how people interact with products and evaluate whether design solutions meet their needs.^[2] This field of research aims at improving the user experience (UX) of products, services, or processes^[3] by incorporating experimental and observational research^[4] methods to guide the design, development, and refinement of a product. User research is used to improve a multitude of products like websites, mobile phones, medical devices, banking, government services and many more. It is an iterative process that can be used at anytime during product development and is a core part of user-centered design.^[5]

Data from users can be used to identify a problem for which solutions may be proposed. From these proposals, design solutions are prototyped and then tested with the target user group even before launching the product in the market. This process is repeated as many times as necessary.^[6] After the product is launched in the market, user research can also be used to understand how to improve it or create a new solution. User research also helps to uncover problems faced by users when they interact with a product and turn them into actionable insights. User research is beneficial in all stages of product development from ideation to market release.^[7]

Mike Kuniavsky further notes that it is "the process of understanding the impact of design on an audience." The types of user research you can or should perform will depend on the type of site, system or app you are developing, your timeline, and your environment.^[1] Professionals who practice user research often use the job title 'user researcher'. User researchers are becoming very common especially in the digital and service industries, even in the government.^[8] User researchers often work alongside designers, engineers, and programmers in all stages of product development.

With respect to user research in the field of design, research is typically approached with an empathetic perspective in order to humanize data collected about people. This method can also be referred to a human-centred approach to problem-solving. User researcher aims to uncover the barriers or frustrations users face as they interact with products, services, or systems. A unique facet of user research is the brand of user experience (UX) research which focuses on the feelings, thoughts, and situations users go through as they interact with products, services, and systems. Many businesses focus on creating enjoyable experiences for their users; however, not including users in their development process can result in failed products.^[9] Involving users in the development process helps design better products, adapt products to change in behaviors and needs, and design the right products and desirable experiences for the users.^[9] User research helps businesses and organizations improve their products and services by helping them better understand:^[9]

• Who their users are;
• What their users are trying to achieve/ what their needs are;
• How do their users currently try to do things, and what are the current pain points;
• What is the best way to help users achieve their tasks.

There are various benefits to conducting user research more than just designing better products and services. Understanding what people want before releasing products in the market will help save money.^[9] Additionally, user research helps to gather data that can help influence stakeholders' decisions based on evidence and not opinions.

User research is interrelated with the field of design. In many cases, someone working in the field can take on both roles of researcher and designer. Alternatively, these roles may also be separated and teams of designers and researchers must collaborate through their projects.^[10] User research is commonly used in:

• Software Development
• User experience Design

There is pure and applied research, user research utilizes applied research to make better products. There are many ways of classifying research, Erika Hall in her book 'Just Enough Research' mentions four ways of classifying user research.^[5]

The user research process follows a traditional iterative design approach that is common to user-centered design and design thinking.^[14] User research can be applied anywhere in the design cycle. Typically software projects start conducting user research at the requirement gathering stage to involve users right from the start of the projects. There are various design models that can be used in an organization, they includeA wide range of research methods are used in the field of user research. The Nielsen Norman group has provided a framework to better understand when to use which method, it is helpful to view them along a 3-dimensional framework with the following axes:^[15]

• Attitudinal vs. behavioral: This distinction is the contrast between what people say and what people do. Attitudinal research is used to study users' perceptions, beliefs, opinions and what they think about a certain product or problem.^[15] Whereas, behavioral research measures how people really use a product. Interview studies, focus groups, surveys and diary studies often measure attitudes. Some usability studies that look how people use products can fall under behavioral research. Web analytics and click rates provide a good behavioral measure.^[16]
• Qualitative vs. quantitative: Qualitative research help generate data by asking users about their attitudes through open ended questions via surveys, interviews, and observing behaviors directly.^[15] Quantitative research aims to measure attitudes and behaviors via surveys and analytics. The contrast lies in the ability to analyze data, quantitative research typically use mathematical analysis where the instrument of data collection gathers data that can be coded numerically whereas in qualitative research analysis is not mathematical. Affinity diagraming, thematic analysis, grounded theory, are some commonly used qualitative analysis methods.^[15][17]
• Context of use: This describes how participants are using the product in question and whether they are using it in the first place. Products can be used in a natural or near natural setting where there is minimum interference from the researchers and this method provides data with great validity but lacks the ability to ask clarifying questions to users. Scripted use of the product are typically used in lab based or usability studies where the goal is to test or know about very specific aspects of the product.^[15] Some exploratory studies like interviews are done when a product does not exist yet or users' perception about a product is gathered when the product in question is not in use.^[15]

In 2018, a group of like-minded professionals in the user research industry called the ResearchOps Community defined a new practice called Research Ops to operationalize user research practice in companies.^[27] ResearchOps is similar to DevOps, DesignOps and SalesOps where the goal is to support practitioners by removing some operational tasks from their daily work.^[28] The goal of ResearchOps is to enable researchers be efficient in their roles by saving time taken for data collection and processing data for analysis. ResearchOps aims to support researchers in all facets of user research starting from planning, conducting, analyzing, and maintaining user research data.^[29] The ResearchOps Community defines it as the people, mechanisms, and strategies that set user research in motion - providing the roles, tools and processes needed to support researchers in delivering and scaling the impact of the craft across an organization.^[27] ResearchOps focuses on standardizing research methods across the organization, providing support documentation like scripts, templates, consent forms, etc, to ensure quick application of research, managing participants and recruitment in studies, providing governance, having oversight of research ethics, ensuring research insights are accessible to the organization.^[28][27]

In private companies there are no clear regulations and ethics committee approval when conducting user research, unlike academic research.^[30][31] In 2014, facebook conducted an emotional contagion experiment where they manipulated the newsfeed of 689,000 users by showing either positive or negative content than the average user.^[32][33][34] The experiment lasted for a week and facebook found out that users who were shown positive posts posted more positive content and the users who were shown negative posts posted more sadder content than previously.^[30] This study was criticized because the users were not presented with an informed consent and were unaware that they were a part of the experiment.^[34] However, this study seemed to be legal under facebook's terms and conditions because facebook's users relinquish the use of their data for data analysis, testing and research.^[33] The criticism was mainly due to the manipulative nature of the study, harm caused to the participants who were shown negative content and a lack of explicit informed consent.^[32] Since then, facebook has an Institutional review board (IRB), however, not all studies undergo an ethics approval.^[35]

User Researcher often gather and analyze data from their users, however, such activity does not fall under the legal definition of research according to the U.S. Department of Health and Human Services' requirements for common rule (46.102.l).^[36] According to them, the legal definition of research is a "systematic investigation, including research development, testing, and evaluation, designed to develop or contribute to generalizable knowledge".^[36] Most of the user research studies do not contribute to generalizable knowledge but companies use the data to improve their products and offerings.^[31] Design research organizations like IDEO have compiled a guidebook for conducting ethical design research.^[37] Their principles are Respect for users, Responsibility to protect peoples' interests, Honesty in truthful and timely communication.^[37] However, there is no official framework or process that exists for ethical approval of user research in companies.^[38]

• Customer experience
• Human factors
• Human–computer interaction
• Interaction design
• Service design
• Usability
• User experience design
• User experience evaluation
• User interface
• User-centered design
• Voice of the customer
• Design thinking