20 Years in UX Research — Why People Come Before Process

By Philip Burgess – UX Research Leader

In two decades of UX research, I’ve used every method in the book—interviews, usability testing, surveys, field studies, analytics reviews, card sorts, and more. I’ve worked with cutting-edge tools, followed detailed frameworks, and built structured processes to ensure quality.

But here’s the truth: process doesn’t matter if you don’t put people first.

I’ve seen brilliant research fall flat because the team didn’t trust the researcher. I’ve also seen bare-bones studies drive massive change because the relationships were strong, the empathy was genuine, and the stakeholders felt heard.

Here’s what I’ve learned:

• Listen beyond the words. People often reveal more in tone, pauses, and body language than in their answers.

• Meet stakeholders where they are. A CEO needs the “why” in two sentences. A designer may want to walk through the full data set.

• Earn trust before you need it. Build relationships when things are calm—so they’re strong when you need buy-in during high-stakes decisions.

At the end of the day, tools evolve and processes change, but people remain at the heart of UX. Get the human connection right, and the rest follows.