How to Deal with Difficult Stakeholders and Product Owners Who Don’t Value UX Research

By Philip Burgess – UX Research Leader

If you’ve been a UX researcher for any length of time, you’ve likely encountered a stakeholder or product owner who seems uninterested—or even resistant—to UX research. They might see it as a “nice to have” instead of a critical part of product development.

It can be frustrating, but it’s also an opportunity to build trust, demonstrate value, and shift perceptions. Over my 20 years in the field, here’s what I’ve learned about handling these situations.

1. Understand Their Perspective First

Before jumping to defense mode, take the time to learn why they feel the way they do.

• Are they under intense delivery pressure?

• Have they had bad experiences with research in the past?

• Do they believe they already know the user well enough?

Action: Schedule a short conversation where you ask about their priorities, goals, and constraints. This shows respect and sets a collaborative tone.

2. Speak Their Language

If a product owner is focused on revenue, retention, or speed to market, they won’t connect with a pitch about “understanding the user journey” unless you tie it directly to their KPIs.

Action: Frame your insights in terms of business impact—fewer support calls, higher conversion rates, lower churn—not just improved user satisfaction.

3. Start Small and Quick

Long, in-depth studies can be overwhelming for skeptics. Instead, run a small, low-cost, rapid study that delivers a tangible insight in days, not weeks.

Action: Offer a “quick win” usability test or survey to prove the immediate value of research without slowing timelines.

4. Show, Don’t Just Tell

You can argue about opinions all day, but it’s hard to argue with seeing a real user struggle to complete a basic task.

Action: Share short, impactful video clips or direct quotes from users that highlight pain points. A two-minute video can change a skeptic’s mind faster than a 20-slide deck.

5. Involve Them in the Process

When stakeholders participate in research—observing sessions, helping craft questions—they often gain a new appreciation for the process.

Action: Invite them to observe live sessions or participate in debrief discussions. Give them a role so they feel ownership.

6. Build Credibility Through Consistency

Deliver high-quality, actionable, and on-time results—every time. When stakeholders see that your work directly contributes to better decisions, trust grows.

Action: Always follow through with clear, concise reports that tie insights to next steps.

7. Choose Your Battles Wisely

Not every project will be research-driven, and that’s okay. Focus your energy where it can have the most impact, and don’t burn political capital on low-value fights.

Action: Prioritize projects where research can directly influence a critical decision or mitigate high risk.

The Bottom Line

Difficult stakeholders aren’t the enemy—they’re an opportunity to refine your communication, prove your value, and strengthen cross-functional relationships. By listening first, speaking their language, delivering quick wins, and building credibility over time, you can turn skepticism into support.

In the end, your goal isn’t to “win” an argument about research—it’s to build partnerships that result in better products and better outcomes for users and the business.