How to Handle a Difficult UX Researcher Who’s Underperforming

By Philip Burgess – UX Research Leader

UX research is a cornerstone of user-centered design—but what happens when the researcher themselves becomes a source of friction? Whether it’s missed deadlines, poor collaboration, or low-quality insights, an underperforming UX researcher can stall product momentum and erode team trust.

Here’s how to navigate this delicate situation with clarity, empathy, and impact.

Step 1: Diagnose the Root Cause

Before jumping to conclusions, investigate what’s really going on:

• Is the researcher overwhelmed or burned out?

• Are expectations unclear or misaligned?

• Is there a mismatch between their skills and the role?

Use one-on-one conversations to uncover blockers. Sometimes what looks like underperformance is actually a symptom of poor onboarding, lack of support, or unclear goals.

Step 2: Clarify Expectations and Define Success

Underperformance often stems from ambiguity. Reset the foundation by:

• Reaffirming the team’s mission and the researcher’s role within it

• Defining what “good” looks like—timely studies, actionable insights, stakeholder engagement

• Setting short-term goals with measurable outcomes

This gives the researcher a clear path forward and removes guesswork.

Step 3: Provide Constructive Feedback Early and Often

Don’t wait for performance reviews. Use regular check-ins to:

• Share specific examples of what’s not working

• Offer guidance on how to improve (e.g., better synthesis, clearer reporting)

• Reinforce what they’re doing well

Frame feedback as a partnership, not punishment. The goal is growth, not blame.

Step 4: Offer Support and Coaching

If the researcher is open to improvement, invest in their success:

• Pair them with a mentor or senior researcher

• Recommend workshops or training in areas they’re struggling with

• Encourage shadowing sessions to observe best practices

Sometimes a little scaffolding unlocks big potential.

Step 5: Know When to Escalate

If performance doesn’t improve despite support:

• Document the issues and interventions

• Loop in HR or leadership for formal performance management

• Be prepared to make tough decisions if the role is no longer a fit

Protecting team health and product quality may require letting go.

Final Thought: Lead with Empathy, Act with Clarity

Managing a difficult UX researcher is never easy—but it’s a chance to lead with integrity. By combining empathy with accountability, you can either help someone thrive or make space for someone who will.