How to Handle a Difficult UX Researcher Who’s Underperforming

By Philip Burgess | UX Research Leader

Managing a UX researcher who is struggling to meet expectations can be challenging. Their role is crucial in shaping user-centered designs, and when performance dips, it affects the entire product team. Addressing this issue requires a clear, thoughtful approach that balances understanding, communication, and accountability. This post offers practical steps to help you navigate this situation effectively.

A UX researcher’s cluttered desk showing notes and laptop

Identify the Root Causes of Underperformance

Before taking any action, understand why the UX researcher is underperforming. Common reasons include:

• Lack of clear goals or expectations

• Insufficient skills or training

• Personal issues affecting work

• Poor communication with the team

• Misalignment with project priorities

  
  

Start with a one-on-one conversation focused on listening. Ask open-ended questions like:

• What challenges are you facing in your current projects?

• Are there resources or support you need to improve your work?

• How do you feel about your role and responsibilities?

  
  

This approach helps uncover obstacles that might not be obvious and shows that you want to support improvement rather than just criticize.

Set Clear Expectations and Measurable Goals

Once you understand the issues, clarify what success looks like. UX research can be subjective, so define specific, measurable goals such as:

• Delivering research reports on time

• Conducting a set number of user interviews per sprint

• Improving the quality of insights based on peer feedback

• Collaborating effectively with designers and product managers

  
  

Document these expectations and review them together. This creates accountability and gives the researcher a clear target to work toward.

Provide Targeted Support and Training

If skill gaps are part of the problem, offer opportunities for growth. This might include:

• Workshops on research methods or data analysis

• Pairing with a senior UX researcher for mentorship

• Access to online courses or conferences

• Regular feedback sessions to track progress

  
  

For example, a researcher struggling with qualitative analysis might benefit from a workshop on coding interview transcripts. Tailoring support to specific needs shows investment in their development.

Foster Open Communication and Collaboration

Difficult behavior often stems from frustration or feeling isolated. Encourage the researcher to share concerns regularly and involve them in team discussions. Some strategies include:

• Weekly check-ins to discuss progress and challenges

• Collaborative planning sessions with designers and product owners

• Creating a safe space for honest feedback without judgment

  
  

This helps build trust and reduces misunderstandings that can lead to conflict or disengagement.

UX research team collaborating around a whiteboard with notes

Address Behavioral Issues Directly and Professionally

If the researcher’s attitude or behavior disrupts the team, address it promptly. Use specific examples and focus on the impact rather than personal traits. For instance:

• “When you miss deadlines, it delays the design process and affects the whole team.”

• “Interrupting others during meetings makes it hard for everyone to contribute.”

  
  

Offer clear guidance on expected professional behavior and consequences if issues persist. Document these conversations to maintain a record.

Monitor Progress and Adjust as Needed

Improvement takes time. Set regular milestones to review the researcher’s performance against the goals. Celebrate small wins to motivate continued effort. If progress stalls, revisit the support plan or consider whether the role fits their strengths.

In some cases, reassignment to a different role or project might be the best solution. This should be a last resort after all support efforts have been exhausted.

Encourage a Growth Mindset

Promote the idea that skills and performance can improve with effort and learning. Share examples of team members who overcame challenges through persistence. This mindset helps reduce defensiveness and encourages the researcher to take ownership of their development.