How to Serve First: Putting Your UX Researchers’ Needs Before Your Own

Philip Burgess
Aug 17
2 min read

Updated: Oct 26

By Philip Burgess - UX Research Leader

Leadership isn’t about being in charge. It’s about taking care of those in your charge. In UX research, this means shifting from directing to empowering—serving first, so your team can thrive.

Why “Serve First” Matters in UX Research

UX researchers are the heartbeat of user-centered design. They navigate ambiguity, advocate for users, and translate insights into impact. But too often, they’re asked to deliver without being supported. That’s where servant leadership flips the script.

Serving first means:

Prioritizing your researchers’ growth, clarity, and confidence.
Creating systems that reduce friction and amplify their voice.
Modeling humility, curiosity, and trust.

Common Pitfalls of “Lead First” Thinking

Even well-intentioned leaders can fall into traps:

Overloading with requests before aligning on goals.
Micromanaging methods instead of trusting expertise.
Centering leadership wins over team development.

These behaviors erode trust and stifle innovation. Researchers become executors, not collaborators.

How to Serve First: Practical Strategies

Here’s how to shift from leading to serving—without losing strategic direction.

1. Start with Listening, Not Planning

Before setting roadmaps, ask:

What do you need to succeed?
What’s unclear or frustrating right now?
Where do you want to grow?

Use these insights to shape priorities. Your roadmap should reflect their realities.

2. Build Operational Safety Nets

Empower researchers by removing barriers:

Create templates, playbooks, and intake forms.
Standardize stakeholder engagement processes.
Offer flexible timelines that respect research depth.

Operational clarity is a form of care.

3. Mentor Through Questions, Not Answers

Instead of prescribing solutions, ask:

What tradeoffs are you considering?
How might this approach scale?
What would you do if you had full autonomy?

This builds strategic muscle and confidence.

4. Celebrate Invisible Wins

Not all impact is flashy. Recognize:

Quiet stakeholder alignment.
Methodological rigor.
Ethical decision-making.

When researchers feel seen, they show up stronger.

5. Advocate Behind the Scenes

Use your influence to:

Protect research scope from scope creep.
Push for budget and headcount.
Elevate their work in executive forums.

Serving isn’t passive—it’s fiercely protective.

The Ripple Effect of Serving First

When you serve first:

Researchers feel safe to take risks.
Teams become more resilient and autonomous.
Insights deepen, and impact multiplies.

You stop being the bottleneck—and start being the backbone.

Final Thought

Serving first isn’t about stepping back. It’s about stepping up—into a role that centers others, builds trust, and unlocks potential. In UX research, that’s not just good leadership. It’s transformational.

Philip Burgess | philipburgess.net | phil@philipburgess.net