What Excellence Looks Like in UX Research — From Researcher to Leader to Department
- Philip Burgess
- Aug 28
- 2 min read
By Philip Burgess - UX Research Leader
Excellence in UX Research isn’t just about delivering insights. It’s about raising the craft, influencing decisions, and creating a culture where user understanding is a non-negotiable part of how organizations operate.
After 20+ years leading research teams, I’ve seen the difference between excellence and mediocrity at every level—individual, leadership, and organizational. And the impact is profound.
Excellence at the Researcher Level
Excellence:
Frames research around business outcomes, not just methods.
Crafts hypotheses and objectives that connect strategy with execution.
Delivers insights, not just findings—turning raw data into compelling narratives that spark action.
Balances rigor with pragmatism, selecting methods that provide clarity without slowing progress.
Communicates clearly: simple, structured, actionable.
Non-Excellence:
Executes research as an order-taker, not a strategic partner.
Overemphasizes methods and tools while losing sight of business impact.
Produces decks filled with observations, not meaningful insights.
Creates noise rather than clarity.
Impact: Excellent researchers accelerate decision-making, build trust, and make the value of UX tangible to stakeholders.
Excellence at the UX Research Leader Level
Excellence:
Builds frameworks, processes, and playbooks that scale good practice.
Coaches researchers to grow from executors into influencers.
Connects research impact to organizational priorities—speaking the language of executives.
Advocates for UX without being adversarial; balances user needs with business realities.
Creates a culture of accountability, peer feedback, and craft excellence.
Non-Excellence:
Functions only as a gatekeeper, not a multiplier.
Lacks the ability to translate insights into strategic influence.
Protects the “research bubble” instead of integrating into the broader product ecosystem.
Avoids hard conversations about quality, rigor, and growth.
Impact: Excellent leaders don’t just manage research—they amplify it, ensuring it becomes an indispensable driver of product and business success.
Excellence at the Department Level
Excellence:
Has consistent standards for research plans, reports, and deliverables.
Operates with transparency—knowledge is centralized, reusable, and searchable.
Prioritizes work ruthlessly, aligning limited resources to the highest-value initiatives.
Measures impact (e.g., increased conversions, reduced support calls, higher CSAT) and communicates it effectively.
Attracts and retains top talent by fostering growth, recognition, and belonging.
Non-Excellence:
Works in silos, producing redundant or inconsistent outputs.
Reacts to requests instead of shaping demand strategically.
Lacks visibility of impact, making research appear optional.
Struggles with burnout and turnover because researchers don’t see growth or impact.
Impact: An excellent research department becomes a trusted strategic partner, not a tactical service desk. Its insights shape roadmaps, improve customer experiences, and deliver measurable ROI.
Final Thought
Excellence in UX Research isn’t perfection—it’s consistency, clarity, and connection.
For the researcher: it’s clarity of insights.
For the leader: it’s clarity of direction.
For the department: it’s clarity of value.
When excellence is achieved at all three levels, UX Research transforms from a supporting function into a strategic engine of growth and innovation.
Question for you: In your experience, what separates “good enough” research from truly excellent research?
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