Demonstrating the Value of UXR

Honestly? My answer is: "I don’t know," and "It depends." Hear me out.

As a UX professional—whether you're a Researcher or Designer—it can feel exhausting to constantly prove the value of what we do. Before I answer the big question, "Should we fight this or just roll with the punches?" I want to explore some possible reasons why this happens so often. Why do we have to keep defending our role as UXRs?

But first, let’s get one thing straight: If anyone ever questions the value you bring as a UXR, your personal worth remains untouchable. Your job is not who you are. Your work doesn’t define your value. Say it with me: I am not my job. My work is not a reflection of my worth. Alright, let’s continue.

Why Is the Value of UXR Questioned?

Here are a few hypotheses I’ve been thinking about:

1. Hypothesis One: User Experience is appealing to businesses, but it’s often misunderstood.

It’s easy to question the value of something if you bought into it without fully understanding why. UX is no exception.

2. Hypothesis Two: UX research can be seen as expensive—in terms of time, money, and effort.

If decision-makers feel the cost outweighs the benefits, they’re naturally going to need a lot more convincing. Ever heard someone complain that research is taking too long and suggest skipping straight to development? That’s hypothesis two in action.

3. Hypothesis Three: People sometimes believe anyone can do UX Research.

This is loosely tied to the “democratisation” debate in UX communities, and now, with AI-driven research tools, the misunderstanding deepens. It’s a recipe for disaster if not handled well.

What Can We Do About It?

Some of these factors are within our control, and some aren’t. I’ve worked at places where we were introducing the concept of "users" for the very first time, and I’ve worked in highly user-centred organisations. Here’s how I’ve handled the situation in both extremes:

- Before accepting a job offer, go in with your eyes wide open. Ask questions that help you understand how the company views User-Centred Design. A great one to ask is:

What’s the current makeup of your User-Centred Design team?

The number of UX staff compared to the workload can give you a good sense of whether they’re serious about UX or just paying lip service.

- Identify your UXR champions early. Find and recognise the people in your organisation who truly understand the value of user research. They may have seen best practices elsewhere and can advocate for you. It’s even more powerful when a non-UXer vouches for your work—it’s like a glowing testimonial.

- Speak the business language. You need to show—not just tell—decision-makers the value of UX research. That initial “attraction” can turn into something they can’t live without if they see how it helps their bottom line.

So, Should We Fight or Roll with the Punches?

It’s up to you, and it depends on the situation. For me, the fight ends when it affects my mental health and well-being. I’ll advocate for UX as long as I can, but never at the expense of my own health.

Where do you draw the line?