Product – Richard, Senior User Researcher

Learn more about working in Product and why Which? is a great place to work and progress your career.

Current position

Senior User Researcher in Product & Technology.

My team does research to understand the goals, needs, expectations and experience of our users. We use that insight to design solutions that solve real problems, are a delight to use, and drive value for the business. If you’re designing products or services and not doing user research, you’re guessing, and that’s a very risky game to play!

 

Key experience

I’ve been at Which for nearly 2 years. Before working for Which? I was at Citizens Advice for almost 10 years. I started as a volunteer, then worked in policy research, impact and evaluation, and I’ve been doing user research for 6 years now. 

I’ve hopped around several research disciplines in my career, and have found all of them fascinating. I’ve picked up lots of varied skills in the process, and worked with some really inspirational people. I also love seeing other people develop and find new ways to apply their research skills over time. Research teams are better when they’re made up of people with diverse experiences.

 

 

Motivation for working at Which?

I need to care about the cause, and know that my work matters. It’s my number 1 priority when looking for any job. The fact that all of the money Which? makes goes towards making life simpler, fairer and safer for consumers really struck a chord with me. The fact that consumers are at the heart of the organisation is what motivates me to do a great job. 

 

Greatest achievement

Having come from a user research team of 15 in my last role, when I arrived at Which?, there hadn't been a user research team for over a year. I had the opportunity to show leadership in helping to build up the foundations of the discipline - quite a new challenge for me. We're now a thriving team, and user research is right at the heart of how we make decisions in product and technology. I feel really proud of playing my part in that. 

 

Top Advice

Have a positive feedback doc. A friend gave me this advice years ago and it was a game-changer.

Every time you get positive feedback from anyone at work - no matter how small - add it to a doc that’s just for you. It soon builds up! Whenever you’re having a moment of self doubt (we all have them), force yourself to look at the doc, and remind yourself of all of the great things people say about you and your work. It can seem a bit weird and immodest at first, but I promise it makes such a difference. 

 

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