Product – Richard, Senior User Researcher

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

Portrait of Richard

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. 

Research skills are incredibly transferrable. I’ve hopped around several research disciplines in my career, and I 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

I was the user researcher in the team who redesigned the debt advice section of the Citizens Advice website. The % of users who found the advice helpful grew from 48% to 86%. The content is used by around 300,000 people a year, so that’s an extra 114,000 people finding the advice helpful every year. To have played my part in helping people navigate one of the most stressful situations you could imagine is something that I’m really proud of. 

 

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. 

 

Why did you choose this company?

 

Which? stands up for what is right for the consumer. This can be as simple as reviewing every day products to help raise overall standards, through to mounting legal challenges against companies that are harming consumers the most. There is substance to our vision and what we're trying to achieve to help make society a better place to live.


The work life balance is great. I need to do school runs and the flexible / hybrid working means I can do it without worrying. It makes me more motivated and want to work harder because I have this flexibility.


Direction of product and tech. It's a huge challenge to transform lots of legacy technology, but this is what Which? is going through right now. I truly think that over the coming years, Which? is going to be one of the companies leading and innovating in this space.

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