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User researcher

Find out what a user researcher in government does and the skills you need to do the job at each level.

Published 7 January 2020

What a user researcher does

User researchers plan, design and carry out research activities with users that help teams get a deep understanding of the people that use government services. This research informs policy, proposition, service, content and interaction design so that services work well for users and achieve policy intent.

User researcher role levels

There are 6 user researcher role levels, from associate user researcher to head of user research.

The typical responsibilities and skills for each role level are described in the sections below. You can use this to identify the skills you need to progress in your career, or simply to learn more about each role in the Government Digital and Data profession.

1. Associate user researcher

As a trainee in an entry-level role, working with more experienced user researchers, you will need to have an understanding of the role and show potential, although you will need guidance and training to produce good work and develop your skills.

This role level is often performed at the Civil Service job grade of:

  • AO (Administrative Officer)
  • EO (Executive Officer)
Skill Description

Analysis and synthesis

Level: awareness

Awareness is the first of 4 ascending skill levels

You can:

  • show an awareness of the need for careful analysis of research data to produce clear findings

Inclusive research

Level: awareness

Awareness is the first of 4 ascending skill levels

You can:

  • demonstrate some awareness of the diversity of users of government services and the need to make government services usable and accessible for everyone

Research

Level: awareness

Awareness is the first of 4 ascending skill levels

You can:

  • show some understanding of basic user research methods

Society and technology

Level: awareness

Awareness is the first of 4 ascending skill levels

You can:

  • show an awareness of the social and technological context of government services
  • understand the importance of understanding the life and work of users to design and deliver effective services

Strategic insight

Level: awareness

Awareness is the first of 4 ascending skill levels

You can:

  • show an awareness of the need to align user research with team goals to support decision making and action

Technical understanding (user-centred design)

Level: awareness

Awareness is the first of 4 ascending skill levels

You can:

  • demonstrate some knowledge of the technologies and roles within a digital team

User-centred and Agile practices

Level: awareness

Awareness is the first of 4 ascending skill levels

You can:

  • show some understanding of user-centred service design and delivery practices

2. Junior user researcher

A junior user researcher is embedded in a multidisciplinary team to carry out user research activities.

At this role level, you will:

  • have some practical experience but need regular guidance and training to produce your best work and develop your skills
  • work in combination with a more senior user researcher

This role level is often performed at the Civil Service job grade of:

  • EO (Executive Officer)
  • HEO (Higher Executive Officer)
Skill Description

Analysis and synthesis

Level: working

Working is the second of 4 ascending skill levels

You can:

  • understand how to apply basic techniques for the analysis of research data and synthesis of findings
  • effectively involve your team in analysis and synthesis
  • present clear findings that colleagues can understand and use

Inclusive research

Level: awareness

Awareness is the first of 4 ascending skill levels

You can:

  • demonstrate some awareness of the diversity of users of government services and the need to make government services usable and accessible for everyone

Research

Level: working

Working is the second of 4 ascending skill levels

You can:

  • understand and demonstrate experience in basic user research methods
  • understand when to use these methods and how to apply them correctly
  • effectively involve your team in research activities

Society and technology

Level: awareness

Awareness is the first of 4 ascending skill levels

You can:

  • show an awareness of the social and technological context of government services
  • understand the importance of understanding the life and work of users to design and deliver effective services

Strategic insight

Level: awareness

Awareness is the first of 4 ascending skill levels

You can:

  • show an awareness of the need to align user research with team goals to support decision making and action

Technical understanding (user-centred design)

Level: awareness

Awareness is the first of 4 ascending skill levels

You can:

  • demonstrate some knowledge of the technologies and roles within a digital team

User-centred and Agile practices

Level: awareness

Awareness is the first of 4 ascending skill levels

You can:

  • show some understanding of user-centred service design and delivery practices

3. User researcher

A user researcher is usually embedded in a multidisciplinary team and responsible for planning and carrying out user research activities. At this level, you will be expected to work independently on a team.

This role level is often performed at the Civil Service job grade of:

  • HEO (Higher Executive Officer)
  • SEO (Senior Executive Officer)
Skill Description

Analysis and synthesis

Level: working

Working is the second of 4 ascending skill levels

You can:

  • understand how to apply basic techniques for the analysis of research data and synthesis of findings
  • effectively involve your team in analysis and synthesis
  • present clear findings that colleagues can understand and use

Inclusive research

Level: working

Working is the second of 4 ascending skill levels

You can:

  • understand the diversity of users of government services and the need to make services usable and accessible for everyone
  • work with colleagues to include many kinds of users in appropriate research activities

Research

Level: working

Working is the second of 4 ascending skill levels

You can:

  • understand and demonstrate experience in basic user research methods
  • understand when to use these methods and how to apply them correctly
  • effectively involve your team in research activities

Society and technology

Level: working

Working is the second of 4 ascending skill levels

You can:

  • understand the social and technological context of government services
  • align user research activities to help your team understand changing user behaviour

Strategic insight

Level: working

Working is the second of 4 ascending skill levels

You can:

  • understand what problem the team is trying to solve
  • align user research activities to inform decision making and action

Technical understanding (user-centred design)

Level: working

Working is the second of 4 ascending skill levels

You can:

  • demonstrate some knowledge of the technologies used to build and operate digital services
  • understand the different technical roles in a digital team

User-centred and Agile practices

Level: working

Working is the second of 4 ascending skill levels

You can:

  • understand and demonstrate experience in a range of user-centred practices
  • effectively work with colleagues to plan and do continuous user research in a multidisciplinary team

4. Senior user researcher

A senior user researcher is an experienced practitioner who can plan and lead user research activities in larger teams and on more complex services.

At this role level, you will:

  • build user-centred practices in new teams
  • align user research activities with wider plans to inform a service proposition
  • supervise and develop other user researchers to assure and improve research practice

This role level is often performed at the Civil Service job grade of:

  • SEO (Senior Executive Officer)
  • G7 (Grade 7)
Skill Description

Analysis and synthesis

Level: practitioner

Practitioner is the third of 4 ascending skill levels

You can:

  • understand and help teams to apply a range of methods to analyse research data and synthesise findings
  • effectively engage sceptical colleagues in analysis and synthesis
  • advise on the choice and application of techniques, and can critique colleagues’ findings to assure best practice

Inclusive research

Level: practitioner

Practitioner is the third of 4 ascending skill levels

You can:

  • help teams understand the diversity of users of government services
  • effectively include all kinds of users in appropriate research activities
  • advocate inclusive practices and help teams design and deliver accessible services that work for all users

Research

Level: practitioner

Practitioner is the third of 4 ascending skill levels

You can:

  • demonstrate experience in a wide range of user research methods, and can help teams to adopt them
  • plan user research for services with challenging user needs and complex user journeys
  • advise colleagues on the choice and application of research methods to assure best practice

Society and technology

Level: working

Working is the second of 4 ascending skill levels

You can:

  • understand the social and technological context of government services
  • align user research activities to help your team understand changing user behaviour

Strategic insight

Level: working

Working is the second of 4 ascending skill levels

You can:

  • understand what problem the team is trying to solve
  • align user research activities to inform decision making and action

Technical understanding (user-centred design)

Level: practitioner

Practitioner is the third of 4 ascending skill levels

You can:

  • demonstrate knowledge of the technologies used to build and operate digital services
  • collaborate closely with colleagues in different digital disciplines

User-centred and Agile practices

Level: practitioner

Practitioner is the third of 4 ascending skill levels

You can:

  • understand and demonstrate experience in a range of user-centred practices
  • help inexperienced teams adopt user-centred practices and embed them into their Agile workflow
  • advocate user research, and engage sceptical colleagues and stakeholders

5. Lead user researcher

A lead user researcher is an expert practitioner, leading and aligning user research activities across several teams.

At this role level, you will:

  • ensure that teams take a user-centred, evidence-based approach to service design and delivery
  • develop and assure good user research practice

This role level is often performed at the Civil Service job grade of:

  • G7 (Grade 7)
  • G6 (Grade 6)
Skill Description

Analysis and synthesis

Level: expert

Expert is the fourth of 4 ascending skill levels

You can:

  • help an organisation to adopt a wide range of analysis and synthesis techniques, and to continually assure, improve and innovate their practices to generate clear and valuable findings

Inclusive research

Level: practitioner

Practitioner is the third of 4 ascending skill levels

You can:

  • help teams understand the diversity of users of government services
  • effectively include all kinds of users in appropriate research activities
  • advocate inclusive practices and help teams design and deliver accessible services that work for all users

Research

Level: expert

Expert is the fourth of 4 ascending skill levels

You can:

  • help an organisation adopt a wide range of user research methods
  • lead a community of practice to help an organisation continually assure, improve and innovate their user research

Society and technology

Level: practitioner

Practitioner is the third of 4 ascending skill levels

You can:

  • help teams understand the ways that digital technology is changing user behaviour, and the challenges and opportunities for the design and delivery of government services

Strategic insight

Level: practitioner

Practitioner is the third of 4 ascending skill levels

You can:

  • understand organisational goals and challenges
  • align research activities across teams to inform policy and proposition

Technical understanding (user-centred design)

Level: practitioner

Practitioner is the third of 4 ascending skill levels

You can:

  • demonstrate knowledge of the technologies used to build and operate digital services
  • collaborate closely with colleagues in different digital disciplines

User-centred and Agile practices

Level: practitioner

Practitioner is the third of 4 ascending skill levels

You can:

  • understand and demonstrate experience in a range of user-centred practices
  • help inexperienced teams adopt user-centred practices and embed them into their Agile workflow
  • advocate user research, and engage sceptical colleagues and stakeholders

6. Head of user research

A head of user research leads user researchers in an organisation and attracts and builds talent.

At this role level, you will:

  • be an expert practitioner who can define and assure best practice
  • influence organisational strategy and priorities
  • collaborate with colleagues across government

This role level is often performed at the Civil Service job grade of:

  • G7 (Grade 7)
  • G6 (Grade 6)
Skill Description

Analysis and synthesis

Level: expert

Expert is the fourth of 4 ascending skill levels

You can:

  • help an organisation to adopt a wide range of analysis and synthesis techniques, and to continually assure, improve and innovate their practices to generate clear and valuable findings

Inclusive research

Level: expert

Expert is the fourth of 4 ascending skill levels

You can:

  • help organisations understand the diversity of users of government services
  • guide organisations to adopt inclusive practices and apply what they learn to design and deliver accessible services that work for all users

Research

Level: expert

Expert is the fourth of 4 ascending skill levels

You can:

  • help an organisation adopt a wide range of user research methods
  • lead a community of practice to help an organisation continually assure, improve and innovate their user research

Society and technology

Level: expert

Expert is the fourth of 4 ascending skill levels

You can:

  • align user research activities to help the organisation understand changing user behaviour, and the challenges and opportunities for government policy and service proposition

Strategic insight

Level: expert

Expert is the fourth of 4 ascending skill levels

You can:

  • understand organisational strategy and objectives
  • align research activities across the organisation to create strategic insights
  • align wider research activities at a departmental and cross-government level

Technical understanding (user-centred design)

Level: practitioner

Practitioner is the third of 4 ascending skill levels

You can:

  • demonstrate knowledge of the technologies used to build and operate digital services
  • collaborate closely with colleagues in different digital disciplines

User-centred and Agile practices

Level: expert

Expert is the fourth of 4 ascending skill levels

You can:

  • understand and demonstrate extensive experience in a range of user-centred and Agile approaches
  • help government organisations adopt user-centred practices and embed them into Agile service design and delivery
  • effectively advocate for user research across an organisation
Role Shared skills
Technical writer

Technical understanding (user-centred design)