Carmen Bocanegra – Beyond Extraction: Reframing UX Research Into Long-term Relationships and Strategic Change Management

UX research is more than collecting data and gathering information–it’s a foundational tool to build relationships with people who are impacted by and who develop products and services. Because of this, it can be a method to guide strategic change within our organizations. When we reframe UX research as a pivotal element in building deep connections and trust, we shift research from being transactional to a longer term partnership that is closely aligned with user needs and organizational objectives.

We need to include non-researchers in the research process; this is how we empower teams with diverse viewpoints to develop a holistic understanding of a user ecosystem. Side by side with product managers, engineers, and designers, we continuously learn together, paving a way for a more engaged, informed, and collaborative culture.

This approach not only elevates UX research as a key component of change management—through ongoing alignment, adoption, and adaptation—but also mirrors the internal dynamics necessary for companies facing organizational restructuring, policy updates, and growth challenges.

With practical examples, this session will explore:

• Strategies for involving non-research stakeholders in the UX research process, enhancing cross-functional collaboration.
• Techniques for establishing and maintaining trust and credibility among internal and external team members, and fostering an open communication culture.
• The role of UX research in facilitating organizational change, with actionable insights for applying these principles to internal company transformations.

You will leave this session with some tools to start building lasting relationships through UX research, both within your teams and with users and stakeholders; ultimately supporting meaningful change across product/service development and your organization.