Microsoft User Research
Elevating User Experience Research at one of the largest and most influential tech companies
PROJECT OVERVIEW
Coached and advised User Experience Research (UXR) leaders at Microsoft to transform from a reactive support function to a proactive strategic partner. Worked with and empowered leaders toward executive influence and establishing foundational research practices as a driver of inclusive, customer-centric innovation.
THE CHALLENGE
UXR at Microsoft historically operated as a reactive support function, struggling to establish equal footing alongside Engineering and Design. This imbalance left research teams marginalized, with limited influence in strategic decision-making. Organizational restructuring and layoffs further destabilized UR, significantly downsizing teams and exacerbating morale and clarity issues.
Microsoft sought to transform UXR into a proactive, strategic partner capable of driving foundational insights into product design and decision-making.
THE WORK: Coaching and Workshops
Through a blend of one-on-one coaching and collaborative workshops, the focus centered on four key areas: strategic alignment, leadership influence, emotional resilience, and team cohesion.
Coaching Focus - Each leader received tailored coaching to clarify their roles, better manage emotional labor, prioritize effectively, and develop confidence in influencing senior executives. Leaders gained tools to lead in a high-pressure, constantly shifting environment.
Collaborative Workshops - Workshops engaged the broader UXR team, emphasizing skills in storytelling, communication, and innovative research methodologies.
THE IMPACT:
Key outcomes included fostering a shared understanding of UXR’s strategic role, developing leadership team agreements for smoother collaboration, and building a centralized research structure under a supportive, visionary leader. The coaching and workshops catalyzed progress in UXR techniques, prioritizing persuasive storytelling and enhancing organizational influence:
Leadership Growth- Leaders gained strategic clarity, advancing their ability to navigate internal politics, manage teams, and advocate for their work at the executive level. This resulted in promotions and nominations for prestigious fellowships.
Team Empowerment - The UXR team strengthened collaboration, delegation, and role clarity, creating more cohesive and higher-performing teams.
Organizational Evolution- Leaders gained confidence to advocate for centralizing and integrating UXR functions, resulting in increased influence. This alignment positioned UXR as a vital component in delivering innovative, customer-driven solutions.
