UX Research Excellence Framework


This framework was conceptualized, implemented and improved in the four years we co-led the UX research team at Uber from the middle of 2016. We were only two members of our amazing extended research leadership team and we all worked together to develop and evolve this framework during those years.

How did we get the framework?

Molly and George at Uber (2017)
The active process to build the UX research excellence framework

#1 Impact — When and Where

A strategy requires that you know what is important, and have ideas about how to prioritize all the important things — both for your teams and people. So it’s the first thing comes into place — the Prioritization Rubrics.

Example prioritization themes you can use
The impact matrix and example projects/methods

#2 Method — Apply Rigor

While we were prioritizing research requests and initiatives at Uber, we paid great attention to the rigor of research methods as well. All over so many research projects in various product areas over years, we found two lenses to assess and select the right research method(s) for a specific problem space. One lens is the Reliability and Validity of a specific method, and the other is the Simplicity and Scalability in how you apply it.

Reliability and validity of a UX research method
UX research methods matrix. Source: https://www.nngroup.com/articles/which-ux-research-methods/

#3 Partnership — Work Together

How we work cross functional partnership journey

Let the Framework Work

In a nutshell, the framework looks like below.



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George Zhang

George Zhang


Sr. Director of UX Research at Course Hero. Formerly Google, Uber, Intel. Received Ph.D in I/O psychology.