UXR Dialogues: Carly Hines @PlayStation

It’s been a privilege to know some of the brilliant minds in the field of User Experience Research and in this new blog series, I’m thrilled to introduce you to them and the invaluable insights they bring to the table.

Carly Hines is a Senior UX Researcher, with 8+ years of experience, currently making her mark at PlayStation. In this role, she’s dedicated to enhancing the player experience for various games, including the renowned MLB The Show franchise.

In this conversation, we get to know a bit about her and her experience as a UX Researcher in the gaming industry.

UX in the Gaming World

Carly highlights the uniqueness of UX research in the gaming world where unlike products used out of necessity, games are chosen for pure entertainment.

What key distinctions and commonalities have you discovered in your role as a UX researcher when working on gaming products compared to others?

One of the reasons why I love working in UX in the games industry specifically is that I get to work on products that users play for fun, as a release from their everyday stresses. Unlike a product that a user is interacting with out of necessity (e.g., to complete some specific task), users are typically choosing to interact with a game entirely for entertainment. From a research perspective, that means that we get to explore so many different types of questions aside from pure usability or functionality — questions of fun, challenge, storytelling, progression, and so much more. That being said, the basic methods and principles behind running reliable and impactful research remain the same as with any other product or industry.

Personal Practices for Success: Ask Questions

A simple yet effective approach that has been a driving force in her career is the power of asking questions.

As someone deeply involved in understanding user behavior, can you share a habit or practice from your personal life that you believe contributes to your success as a UX researcher?

Asking questions. This is a simple answer, but it’s the main one that comes to mind for me. I’ve always been driven by a desire to ask a lot of questions and understand why things and people are the way they are (it’s no wonder I became a UX Researcher). Initially, I did this just to satisfy my own curiosity and learn, but over time I’ve realized that asking questions is also an incredibly powerful tool for building strong relationships, as it allows others to feel heard and share their experiences, knowledge, and perspectives. In both my personal and professional life, I try to solve problems and navigate conflict by always starting with asking questions.

Strategies to Demonstrate the Value of Research

Demonstrating the value of UX Research continues to be of importance in evolving organizations. Carly shares some of her wisdom on how to integrate research seamlessly into the development process.

Given the evolving recognition of UX Research, is there still a need to demonstrate its value, and if so, what strategies or advice do you have for effectively showcasing the importance of UX Research in the design process?

YES! Whether you’re the first researcher in a company or a part of a well-seasoned team, organizations are constantly shifting with new people, products, and processes, which makes continuing to demonstrate the value of UX Research extremely important. Without people around you who believe in its value, it can be hard to get the budget or resources needed to run research, let alone for that research to actually have any tangible impact on the product.

A few of the most effective strategies I’ve found include…

• Start Small & Compromise: If you don’t have the resources or the buy-in yet to run all of the research you want to be running, find ways to start small that will still showcase your value. Use internal participants for a study, offer a heuristic review, or apply existing research to a current problem. It may not be ideal, but view it as a stepping stone to start creating leverage.
• Focus on Building Relationships: Identify who the key decision-makers are, and start building relationships. Ask questions, understand and empathize with their issues, and make an effort to immerse yourself in the product and team. Simply being a person that they trust will innately give your requests and/or suggestions more power.
• Identify Ways to Measure ROI (Return On Investment): Telling someone about the value of research can only go so far, but it’s difficult to argue with real metrics. By tracking research findings and implemented solutions, you can estimate returns such as increased user engagement, increased perception, or decreased development costs, and use these to help make your case.
• Be Patient: It won’t happen overnight. It’s a gradual and messy process that can often feel like two steps forward, and one step back. Celebrate the small wins along the way and remain persistent.

Recharging After Research: Finding Your Personal Balance

After a day filled with research, Carly unwinds by playing music on her piano and flute. Her guilty pleasure? Binge-watching reality TV with a snack in hand.

After a day spent deeply immersed in user studies and research, how do you unwind and recharge?

Playing music (I play the piano and flute) is always a good stress reliever for me. Aside from that, my number one guilty pleasure is reality television… so honestly, after a long day of research, sometimes there’s nothing I look forward to more than grabbing a snack and turning on the newest episode of Survivor or The Bachelor!

Advice for Aspiring UXers

Many of the readers may be aspiring UX researchers or designers. What advice do you have for those looking to excel in this field and make a meaningful impact on user experiences?

If I could rewind and give myself some advice at the start of my career journey it would be this:

• Don’t be afraid to reach out to more experienced UX researchers or designers in the field to learn and network. People are more willing to talk and share their experiences than you might realize.
• Be flexible and open to finding your passion and niche. It may not be what you originally expected (in fact, you might not even know it exists yet!).
• Know that even the most accomplished people have probably suffered from imposter syndrome at one point or another. You are not expected to know everything from the beginning!

That’s all for now, folks!

As I continue this journey through the dynamic world of UX Research, I eagerly look forward to more captivating conversations with experts in this series, sharing the wisdom, experiences, and stories that shape the field of user-centered design.