Identity-Informed Approaches to User Research

Reshaping research through self-reflection and challenging biases

By Dr. Kimberly McGee and Jenni Chan, SAP.

In the realm of user research, we often focus on the biases of our participants. But how often do we consider the influence of our own identities and perspectives as researchers? Both are pivotal in shaping the research process and its final outcomes.

Below, we’ll explore the transformative concept of identity-informed research. This new framework acknowledges how the identities, backgrounds, and perspectives of both participants AND researchers play a big role in shaping the research process and results.

Developed as a result of a recent workshop, this approach has the potential to reshape traditional research practices and enrich the research landscape by adding a layer of self-awareness and reflection not typically made explicit or prioritized in the researcher process.

What is identity-informed research?

Identity-informed research surpasses the conventional approach of merely understanding the biases and perspectives of research participants. Instead, it delves into the intricate dynamic between the researchers and the participants, recognizing the profound impact of their respective identities, backgrounds, and viewpoints on every aspect of the research journey.

In this case, researchers actively examine their own identities and biases, understanding how these personal aspects inevitably shape their research practices, from the design of studies to the interpretation of results. This heightened awareness enhances the quality and objectivity of the research process. It is a framework that promotes inclusive and culturally sensitive research and represents a transformative shift that not only improves research quality but also contributes to a more equitable research environment.

Identifying lenses and identities

Earlier this year, our team of researchers embarked on a project that challenged our assumptions and highlighted how our viewpoints influence research. Using an online survey to explore people’s thoughts on a preferred name feature in our product UI, we gained deep insights into how our own backgrounds shaped how we interpreted responses.

When analyzing the data, we experienced something interesting. We were called out by our own biases. We, as advocates for inclusive research and design, may expect that others also share this sentiment towards inclusion. In some survey feedback, negative and even exclusionary sentiments were shared. This was incredibly difficult to us as researchers because we believe in reporting the objective truth, regardless of whether it supports our moral beliefs.

This eye-opening experience compelled us to embrace the multifaceted nature of research, recognizing that diverse lenses contribute to nuanced understanding. While our overarching intent aligned with the company’s goal of building inclusive products, we humbly acknowledged that participants’ beliefs may differ from our own. Thus, we recognized the importance of viewing the data from multiple lenses and perspectives.

Exploring deeper with the Wheel of Social Identity

Our journey analyzing survey data led us to create the unique workshop “How Our Identity and Lenses Impact Research” for our internal design and development community at SAP. This workshop dug into how identities and perspectives impact research. We explored how these factors shape the research process, helping participants grasp this intricate relationship.

To start, we ensured everyone understood the basics of social identity and lenses by exploring the Wheel of Social Identity, which showed how our various identities are interconnected and not fixed categories.

“The Wheel of Social Identity”, adapted from Recipes for Wellbeing

Building upon our exploration of social identity, we ventured into the concept of “lenses.” These lenses, shaped by a rich tapestry of experiences, knowledge, cultural upbringing, social environments, and personal values, profoundly influence every aspect of the research process. From formulating questions to analyzing data, these lenses color our interpretations and guide our approach. It’s essential to recognize that our experiences, culture, and environment, among other factors, mold these lenses, potentially introducing biases and assumptions into our work.

Unveiling the power of self-reflection

Our workshop went beyond the sharing of information; it provided an engaging and transformative journey of self-reflection. Through a hands-on activity, participants had the opportunity to explore the interplay between identities and lenses within hypothetical research scenarios. Concurrently, they engaged in a critical examination of their own lenses and identities while analyzing these scenarios. This dual focus aimed to deepen their understanding of how identities and lenses shape the research process and its outcomes.

In the virtual setting of our workshop, we noticed an interesting transition among participants. Initially, their engagement seemed cautious, marked by brief responses and minimal interaction. However, the dynamic changed as we moved deeper into the hands-on activities. Participants became increasingly vocal and invested in the discussions, exploring the role their identities and lenses play in research. This shift underscored the workshop’s aim: to help attendees recognize how their perspectives and lenses can shape the research process and its outcomes.

Discussing hypothetical scenarios and personas helped participants see how identities and lenses shape research, which ultimately led to improved self-reflection skills. For example, we unpacked a persona called Mei, who presented as having a single marital status. We learned that participants equated this initialy with Mei not having a significant other or not being in a relationship. An intriguing observation was that no one pointed out that ‘marital status’ is not a universal option, given same-sex marriage restrictions in parts of the U.S. and globally.

As we worked through these hypothetical scenarios, participants looked at their own perspectives, backgrounds, and beliefs, and how this can affect the research approach and findings. This exercise led to insightful discussion about the many sides of research and the need to recognize possible biases.

As homework, we also gave participants with the following questions for self-reflection:

• What did you notice about the lenses your group used in our activity?
• Which lenses were not present in your discussion?
• Think about the lenses that might have been missing or were not present. How might those lenses and perspectives have impacted the discussions?

Embracing identity-informed research

To tap into the transformative benefits of identity-informed research, we’ve established the following proactive strategies:

• Engage in self-reflection: Critically examine your identities, biases, and lenses that may influence your research process and outcomes.
• Embrace diversity: Value diverse perspectives and seek out diverse voices and experiences to enhance inclusivity and depth.
• Challenge assumptions: Challenge biases that could emerge during your research journey. Counter these potential biases through techniques like bias bracketing, peer review, and cross-validation.
• Foster open dialogue: Create an inclusive environment for respectful discussions about identities, lenses, and biases. Cultivate a culture of inclusion and active listening.
• Collaborate across teams: Team up with researchers from different backgrounds and disciplines. Embrace the mix of approaches for a richer understanding of your research.
• Seek diverse peer review: Invite feedback from colleagues with diverse perspectives to challenge assumptions and identify potential biases. Embrace diverse viewpoints for more inclusive research outcomes.
• Embrace iterative reflection: Regularly reflect on your research process, decisions, and findings. Consider how your identities and lenses may have influenced various aspects of the research. Develop self-reflective habits to refine your approach and enhance research rigor.

Forging new paths of equity

The concept of identity-informed research is a powerful addition to the research landscape. Rooted in principles of inclusivity, cultural sensitivity, and self-reflection, it aligns with established methodologies like feminist research, intersectionality, and participatory design. These frameworks have illuminated the impact of identities and lenses on research, enriching our understanding of UX research and deepening our ability to provide more inclusive experiences to all.

As we embark on this journey, let’s learn from these frameworks while also blazing new trails. By embracing the intricacies of identities and lenses, we have the potential to revolutionize our research, foster inclusivity, and empower both ourselves and the communities we serve.

Kimberly McGee, PhD, is Equity Strategist on SAP’s Accessibility and Inclusive Design Team. She blends her software development expertise with a passion for diversity, equity, and inclusion. She provides design and development teams with essential guidance for embedding equity and inclusivity into SAP’s software design processes.

Jenni Chan is a User Experience Researcher at SAP with a background in Human Computer Interaction, Design, Psychology, and Fine Art. She is part of the PRIDE@SAP Global leadership team, where she builds learning opportunities and uses her platform to advocate for inclusive practices at work.

Experience matters. Follow our journey as we transform the way we build products for enterprise software on www.sap.com/design.