12.05.2025
Why user research is indispensable
You know your users – and rightly so. Many teams have in-depth process knowledge, technical understanding and experience. But how much is based on direct contact and real observation? How valid are your assessments? Because one thing is clear: if you rely on assumptions, you risk coming up with solutions that don’t meet your needs – with expensive consequences. We show you how user research can uncover these blind spots and thus become your path to practical UX solutions.
One example: In a usability test of software for tax consultants, one user said, “Yes, the functions are all there, and you can find them. But no one works like that.” What seemed logical and complete at first glance did not match the actual workflow at all in everyday life. We experience aha moments like this time and time again. They show us: Without real user contact, many things remain theoretical.
users don’t buy licenses, use software only to a limited extent or bypass digital processes. There are no complaints because the hurdles in everyday life are noticeable, but rarely drastic enough to trigger resistance. The result: opportunity costs, inefficient processes and unused potential – without it being visible at first glance.

What is user research?
User research is the systematic process of analyzing the needs, expectations and behaviors of users. The aim is to design digital products in such a way that they not only do what they are supposed to do, but also feel as if they were made for real people. It is not enough for a function to exist. It must be visible, understandable and connectable at the right moment.
After all, UX is often not just about the “what”, but also about the “how”. Micro-details that are easily lost in everyday project work: a misleading name, the wrong focus, a sequence that seems logical in theory – but completely disrupts the flow in practice.
In a digital world in which people have become accustomed to intuitive and seamless use, user research is a basic prerequisite for acceptance and efficiency. Whether in industry, public administration, medical technology, enterprise solutions or mobility – those who ignore the actual needs of users risk operating errors, inefficiency, high support and training costs and, in the long term, the rejection of digital solutions.
Understanding the problem before solving it
User research is a decisive lever, especially in early project phases. Instead of jumping straight into finding a solution – which is very tempting because it feels productive – the first step is to understand the actual problem. Interviews with users, context analyses and user journeys reveal where things get stuck in everyday life – such as cryptic forms or illogical click paths. These insights are not a delay, they are the foundation of every good solution.
And to be honest, anyone who has ever built a feature that nobody uses later knows how frustrating it is. Even more frustrating? When you could have known – with three interviews in advance.
This is particularly relevant for start-ups, which are once again dependent on the success of their first product.

Empathy creates acceptance
Something that is often underestimated: User research also has an internal impact. When teams see real user behavior – not theoretical, but very concrete, with real voices, real problems – something happens. You start to look at your own product with different eyes. Discussions are less about opinions and more about observable realities.
Especially in organizations where user-centric work is still uncharted territory, these “aha” moments are worth their weight in gold. Because they not only create knowledge, but also attitude. And anyone who has ever seen a user despair over a poorly designed process will think differently about complexity and clarity the next time.
Save costs through early feedback
“We’ll test later.” That sounds reasonable – but it’s not. Late feedback is expensive. If a concept fails after the go-live, the damage has already been done. According to various industry reports and specialist literature (e.g. here), every dollar invested in UX brings a return of between two and one hundred dollars. Testing early means avoiding costly mistakes before they are written into code. A good UX designer will help you to decide which issues are risky, which you should find before you go live, and what you can safely try out.
And to all those who think research costs too much: What does it cost if your employees work with an inefficient user interface every day and lose valuable time in the process? Or if a complex system is so incomprehensible that it causes permanently high support and training costs? What happens if security-critical functions are operated incorrectly – or digital processes are simply bypassed by users because they are too complicated? User research prevents precisely these hidden costs and risks – before they arise.
What happens without user research?
Without user research, you often develop without the target group in mind – and only realize it when the figures don’t add up. Products then do not solve real problems, but only reflect internal assumptions. And the feedback? According to Baymard, 91% of dissatisfied users simply leave a site – they don’t complain, they leave.
That’s a shame. But what’s even worse is that many don’t even realize it. Meanwhile, teams waste resources on functions that nobody needs – and overlook the small but crucial stumbling blocks in the user journey.

How to successfully integrate them into everyday life
User research doesn’t have to be a huge project. Three interviews can provide more clarity than a hundred Jira tickets. Regularly incorporating small research loops – whether with real users or internally – anchors user centricity in the team for the long term. Our Changitors do the same. Joint evaluations of interview excerpts not only promote understanding, but also team spirit. And early testing of wireframes provides quick feedback, even before a single line of code has been written. And those who routinely integrate research into their processes with cleverness do exactly as much research as they need, strengthen quality and user loyalty, save costs and improve the brand image.
So yes – it takes time. But much less than building everything again later.
User research in a regulated environment: mandatory instead of optional
In highly regulated industries such as the medical sector (e.g. medical devices or pharmaceutical software), user research is no longer an optional UX step – it is part of the formal requirements and approval process. Standards such as IEC 62366-1 explicitly stipulate that user safety and usability must be proven through systematic user analyses and tests.
This means that without structured research activities, there is not only a risk of usability problems, but also regulatory hurdles. Those who integrate UX and user research at an early stage not only improve the user experience, but also the approvability of their product.
Conclusion: Research as a lever for success
User research is not an obstacle, but an accelerator. If you understand what users really need, you can design better products – more efficient, more targeted and more sustainable. Products that are used. That are recommended. That don’t need explanations because they work intuitively.
The first step? Start simple – but with the awareness that real understanding requires more than individual opinions. Even an initial interview can provide valuable input and uncover blind spots. However, in order to make truly well-founded decisions, it is worth taking a systematic research approach that incorporates different perspectives and makes patterns visible.
Solid user research not only saves time and costs in development – it is the basis for products that are successful in the long term.
The author
As CEO of UID GmbH, Ralph Siegert and his team develop the digital product worlds of tomorrow and anchor UX in companies in a sustainable and agile way. With 25 years of experience in digitalization, often as a product owner in agile projects, he is an expert in the development of digital and innovation strategies. Before joining UID, Ralph worked for various IT service providers and international agencies for renowned clients as a link between the digital world, technology and business.

UID is your partner for user research
As a UX agency for innovation, design and strategy, we have successfully designed user-centered digital products in more than 5,000 projects. As part of the BAYOONET Group with 400 experts, we develop complex software solutions with optimal UX – even for highly regulated industries such as medical technology or mechanical engineering.