The "Augmented" Researcher: UX Researchers' experiences with incorporating gen AI into their work

This study aimed to explore the use of generative Artificial Intelligence (AI) by User Experience Researchers (UX Researchers) in the context of the technology company IBM. Using a qualitative approach, it involved two rounds of in-depth interviews with 14 participants from five countries within the IBM Software organization. The goal was to examine their practices, experiences, and challenges in adopting generative AI. The research delved into how generative AI transforms their work in at least five dimensions, including (1) tasks, processes, and work intensity, (2) skills and autonomy, (3) interpersonal relationships, (4) relationship with AI, and (5) job satisfaction and motivation. In terms of productivity (the organization’s primary concern), generative AI has not met UX researchers’ expectations of efficiency and quality. Its adoption is heavily influenced by exaggerated expectations that do not fully reflect its capabilities. In addition, other challenges in its adoption arose, such as the lack of trust in generative AI and the quality of its results, and navigating the learning curve in the effective use of AI tools available within the enterprise. Regarding the potential threats of AI to employment, researchers view AI as an auxiliary tool rather than a replacement. Finally, to enhance UX Research practices and achieve greater productivity and efficiency through generative AI, it is recommended to invest in training, foster collaborative work, establish clear goals, and explore new AI tools to address pain points such as participant and stakeholder management.