Navigating Unconventional Paths: A Journey into UX Research, Diversity Challenges, and Professional Growth with Michele Oliver

Brandon: How did you first get into UX research and how did you first hear about it?

Michele: 

My background is definitely not what the traditional UXer would have. My undergraduate degree is in civil engineering. Go figure, right? So I started there and then when I graduated, I realized that I had always been involved in education. While in school, I was tutoring on the side or I was teaching labs on the side. So I figured, maybe I should go into education. I enjoyed engineering in terms of the class content, but in the field it was just different. It didn't meet my expectations.

I left the field and went into education as a middle school teacher and thought, well…maybe education but not K-12. Perhaps higher education is the best place for me, which I knew meant going back to graduate school. I started looking at what programs I’d like to study and did the total opposite of what you should do. Everyone tells you to apply to the school you really want to get into, or your “reach” school, the school that’s still good and you’d likely get into, and also the “safe” school (i.e., the one you will have no problem getting into). For me, there was only one school I wanted to go to and before even applying, I met with the Chair of my desired program, who later became my advisor and mentor. While meeting with him I realized how interesting Psychology was. Coming from an Engineering background, I never thought I’d pursue psychology but Central Michigan University has a psychophysiological lab in the Applied Experimental Psychology program and I thought it was interesting. 

I applied, was accepted and that's how I got into research. While going through graduate school, I picked up the master's along the way to getting a PhD. It was really heavy research-based in an applied context. So I had the opportunity to engage with the public who wanted or needed driving assessments, I ran multiple studies with the broader community to assess driving ability under cognitive load and got my first exposure to large data sets, which I loved. This plus the advanced stats and research methods that I was learning, I realized that I found my niche. This is the space I wanted to be. When I graduated, I went to Texas State University as a professor. 

Brandon: Life has a way of saying, nope, if that's not where I want you to be, we're going to move you elsewhere.

Michele: 

Yes! After about 6 years, I knew I needed to return to Michigan. So I thought, who do I know that I could network with? Being the only African American in my program at Central Michigan University, it wasn't as easy to find connections. However, I reached out to one of my lab mates, who was a year ahead of me. He mentioned that he worked for a product development company and had just put in his 2 week notice. Since he was leaving, he thought I would be a great fit as his replacement. The role was in UX research, which I had no prior knowledge of. He explained it as applying what we did in the lab to a product development company. 

Intrigued, I interviewed, got the job, and entered a corporate environment that was vastly different from academia. I was now dealing with product teams and industrial designers, and experiencing a significant culture shock. As a black individual, cultural adjustments were not new, but this was particularly distinct. Despite the challenges, I discovered a whole new world that I had no idea existed. I realized I could leverage my passion for research, analyzing and synthesizing data, and creating compelling user stories every day. I found it engaging. Eventually, the company introduced a product that was app-based, and I loved working on that project. However, it was the only product in that space, so I began searching for opportunities which could tie apps or software to education, which I still loved. That search led me to Ellucian. So, it's been a long and circular journey to get here. It was certainly not a direct path.

Brandon: No, no, I understand. And the more I talk to people, the more I realize there's very, very few of us that have that direct path. And in your case with education, that sounds really interesting. So I'm wondering in your experience, how have you been able to use your background in your UX field? And what are some ways in which you would maybe encourage others to do the same?

Michele: 

Having a strong research background makes it easy for me to apply those skills in my current role. I don't find that aspect challenging. Personally, I've always had a passion for numbers, math, and statistics, which I use daily. My research skills, including interpersonal abilities, listening, and collaboration, align well with the requirements of my current position. Over time, I've observed how my work as a graduate student, presenting at conferences and engaging with others, seamlessly integrates into my daily tasks. When interacting with stakeholders, understanding their goals and speaking their language is crucial. This involves code-switching and ensuring empathy to bridge communication effectively.

In addition to empathy for users, I've cultivated empathy for stakeholders. Essential skills include communication, persuasion, and storytelling. These intangibles, learned in school or on the job, are invaluable in preparing someone for this field. It's not just about writing a research report; one must tell a compelling story that resonates with others, fostering an understanding of the user's perspective. This is essential when presenting recommendations that may challenge established preferences. While I can produce a polished report or presentation, it's crucial to connect with the audience to ensure the message doesn't fall on deaf ears.

Brandon: Yeah, that has definitely been the case in my career as well, where telling a story is so important because that story will travel to all types of stakeholders across the organization. So I am curious, how do you feel your identity as a black researcher shaped your career path and experiences, especially as a black woman too? 

Michele: Whew Okay. All right (laughs). So at the company I worked for prior to coming here (at Ellucian), I was the only Black researcher, well, I still am, but there are other people of color on my teams, but at my previous company, at first there were 2 of us but shortly after I was hired, the other Black researcher left. In our entire building of maybe 150 people, there were about four Black people. So it was indeed a struggle. Because I had to be able to say, “Hey, this user cannot use this product.” But also making sure that they don't hear this “angry black woman” saying that what they have designed is not usable and then shut down or not take any of my recommendations. It was definitely a struggle. Maintaining a poker face is not my forte; my expressions tend to reveal my thoughts. I find it exhausting to mask my emotions, especially when advocating for users. I see my role as being their voice, and while I can find different ways to convey the message, the essence remains the same. It was particularly challenging in my first corporate position, lacking mentors who looked like me and who had navigated similar spaces. To be completely honest, I really struggled and felt isolated.

At Ellucian, our company is diverse and my team is diverse. Having a significant number of people of color has made things so much easier. My confidence has grown exponentially, and understanding my purpose in advocating for users has become clearer over time. I recommend individuals in this field to recognize that they are the mouthpiece for users and emphasize the importance of usability in a product. Building common ground and having mentors or a supportive community to bounce ideas off can contribute to confidence and authenticity. This approach has helped me navigate challenges without being overly concerned about potential stigmas, allowing me to be my authentic self.

Brandon: And I'm glad you brought up community because I absolutely want to ask about that. Do you have any either resources or suggestions for finding that community? Because at least in my experience, there's a lot of black researchers where they're the only ones on the team or in your case, also, they might be the only ones at the company, especially for smaller startup positions. So, where do you find these communities and how would you go about reaching out to them? 

Michele:

I would suggest, and I wish I had realized this sooner, attending research-specific conferences or, if you find yourself at a design-focused conference, exploring tracks that include research. Attend these sessions and actively seek out individuals to network with. While I am not the best networker, I acknowledge that it's essential, so I push past my introverted tendencies. Setting small goals, like connecting with five people of color or handing out business cards, can make networking more manageable. If there's a speaker of color, I ensure I make contact and reach out to them on LinkedIn.

Simple actions like reaching out on LinkedIn with a genuine interest in someone's work, without expecting anything in return, have proven to be effective in building a community. While I don't yet have a specific network exclusively for Black individuals in UX research, I've connected with people at various companies. This network allows me to draw on their experiences and ask for advice on navigating specific spaces. I've found that people are generally open to helping others, so reaching out for support and guidance has been successful for me.

Another strategy is asking individuals to introduce you to someone else in their network. This can be particularly helpful if you know they've had interactions with individuals you're interested in connecting with. Overall, being proactive in networking and seeking connections has significantly contributed to my success in this space.

Brandon: Absolutely. I'm also curious about not only things that individuals can do, but also organizations. So you mentioned how your current workplace is just diverse anyway, but in terms of any, say, policies or organizational culture, what are some ways in which you feel as though your current organization does allow you to be more comfortable beyond just the peer numbers?

Michele: 

That's an excellent question. Our company has employee resource groups (ERGs), and one of them is specifically for Black employees, both locally and internationally, given our global presence. Our ERG has close to 400 members, and the company actively invests in these groups. We have executive sponsors and a budget for programming, allowing us to organize activities tailored to our interests. Similar ERGs exist for veterans and women in tech. I would recommend that companies prioritize the human aspect of their employees, acknowledging their diversity.

Our company does this exceptionally well and has intentionally created a sense of belonging, especially for remote workers. Joining the ERG for Black employees when I first arrived here, four and a half years ago, was instrumental in fostering a sense of community for me. It was truly eye-opening to realize how many Black professionals there were throughout the company. Now, we (our ERGs) collaborate on various activities, and I've become one of the co-leads of the ERG that serves our Black employees. This role involves organizing mentoring and connection opportunities, events for Juneteenth, Black History Month, and forums that resonate with Black people. This has not only allowed me to engage with more colleagues but has also opened up additional collaboration opportunities within the company.

Brandon: So do you have any advice for those who are more, say mid career, looking to constantly learn, constantly improve? How would you go about that?

Michele: 

I would suggest asking a lot of questions, volunteering, and stepping up, even if it pushes you out of your comfort zone. Personally, I had to stretch myself and volunteer for things I never imagined that I would. There's often a societal pressure for Black people to work twice as hard as everyone else. I used to hesitate to step up if I didn't have all of the answers, fearing I'd be seen as incompetent. Now, I've adopted a mindset of trying and learning from failures, embracing the concept of failing forward. I push myself outside my comfort zone and volunteer for opportunities that may not come again.

I would recommend this approach to others. Additionally, I encourage being a perpetual learner. Don't become too settled in your career; always strive to learn and grow. Instead of coasting, think about the next steps and where you want to be in a few years. Consider the path to get there and identify actions you can take now to make those future steps smoother.

Brandon: So one question is about the current job market. Right now, it’s a very difficult time. So when it comes to networking, you mentioned networking with black researchers to try to build community, all of that. But do you have advice on networking in general because a lot of people are looking for positions, a lot of people are looking to us to break into the industry, and you have a lot of connections. So I'd love for you to share any advice you can with the readers.

Michele: 

I would advise applying the same approach to seek out Black individuals as you would for anyone else. If you're interested in a particular company, check for mutual connections on LinkedIn and leverage that as a tool. Reach out and initiate a conversation by expressing your interest in learning more about the company. You never know where the conversation might lead; even if it doesn't result in a direct opportunity, you've still established a connection. While some may find it awkward, it's an essential practice.

Approach it as you would personal networking, getting to know people. Use the same principles when connecting with a company. It might feel uncomfortable, but I view platforms like LinkedIn as tools for their intended purpose—connecting professionals. If someone doesn't want to be connected, that's their prerogative. Adopting this perspective has helped me feel more at ease with the process.

Brandon: That’s great advice. Coming to the end of the interview, do you have any other advice

Michele: 

Improving my follow-up skills has been crucial. After attending conferences and making initial connections, it's easy to collect business cards or digital contacts and then forget to follow up. In the past, I would realize a year later that I hadn't reached out, making it feel awkward to do so at that point. To address this, I've learned to be proactive.

For instance, after a conference, when I return to my hotel room or once I'm back home, I send a brief note expressing gratitude for the meeting and expressing interest in continuing the conversation. I include my contact information to facilitate further communication. This practice has helped me develop the habit of consistent follow-up, recognizing its ongoing importance in building and maintaining professional relationships.

Brandon: Yes, absolutely. I gave that advice to students earlier this year. I said, when you reach out to me, don't just let it go. Reach back out, especially if you're in a situation where you're meeting someone who's meeting a lot of people, like if they're a speaker or something, you're meeting less people than they are, so the onus is on you. Also, it's your career and the advice you're trying to get. So please follow up, thank you, it's so important, I'm so glad you said that.

Michele: 

It's so true! I've also had to learn it, you know? I didn't have anyone directly advise me to do it, but it was just one of those things I learned, and I thought, “Huh, why didn't anybody tell me that before?”  We can teach hard skills all day, and that's great, but it's these additional soft skills that I think we need to teach to our students.