UX Research Framework
Organization
European Commission
2024
Service Design, Stakeholder Management, UX Research
The User Experience Research Framework was created to structure and scale research activities for the EUR-Lex platform, the European Union’s gateway to EU law. With a diverse audience that includes policymakers, legal professionals, researchers, businesses, and citizens, the challenge was to make research consistent, actionable, and aligned with real user needs.
The framework is built on four stages: Define, Collect, Understand, and Act. It introduces tools such as behavioral segmentation, actionable research question formulas, a methodology selector, question banks, journey mapping templates, and the HEART framework. Together, these tools guide teams from framing the right questions through to collecting insights, synthesizing findings, and translating them into measurable improvements.
By integrating into the digital solution lifecycle, the framework empowers interdisciplinary teams and helps align stakeholders. It ensures that user research is not fragmented but becomes a repeatable, user-centered process that directly drives design decisions and outcomes.
