I joined Made Tech in 2023 as a senior user researcher, eventually moving my way up to a lead user researcher. Around 4 months ago I was offered the opportunity of a secondment into the role of user-centred principal (UCP) for a year.
One of the most common questions I’ve had since taking on this role has been, “what does a UCP principal actually do?”
It’s a good question. And since the inner workings of account management aren’t always visible, I wanted to share some insights. In this post I’ll also reflect on my personal experience transitioning from project-based work to a cross-account focus that may be helpful if you’re looking to make a similar career change.
My career retrospective
I’ve always loved the diverse nature of my work. My career has taken me from the shop floor at Aston Martin to designing JCB construction equipment and understanding their worldwide users. I’ve even worked in conducting prison research for the Ministry of Justice – a journey that’s been both fascinating and rewarding.
All these roles had one thing in common – the users. I’ve always prioritised direct engagement with users. Not just remotely, but in-person research where possible too.
Transforming work through user-centricity
This type of engagement with users has really shaped my approach, fuelled my passion and set me on my path to becoming a UCP. For me it isn’t just about gathering feedback, but about building a genuine understanding of users needs, pain points and aspirations – even picking up on behaviours that the user themselves may not realise.
Working so closely with users has helped me learn the importance of active listening and empathy. I strive to immerse myself in their world and develop a deep understanding of their needs. This has helped me to be a real advocate for each and every person I work with, bringing their stories to life and helping design teams to empathise with them.
This connection with users has transformed my work from a job into a passion. It’s allowed me to see the tangible benefits of my efforts and has fuelled my desire to continually learn and improve. By advocating for people, I’ve found a sense of purpose and fulfilment that makes every day meaningful.
Roles and responsibilities of a user-centred principal
Even with my varied background, my recent move from a lead user researcher to UCP has felt like the biggest shift yet. While I’m still within Made Tech, this is my first real step away from hands-on research and into account-level work.
Now my goals are much more fluid and require a different approach to planning and execution. This ambiguity can be challenging at times but I find that a mindset shift and bringing a greater degree of proactiveness can help navigate that uncertainty.
As UCP I’m responsible for leading and delivering on strategically significant client work in the public sector. With a thorough understanding of our clients, their needs and strong subject matter expertise I turn meaningful strategy into effective solutions.
While of course, there’s many different tasks and responsibilities that fit into this, some I’d like to highlight include:
Ultimately I’m working hard to make sure we deliver great work for our clients, their users and create real change in the public sector.
A day in the life of a user-centred principal
My day-to-day now often involves more abstract activities like relationship building and strategic planning rather than more tangible deliverables like reports and presentations.
While I’m learning a lot this can make it slightly harder to measure my progress and see the immediate impact of my work, I find that tools help with this – more on that below. This does also mean I’ve had to reduce the time I have for deep dives into specific research areas.
There are days when I miss the time to focus and the feeling of becoming an expert on a particular topic. The breadth of knowledge required across multiple projects means you can’t get that same depth.
However, instead of solely focusing on the intricacies of a single project, I’m now thinking strategically about growth. This allows me to see the bigger picture and connect seemingly unrelated dots to identify patterns that might be missed by those with a narrower focus. This is where I look for opportunities for even more improvement and innovation.
This plays into one of the biggest positives I’ve found since taking on this role – the broader impact I can have. I’m operating at a higher level, making decisions that affect not just individual projects, but the overall strategic direction of our work.
In short, I’m learning a whole new set of skills – from negotiation and stakeholder management to strategic planning and business development. All of which are a fantastic opportunity for my development. The ability to contribute to the growth of Made Tech on a larger scale is incredibly motivating. I’m really excited about continuing to develop my skills during this secondment and make a difference.
Staying organised with the right tools
The constant need to context switch, record progress and prioritise across our team, clients, the wider account and our Made Tech UCP community has highlighted the importance of effective organisation.
I’ve found that having a robust note-taking system is absolutely essential for keeping track of everything and making sure nothing falls through the cracks. I’m old-school in thinking and still love pen and paper, so I’ve had to find something that works for me.
I tried a lot of tools, here’s some that I’ve experimented with:
- Notion, a note taking app and ‘all-in-one workspace’
- Google tasks, a task management application
- Good old paper and pen
- Microsoft Word
- Miro, the popular collaboration platform
- Microsoft Teams Planner is my favourite, as it allows me to take notes and add tasks to my to-do list at the same time
I’d encourage you to experiment with different tools and find one that works best for you – it will be a lifesaver.
Final advice for aspiring UCPs
I’ll end with this. One of the most crucial things I’ve learned is the importance of building a support network. Finding people who have been through similar transitions or who have expertise in areas where I’m still learning has been invaluable.
Don’t be afraid to ask what you might think are ‘silly’ questions. You’ll often find that not everyone knows the answer, and asking the question can actually spark valuable conversations and shared learning.
My final bits of parting advice are to:
- speak to others in the role and people that have worked alongside that role
- look at the job description and picture how you’d fit in, does it suit your strengths?
- always be yourself in interviews, discussions and applications
Are you looking to take the next step into a user-centred principal role? Or perhaps you’re looking for a new company where you can really spread your wings? Great news, we’re hiring for our next UCP.
About the Author
Alina Graham
User-Centred Principal
As a chartered human factors specialist and user-centred principal, Alina Graham excels at creating effective and impactful user experiences. Her career spans designing operator environments at JCB, enhancing manufacturing processes at Aston Martin and improving digital prison services. Her consultancy work with government departments like the Home Office and GDS highlight her dedication to accessible and intuitive design for diverse user groups.
