User research methods are now at the heart of organizations that develop products and services ranging from mobile apps to healthcare programs. But not all organizations approach user research in the same way. In my new chapter in the book Tactical Approaches to Technical Communication (SUNY Press), I argue that technical communication has a unique role to play in how organizations adopt and adapt these methods.
From User-Positive to User-Theatric
The chapter introduces the concept of tactical user research, a framework for going beyond surface-level adoption of UX practices. Many organizations describe themselves as “user positive,” claiming that user research informs their goals and practices. Yet some fall into what I call “user-theatric” behavior, where user research is performed primarily for appearances rather than to truly reshape decision-making. Worse still, some organizations weaponize UX in “dark” ways, using insights to manipulate rather than advocate for users.
Why Tactical User Research Methods Matter
Tactical user research methods resist these tendencies. They position technical communicators and UX professionals as actors who not only gather data but also influence organizational workflows, stakeholder engagement, and strategic planning. This approach emphasizes identifying key actors, tracing how they stabilize or destabilize organizational networks, and creating opportunities for more ethical, user-centered outcomes.
A Case Study in Tactical Research
My case study of the SeaMe mobile application illustrates this point. Designed to improve boating safety, the project showed how tactical user research can bring together regulators, boaters, and designers to create a system that prioritizes user needs while also reshaping organizational practices. This is not simply usability testing or requirements gathering. It is a way of using user research methods to create systemic change that aligns organizational goals with the real needs of communities.
Contributions of the Book
Both my chapter and the larger collection highlight the central role of technical communication in shaping how organizations understand and implement user research. By adopting a tactical perspective, we can ensure that user research methods remain more than a set of tools. They become levers for ethical transformation, capable of reshaping how organizations see their responsibilities to users and society.
Cite My Chapter
Getto, G. (2025). Tactical user research: How UX can (re)shape organizations. In H. McCullough, H. Sarat-St. Peter, & M. Kimball, (Eds.), Tactical approaches to technical communication: Reimagining institutions, transforming society (pp. 125-146). SUNY Press.