12 Aug The Interview They Thought They Saw
What Frost–Nixon Teaches About UX Research
It looked like a turning point.
In the edited clip shared with the wider team, the design lead pauses, looks down at the table, and says:
“If that’s really how users see it… then yes, we may need to rethink.”
A still from this exchange ends up in the leadership presentation. It is framed as the day the project began to listen.
But, as in the famous Frost–Nixon interviews, this is only the part of the story that survived the cut.
The Set-Up
In 1977, David Frost didn’t secure Richard Nixon’s appearance by chance. There was payment—six hundred thousand dollars—that gave both sides something to protect. There were written agreements about timing and format. What the public saw as a high-stakes confrontation was also a negotiated transaction.
This fictional research scenario borrows from that architecture. The researcher is funded by the same team whose work they are examining. The stakeholder has agreed to “hear” findings but with deadlines already fixed and certain features quietly off-limits.
The researcher, too, carries professional pressures: the need to demonstrate value in a climate where research budgets are often questioned, the desire to secure continued involvement in the project, the obligation to maintain working relationships with a team they may need to challenge. These constraints mean they enter the room knowing that “influence” may need to be proven without directly threatening the delivery plan.
The Performance
In Frost–Nixon, each man had advisors. Frost rehearsed lines and silences; Nixon practised answers until they could pivot admissions into deflections.
Here, too, the meeting is not as unplanned as it appears. The design lead has already been briefed on early findings, ensuring there will be no shocks in the room. The researcher has been encouraged to “keep the conversation constructive,” a phrase that, in practice, means avoiding blunt challenges. The polite exchanges—“We care about user voices,” “We’re keen to test assumptions”—play out smoothly, almost on cue.
It is not that either party is lying. It is that both are working to protect more than the truth: reputation, momentum, and their own version of the story.
The Edit
The famous concession in Frost–Nixon—Nixon’s apparent acknowledgement of wrongdoing—was the product of hours of footage shaped by a director.
In this fictional project, the “moment” emerges during a two-hour playback session. Several comments are removed for being “too tactical” or “off-topic.” What remains is a single, agreeable concession—safe enough to circulate outside the core team. It looks like listening. It is also an edit.
The Reveal
That concession does not trigger immediate change. Two sprints later, a small adjustment aligns with the finding, but it is presented as an “enhancement” rather than a response to user feedback.
This does not make the design lead insincere. Like Nixon, they have multiple audiences in mind. The comment plays well internally, preserves credibility, and allows for gradual adaptation. The researcher, meanwhile, can point to a visible outcome—however small—that signals their influence, keeping the case for research alive.
What a Researcher Can Do Differently
Recognising this architecture is one thing; navigating it with integrity is another.
For researchers who see themselves in this scenario, a few practical steps can help:
- Set terms early. When scoping the research, agree explicitly that findings—positive or negative—will be shared in full. A written clause can create space for objectivity, even if it’s only partial protection.
- Prepare the challenge. Frame difficult insights in a way that aligns with shared project goals. This reduces defensiveness while keeping the core issue intact.
- Anchor the moment. When a stakeholder concedes a point, document it immediately and tie it to a clear, actionable next step. Without this anchor, the moment risks being edited into something symbolic but hollow.
- Track the follow-through. Revisit the agreed action in later meetings. A concession without a traceable outcome is simply a performance.
Closing Reflection
The question “Are they truly listening to users, or only validating their own designs?” rarely has a clean answer. In most projects, listening is a mix of openness and choreography, sincerity and strategy. Just as Frost–Nixon was both an interview and a negotiated performance, so too are many moments in UX research. The value lies not in pretending these forces don’t exist, but in recognising them—and in building structures that give truth a fighting chance to survive the cut.