The European Research Infrastructure for Heritage Science (E-RIHS) aims to be a leading, user-centred research infrastructure, fostering interdisciplinary collaboration and innovation in heritage science. In line with this goal, the E-RIHS ERIC User Strategy establishes a user-centric framework to enhance services and user engagement. This strategy focuses on user interaction, feedback collection, and attraction of new users. It emphasizes a continuous and adaptive approach to service improvement based on user needs and feedback. Drawing on over 20 years of experience and extensive consultation with E-RIHS stakeholders, the User Strategy sets a foundation for user-focused development that aligns with the E-RIHS mission and vision, and complements its Business Plan, Access, Training and Communication strategies. The strategy outlines key principles for ethical research, continuous service enhancement, and engagement of emerging research communities. It also outlines pathways and processes to expand the user base, gather user feedback, and integrate this into E-RIHS decision-making processes. It includes a detailed plan for user engagement via diverse community building activities, and regular user consultation mechanisms and feedback analysis to ensure service quality and relevance. By systematically collecting and analysing data, E-RIHS will maintain high standards, support cutting-edge research, and adapt to technological advancements and user needs. This forward-looking strategy underscores E-RIHS’s commitment to a dynamic, inclusive, and responsive research infrastructure that meets the evolving needs of the heritage science community.