Many of dscout's qualitative research studies draw in over 500 applications. Behind each is a scout readily answering our screening questions, offering up their time and insights.
Most of those studies, however, require just 50 or so participants. It's not great odds for the applicants.
We got to wondering: How do we manage the “bad news” experience? How does that affect the way users view dscout?
Turns out that some clients, like our pals at Fitbit, were wondering the same thing. So we put our collective research superpowers to work with a study that explored the nature of "bad news" in the digital realm.
A few questions we aimed to answer:
- What constitutes bad news for people?
- How do they receive it, and how are they taking it?
- Does the way we deliver bad news matter at all?
In under 2 weeks, we recruited and fielded a study that delivered 900 entries from 55 scouts, each sharing the near-daily bad news they received, and how their experiences could have been better. We learned how different products and services deliver bad news, and what people wish those companies did instead.
In September 2016, we presented our findings at Toronto’s Fluxible conference for UX designers. Below, we share our qualitative research methodology with our research readership at large: the screener and mission instructions and scripts, sample scout entries, and a few video excerpts we captured with the dscout platform.
In Mission 1, scouts shared in-the-moment bad news they received digitally. In Mission 2, scouts presented the best and worst ways that bad news had been delivered to them. In Mission 3, scouts ideated around “rules” or guidelines that companies should follow when giving bad news.
By the numbers:
In field: 11 days
SCREENER: Good News, Bad News
Recruit participants who try at a variety of activities (dating, fitness, social media, jobs, etc.) and make themselves vulnerable to failure. Chosen scouts should be articulate, thoughtful, and willing to openly share their negative moments.
Teaser and Screener questionnaire to potential participants