Video focus groups requires a shift in your thinking

Those who are moving online for the first time to work, or to run online video research groups, or any kind of video and audio group for that matter, you will need to shift your thinking significantly! I feel that a lot of people still are not getting it! Firstly, there is no magic button you can turn on which will replicate face to face interaction online, not unless someone has invented a holodeck (sorry Star Trek reference to holographic video) and it is business as usual. Let’s talk about the hot topic, especially in market and social research – video focus groups. The reality is that the Australian NBN can handle a lot more demand; however, the distribution and retail suppliers may not have the infrastructure in place to meet that demand. We are going to see the growth in online usage in a few months to the level that most suppliers were not going to expect for another five or even ten years down the track. You will need to adjust and learn quickly and you will need to prepare for issues. The common issue will include: Participants, moderators and clients not knowing how to turn on cameras and microphones. Feedback whistling because the participants do not have access to earphones or have not worked out how to send sound to the earpiece and not the speakers. Drop-outs and drop-ins of video and audio Freezing images on screen but sound still coming through. Degraded and pixelated video images. That terrible echo noise because the microphone is not correctly noise-cancelling. The bigger your video groups, the more degraded...

Customer experience and energy product agile insights

GroupQuality was contracted by a data-driven creative agency to use its leading agile online customer experience community discussion to track the customer on-boarding, usage and effectiveness of an energy prepayment product. The research project aimed to obtain direct feedback from a sample of customers and walk in their shoes as they experienced the product for the first time before the market roll-out. The project needed to identify the technical and user experience issues and process risks with the roll-out of the new mobile-enabled product. (Risks could include app issues, communication issues, hardware roll out issues.) Critically the project needed to monitor the customer journey and experience to understand the resource demands for product on-boarding, communication and ongoing support. Any insights captured from the feedback and structured questioning would be used to improve the product features, the process and the day to day usage. Target market Based on the initial brief, we recommended one online over-time seven to eight-week GroupQuality agile community discussion board across the different targets: Location of the customer group to be Tasmania, Australia. Current customers who already have the old energy product installed in their home are being transitioned to a new prepayment new energy product. A targeted representative sample of the target audience. Age and gender split across the sample. Total customer engagement 12 Methodology To meet your objectives for the project, we proposed the following: Eight-week discussion to track the customer experience from pre-invitation to day to day product usage. A GroupQuality moderated online discussion to track, monitor and listen to the customers’ experiences. At each stage of the customer journey, many topics were...

Online Survey For Childcare Services

The Client Adventure Patch is a not-for-profit childcare provider, with a strong focus on fun, exploring and imagination. Adventure Patch “…educators create a safe and nurturing environment for your child. We offer multiple care options including long daycare, outside school hours care and vacation care in the greater Hobart region. We also offer a state-wide Family Day Care service through the Kingborough Family Day Care and Launceston Family Day Care Communities.” Adventure Patch encourages outdoor and self-directed play, getting messy and having fun within caring and safe boundaries. They are having rebranded Adventure Patch needed to learn more about their families and identify barriers that prevent families from accessing the outside school hours care service and how these barriers can be addressed to encourage families and communities to access the service. Adventure patch also needed to understand the attitude of parents towards the idea of “Risky play” this is a play which includes playing outside, playing with old tyres and similar activities which constitute “risk in play”. The result of the survey to be used to better communicate and engage with families of children who use them outside of school care service. Survey Project Objectives Identify the barriers stopping families using Adventure Patch outside school care services. Segment the Family demographics to understand parents and guardians using the services. Ascertain if removing the barriers would facilitate an increase in Family visitation. Understand the parent guardian attitudes and acceptance of risk in play. Analysis and review of existing research completed in Australia and New Zealand in the areas of the outside of school care services and risk in play. Online...

Faster, Cheaper, Better – yes, you can have them all!

Faster, Cheaper, Better – yes, you can have them all! There are a few articles flying around that state for a product or service you have three fundamental options: Fast, Good and Cheap, but you can ever only choose two? When I first saw this, I thought, yep that’s about right. However, when this label started to get slapped onto every manner of product and service, something didn’t quite feel right. In fact, in today’s world, with the availability of agile and iterative tools and services, it is not fait accompli. Not only can you have all three attributes, but you should also be striving for Faster, Cheaper and Better. A mantra that continues to drive our business and now demanded of us! (Image Source) This is how it goes; you have the above three options for a product or service of which you can only ever choose either: Fast & Cheap, but not Good. Fast & Good, but not Cheap. Cheap & Good, but not Fast. So where did this come from? Its origins are in the project management triangle (left). A project manager’s tool used for defining and measuring a project goal. In short, it’s a planning tool to determine what the end product looks like. It now seems to be used by any incumbent in any industry which is being upset by disruption. In an article posted on business.com: “Fast, Good or Cheap. Pick Three?”. It argues that by applying an Agile and Lean process for product development, you can have all three. A statement that anyone who has worked in the SaaS industry knows to be exact! With...

Is your online research implementation terrible?

There are some great research and insight project implementations, including surveys and online Insight communities. However, there are also some terrible ones. So for the participants are about as exciting as reading a dictionary from A-Z or requiring an input which is as laborious as writing your name out a thousand times. To be clear, you don’t have to entertain people when conducting research, but you do have to make it easy for them to participate and complete. When the participant or research respondent spends less time trying to understand what you’re asking the more time they have answering your questions. Whether you’re introducing a new survey or you’re setting up the guidelines for a five-day online insight community, never assume that the participant who is taking part knows what you’re anticipating. Sometimes we get so involved in the project that we’re creating that we communicate to the participant as if we were talking to one of our peers. So, here are some basic guidelines to help improve the usability of any research: Assume the respondent or the research participant knows nothing, behave as if you were introducing the research methodology. Use precise and plain language, and where ever you can dot points no higher than three will help frame your thinking to provide a clear and accurate message. If you can use imagery to help get the point across do so but don’t use imagery just because you think it looks nice, it has to have contacts and purpose. The last thing that you want to do is influence the research result by using an image to reframe...