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Use the CDJ Framework to Innovate Methods

Posted By Katrina Noelle, Tuesday, October 15, 2019

Use the CDJ Framework to Innovate Methods

Innovate your tools and methods by going on your own customer journey; become a customer on a journey through your own methods! In order to keep qualitative insight “approaches to understanding customers” fresh and relevant, you should consider, evaluate, buy, enjoy, advocate, and bond with the methods you use to understand consumers.

The customer decision journey (CDJ) is a model that shows how customers complete a purchase, guiding marketers where and what they should do along the way. Borrow this approach to go on your own journey to develop and choose new tools, techniques, and methodologies.

The journey begins with the consumer’s top-of-mind consideration set – just like consumers do.

1.      CONSIDER

  • Start by considering your needs. Why are you choosing to iterate an existing method or start offering a new one?
  • Brainstorm with your team. Where are opportunities for improvement? What do team members want to try/experiment with?
  • Make a list of all the contenders. Then walk through each of them, asking yourself:
  • Is it answering a need? Filling a gap?
  • Is it giving your team something new or unique?
  • Can you explain succinctly the value proposition and point of difference as though you were in an elevator with a prospective client?
  • Is anyone else doing it?  Who? How? Could you offer it differently?

 

2.      EVALUATE

  • Test your ideas. While you do so, be sure to constantly ask for feedback from your team, participants, and clients.
  • Track iterations and updates.  Chronicle changes made to the approach at every step because your ideas may morph, combine, or improve as you progress.
  • Be open. Keep an open mind to the changes/modifications/new ideas along the way.
  • Keep asking. Constantly query if the new/improved method is filling a need. Is it improving an older process or adding something new?

 

3.      BUY OR CHOOSE

We’ve included “choose” in this traditional third step because when choosing a methodology, it’s often just that – a choice, a decision to move forward in a certain way – not a purchase.

  • Note: this step is sometimes overlooked.  After all this work, it’s hard to say “no” to an idea to which you’ve grown close. But keep in mind that rolling it out is an even bigger step than testing it.
  • If you decide NOT to move forward, table it in a helpful way. Make note of learnings that could be used in a different format or could serve another purpose at some other time.

 

4.      ENTER THE LOYALTY LOOP: Enjoy, Advocate and Bond

Take a moment to ENJOY your hard work; now is the time to advocate your development with your broader organization and with clients. Try a pilot test with an understanding client or ADVOCATE the approach within your organization!

  • Ground everyone. To do so, establish with everyone a need you are trying to meet, the gap you are trying to fill, and/or your rationale for adding this approach.
  • Bond. Bonding in this sense means that the team gets familiarized with the new approach and comes to see it as their own. Solicit feedback from participants about their experience. Ask clients how they are using the new approaches and what could be improved further.
  • Engage. Ensure your team are staying engaged, enjoying the experience, and getting the most out of the new methods as they are a part of the continual evolution.

 

This post was inspired by a presentation entitled “Innovate Your Tools And Methods By Going On Your Own Customer Journey” at the CX Talks event in Chicago held on September 24, 2019.

 Author Bio:

Katrina is principal of KNow Research, a full-service insights consultancy specializing in designing custom qualitative insights projects for 16+ years to unlock insights about brands and target audiences. She is also co-founder of Scoot Insights, whose trademarked ScootTM Sprint approach helps decision-makers choose the right direction.

Katrina Noelle

President, KNow Research, Co-Founder Scoot Insights

www.knowresearch.com / www.scootinsights.com

@kat_noellehttps://www.linkedin.com/in/katrinanoelle/

Tags:  Customer Journey Maps  QRCA Digest  Qualitative Methodologies  Qualitative Methods 

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Qualitative Research 101 – A Guide to the Basics of Qual

Posted By Katye Hamilton, Tuesday, August 6, 2019
Updated: Tuesday, August 6, 2019
Qualitative Research 101 – A Guide to the Basics of Qual

Qualitative Research 101 – A Guide to the Basics of Qual

Are you new to qualitative research or want a refresher on the different styles of group discussions that typically encompass qual research? While the topics you explore in each session will vary widely, there’s a basic group structure to take into consideration before you start building your discussion guide. First, decide if your research objectives need face-to-face (F2F) solutions or if an online approach will work.

F2F Options:

Focus Groups
For best group dynamics, the ideal total participants is 4-6 people. Any larger and you won’t be able to hear from each participant as often or dive deep into the conversation with everyone involved. The discussion is led by a moderator and you may see an assistant or dual moderator in the room. The moderator(s) lead the group from topic to topic and encourage all to contribute.

Focus Groups
Standard focus group rooms have a one-way mirror for clients to observe the session in real time. Photo courtesy of Issues & Answers and their Virginia Beach Facility.

Dyads and Triads
These are groups with only two or three participants, respectively, plus the moderator. Maybe it’s a physician, patient, and caregiver doing an appointment mock-up. Or you want to have a focused discussion with just a few consumers; three pet parents, each with a pet with a specific dietary need. The conversation is likely going to be less exploratory and more focused so you can dive into details quicker. Dyads and Triads are great when there’s a monitoring session, like website navigation or roleplaying situations.

In-Depth Interview (IDI)
A true one-on-one interview involves a moderator + respondent. The power in an IDI usually stems from the research topic at hand. Is it a sensitive subject like health care, death, financial, etc.? Or maybe it’s understanding a person’s journey – purchasing process, behavior understanding, etc. Isolating the respondent helps promote a feeling of safety in the conversation as well as creates an opportunity to explore subjects more deeply.

All three of these session types can be executed in a research facility, off-site with cameras for recording, or online with a focus group vendor. Most clients want to see and hear the conversations in real time, so they watch from what we call the “back room” which may be a physical room at a research facility or off-site, or in a virtual back room with an online provider.

In depth interview
There are some innovative focus group spaces that shake up the traditional, round table/conference room set-up with more relaxed or on-topic scenes. Check out Good Run Research & Recreation; they have a formal living room and bar room models (still with the one-way mirror, complete back room experience for clients) to amplify the respondent and moderator discussions. 

Facilitated Sessions
These have a lot of names (workshop, co-creation, etc.), but the premise is pretty similar across the board. These are sessions where you bring multiple groups of people into a room together. When you have a client that wants to be highly engaged with the process, and not just an observer, you may want to tap into these models. These could be:

  • An internal workshop with employees from multiple departments (stakeholders) and you as the moderator facilitate the group activities and conversation.
  • A session where you mingle clients with the respondents for brainstorming, ideation, new product development, etc. Clients would likely be spread out among the respondent tables so they can engage directly as well as learn firsthand their experiences and ideas.

“Ethnographies”
Marketing research ethnographies are never “hands-off.” In the education space, a true ethnography would have little to no engagement with the person or people you are observing; you’re meant to do just that – observe. In marketing research, we believe in the power of observation plus asking questions.

Ethnographies in MR can come in the form of in-home interviews, shop-alongs where you meet a respondent at a specified location and track their buying process, or even on-location research. The purpose is to get the respondent in a natural environment, rather than a traditional focus group setting. This is helpful when you need fewer recall answers and more in-the-moment engagement.

Other F2F Types
The list above is not meant to be exhaustive; in-person intercepts and telephone interviews can be important for your qualitative research, depending on the objectives. Is there another form of F2F that I missed? Tell me about your methodology in the comments!

Online Methods

Online qual solutions have expanded tremendously in terms of vendors, programs, platforms, and the types of research executions available — from desktop applications to mobile phone apps. It’s important to consider online styles when your client may have a limited budget or there’s a tight timeline that limits your travel opportunities.

Mobile
Methods may vary, from text-based surveys with auto Q&A to mobile apps that track respondents’ phone patterns (the apps they open, websites they checked, etc.). Sometimes it’s important to engage and observe in a respondent’s natural habitat – their mobile device. Maybe you need to geo-ping respondents for a study when they’re near a certain location and you need photo collectors?

Communities vs. Online Bulletin Boards (OLBB)
For some, online communities are virtual hubs for long-term or continual engagement. The online community acts as a “panel” of ready respondents for your ongoing topic.

Shorter engagements are sometimes called communities or online bulletin boards. These could be as short as 2-3 days with a few dozen respondents. There are multiple engagement activities from photo collages, Q&A, group discussions, etc. OLBBs may be less flashy and more of a straight discussion thread. There could be engagement through liking/commenting on others’ posts, but the conversation itself is pretty straightforward.

Semantics aside, this type of online qual is still moderated! Through probing questions, video chats, or private messages, the moderator writes the discussion guide and engages with the respondents in the platform to promote responsiveness, details, and any follow-up questions that may arise. These tend to be a solution for more respondent engagement than in a one-time fixed setting and give respondents flexibility with their dedication since many are mobile enabled.

Insights
Since the Fall of 2017, InsightsNow’s Clean Label Enthusiasts™ is an online community which offers ongoing insights into a range of topics, providing a highly flexible research solution for quick answers.

 

Video Groups
Just like the F2F group types, you can translate that experience into a digital medium. Multiple vendors allow moderators to share their screens, their stimuli, allow for group chat, individual webcams and a client view. Doing online groups in this way helps alleviate any travel pains but does usually require more technology-adept consumers – something to consider if that may change your recruit type.

I’m specifically leaving out the topic of surveys for this blog post! While some surveys can be qualitative in nature, most of the time they still fall into the realm of quant. Qual derives part of its value from the moderated content — something we haven’t been able to solve fully in the survey space.

I hope you either learned something new with this post or gained fresh inspiration for a project you’re working on. Tell us about your qual methods in the comments!

About the Author:

Kayte HamiltonKayte Hamilton is a hybrid marketing researcher with a passion for solving complex client problems. She’s got a knack for sorting out the details while maintaining project integrity. In her free time (ha!) you will find her spending time with her dog Muffin, traveling the states, or volunteering. 

Tags:  QRCA Digest  Qualitative Methodologies  Qualitative Methods  Qualitative Research 

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