We know the best work on digital products and services is inspired by the voice of the user. Kat Quatermass of Neontribe considers the impacts of research with people with challenging stories to tell.

6 crumpled, blank post-it notes in different colours
6 crumpled, blank post-it notes in different colours

— ‘Round our way’ is a series where members of the Catalyst network talk about challenges they’re spending their time on. —

What should you do when you ‘make’ your user research participants cry?

  • How do we design our research and participant selection in ways that might help us predict and be prepared for when people might become upset?
  • How do we respond in the moment, to create the best experience for the participant, continuing the session if that is important to them?
  • How do we provide support to our researchers…

Kat Quatermass

I was born in the slate and rain of the Lake District and left in search of city brights. 25 years later, my work is all about finding the right story

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