Tag Archives: home depot

Behavioural Science Measurement #IIeX 

Live note taking at the #IIeX conference in atlanta. Any errors or bad jokes are my own.  
How the classic fairy tale inspired the mobile ad strategy by Vuk Pavlovic, True Impact (Winner of Best New Speaker at #IIeX Europe)

  • What are good guys? Give to others, honest, helpful, kind, polite. What are bad guys? Uninvited, rude, inconsiderate, force their will, vain, self-serving. Which of these reflects your brand?
  • Brands need to humanize the customer and not treat them like eyeballs with a screen. The mobile environment is personal, their own social network, with their friends, in their bedroom. We need better relationships with brands that are this close to us. 
  • Ads need to be seen – attention, be relevant – receptivity, and be chosen.
  • They tested ads during games. The ads were presented only when they person actively stopped the game to get help.
  • Ads viewed during a more convenient time got more view time, more cognitive engagement
  • People ignore pop=up ads but they do pay attention to ads that play at a convenient time. These ads also perform better after the game is finished.
  • Ads viewed by choice get a 40 second view compared to 9 seconds for interrupting ads. Heatmaps show people are less likely to be looking for the X Close button
  • Annoying ads have more engagement and motivation because they are seeking the X Close button
  • Need to consider the person on the other end of the phone. Don’t force them to change the rotation of their phone. If their phone is vertical, then play the ad vertical.

How Home Depot is optimizing the shopper experience by Dan Braker (Brakethrough research) and Brendan Baby (Home Depot)

  • Inverted pyramid – customer sits at the top of the pyramid, front line associates, field support, corporate support, CEO
  • Use a blend of in store eye tracking, qualitative shop alongs, exit surveys, employee interviews and more to give nagivation behaviours, reasons for behaviours,, experience metrics, operational issues, concept screening
  • Asked shoppers on arrival at the store if they would do their shopping trip with eye tracking glasses. Measure area of interest, time in the area of interest, count of shoppers touching or holding a product, time touching or holding a product.
  • Path tracking watches the path they walked through the store, where do people spend much more or less time, is it due to interest or confusion
  • Can measure pupil dilation for engagement measures, can also measure voice pitch analysis if they talk or ask questions
  • Don’t overlook the employees in your research, they know how shoppers navigate, when shoppers need help
  • Need to use emerging and raditional approaches to maximize learnings
  • Changes to store elements should be thoroughly tested before roll out

Leveraging Artificial Intelligence to do Real-time fan research during NASCAR’s biggest race by Brooks Denton (NASCAR) and Andrew Konya (Remesh)

  • Time with friends, cooking and eating, arguments about strategy, social media, ad consumption all together equals the experience
  • Asked a set of questions throughout the race, like a live bulletin board, to collect qualitaive data. Choose a few responses that best reflect the full range of responses and match those with segments and demographics
  •  Build a distribution of opinion for each answer, create a consensus for each answer 
  • Sometimes they show the live responses to people answering the questions to increase engagement and other times they don’t show the other resposnses to maintain research rigour
  • Viewers want split screen commercials, the data proves this and now they can bring that data to the broadcast partners 

The automation of behavioural science by Aaron Reid (Sentient Decision Science)

  • Some associates are hard wired (attractive person, babies) or learned (police cars, spiders)
  • Can you differentiate fear of spiders and spiders using sweat in the hand, do you sweat more for one or the other
  • Automation is a major trend in survey design, push button question types and dashboard reporting, full study design is becoming automated, tracking analysis is automated, regression analysis can be automated [I really hope that a person monitors all of these things because humans creating data are not robots]
  • STICKY does eye tracking online not in the lab, it may not be great right now but we improve so quickly that it’s worth it to get in early
  • We need to automate the science so that cientists can wok on theory, discussion, ideas not button pushing. This gives us time to work on the importat parts. Gives you time to increase empathy for people and brands.

https://vimeo.com/207500225

Consumer Segmentation Gone Wrong

Don’t get me wrong. I know why they do it. Company’s want to make sure that when someone visits their website, the site is as relevant as possible. They want to ensure that what you see on their website is what you’ll see in the store. But, things have gone just a bit too far for me. For instance, Home Depot won’t even let me look at their website unless I tell them my zip code. Are they not aware that zip codes are PII (personally identifiable information)? They don’t even give you an option to see a generic site. Your only option is to lie, something I’m completely against given I am an expert in survey data quality. So basically, when I shop around, I don’t end up buying at Home Depot.
HDsegment

Here’s another example. Cheerios won’t let me look at their site unless I tell them my age and how old my children are. Sure, I could just choose one of the four sites that I think would be most interesting, but dang it, I just want to see their website. Where’s the generic site for people who want to maintain some sense of privacy, the site where people know their demos aren’t being tracked? Nowhere that I see.
cheersegment
Segmentation is a great tool. It lets you understand people better and provide better services. But please, don’t segment me out of your store. Unless you don’t want my money.

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