Drop the ball, and you might just drop your user's trust
When a $100 gift card becomes more elusive than a luxury box invite, you know there’s a story worth telling.
A very well-known FinTech company sent numerous emails inviting me to participate in a demo in exchange for a $100 DoorDash gift card. Some of my clients use their platform to process my invoices and make payments, so I have a recipient account with them. As a researcher with deep FinTech experience, I was interested to learn more.
I scheduled and participated in the demo on March 4th.
March 12th, I emailed the person who led the demo asking when and how I would receive the $100 incentive.
No response.
March 15th, I followed up again. He replied, “My understanding is that our marketing team will send out the gift card as soon as they confirm the details of the call. It can take between 30-45 days from the time of the demo for you to receive your gift card, but I will reach out to them and see if they can send yours sooner.”
March 21st, I received an email from a biz dev rep at this company inviting me to join their team at a San Francisco Giants game, with a guest, to hang out in their luxury box suite. The image is a screenshot of my response to the invitation.
No response.
Another week or so later, I followed up again with the person who led the demo.
No response.
It’s now been 3 months.
***Turns out, $100 is harder to get than a luxury box invite!***
This is a GREAT reminder: in UX, your word is your bond. Drop the ball, and you might just drop your user's trust.
How do you handle follow-ups and incentives in user research?
