When Science, Customer Service, and Human Subjects Research Collide


Two points of note on research about human subjects to provide better service experiences:

Social media platforms and the technology companies that produce our shared social playgrounds blur the boundaries between practice and research. They (we?) have to, in many cases, to improve the products that companies provide users. That’s no easy thing if you’re in the business of providing a social experience through your technology! But that does not exempt companies, any more than it exempts researchers, from extending respect, beneficence, and justice to individuals sharing their daily interactions with us. So we need to, collectively, rethink when “testing a feature” transitions from improving customer experience to more than minimally impacting someone’s social life.

And toward the end of the article, if it is true that we are in the era of the collaboration economy:

Scientists and technology companies scrutinizing data bubbling up from the tweets, posts, driving patterns, or check-ins of people are coming to realize that we are also studying moments of humans interacting with each other. These moments call for respect, trust, mutuality. By default.

[Mary L. Gray]

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Valeria is an experienced listener. She designs service and product experiences to help businesses rediscover the value of promises and its effect on relationships and culture. She is also frequent speaker at conferences and companies on a variety of topics. Book her to speak here.