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FAQs | Crypto.com User Research
FAQs | Crypto.com User Research

Information relating to User Research processes at Crypto.com

Support Specialist avatar
Written by Support Specialist
Updated over a week ago

At Crypto.com, we love to hear from our users in an effort to make sure we’re always improving and bettering our offerings. We regularly reach out to users to hear about their experiences and gain feedback regarding our products. Willing participants can sign up below or via an email sent from our dedicated UX Research Team at [email protected].

Why is Crypto.com conducting User Research/What is User Research?

User Research focuses on understanding user behaviors, needs, and motivations through interviews, surveys, usability evaluations, and other forms of feedback methods. It is used to understand how people interact with products and evaluate whether the Crypto.com App solutions meet user needs. It is also used to evaluate the perception of future functionality. At Crypto.com, we hope that performing User Research will help us improve our offering.

How do I sign up?

You can sign up here. By signing up, you will have the opportunity to share your feedback about current experiences and to see early Crypto.com features with a chance to shape them with your feedback.

You may have also received an email asking you to participate. If you are interested, please follow the instructions in the email.

Please note: We will always use a security phrase/word or an Anti-Phishing Code in all of our communications.

Who can sign up?

Those with a Crypto.com App account are eligible to sign up. We currently do not have a database for non-Crypto.com users but may set one up in the future.

What is expected of me if I sign up?

All of our User Research studies slightly differ. In some studies, you might be asked to join a one-to-one video call to speak to one of our researchers about your experience with Crypto.com, or you may be shown a new feature we’re working on in order to get your feedback on it. In other studies, you might be asked to complete a usability task or survey.

In all cases, we will speak with you about Crypto.com or your experiences in the investment space. Additionally, you can ask questions, and you will never be obliged to answer anything. The key to remember is that the studies will reflect our experiences and not you in any way. All we ask is that you give us honest feedback when you participate in these research studies.

When contacted about upcoming studies, you have the choice of whether to participate or not each time. If you decide to sign up, you will work with a researcher to arrange a time; this usually involves completing a survey or following a link to an appointment-scheduling site, where you can book a slot that works best for you.

In our communications with you, we will always use an agreed-upon security word or phrase, and the communication will always come from a dedicated Crypto.com UX Research Team email address.

How do I know this research is legitimate?

The research request will always come from the same Crypto.com UX Research Team email address and will have attached either an Anti-Phishing Code or the security word or phrase you chose when signing up. Always check the email address and security/Anti-Phishing Codes before responding to any email from us.

We will never ask you for confidential information or login details. The only information we will ask for is contact information and feedback related to the product(s).

Are there incentives for taking part?

Yes, you are always incentivized in CRO for taking part in any research. The incentivized amount will always be mentioned upon invitation to take part in the individual research studies and will vary depending on the study and expectations. The incentive will arrive in your Crypto.com account between 1 to 7 days after you take part in a research study.

What happens to my data after the research session?

Your participation in a research is voluntary. When you decide how much information you share with us, please keep in mind that we will delete open-ended responses that are impractical or erroneous.

If selected to participate in a research project, your information, survey responses or interview recordings will be processed for research purposes based on our legitimate interest - understanding and improving the Crypto.com App and services to better suit your needs.

Kindly note that campaign-specific terms may apply upon invitation to participate in a research project.

For more information please refer to the Crypto.com Global Privacy Notice available at https://crypto.com/privacy/global/html.

Do I have to prepare anything before the research session?

You generally will not have to prepare anything before the research sessions. We just want you to show up and be honest in your feedback. If there is anything you need to prepare, you will receive this instruction beforehand; most likely, this will not be the case.

Who will I speak with during the research session?

You will speak with one of our UX Researchers, whose role is to act as the voice of the user by listening to participant feedback and sharing it with the team. Another member of the team, like a Designer, for example, may also be involved in video calls; they will, however, observe in the background with the camera and audio switched off.

Who can I speak to if I have a question?

If you have any questions, reach out to us at [email protected]. We will respond accordingly.

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