Challenge: News alerts are a main source of traffic for news outlets and their apps, but if they are done poorly, readers turn them off and disengage. A major news organization wanted to understand alerts and how to do them well.
Approach: News app users answered 3-days worth of pre-loaded questions on an online discussion board. Projective techniques and open end or video answer questions helped to identify pain points and purposes of alerts from the perspective of users.
Result: News organizations learned that app users expect customization and algorithmic learning when it comes to news alerts on their phones and organizations need to consider investing alert in development to stay relevant..