Your Questions, Answered

  • Collaboration is critical. We’ll provide a detailed list of what we need and when. This may include:

    • Input on target customer definitions

    • Access to your audience (for example: email invites, social media posts, or CRM outreach)

    • Product samples or stimuli

    Feedback on screener or discussion guide drafts

  • Absolutely — and we encourage it! Observing research live is one of the most impactful ways to connect with your customers. Access and format may vary by method, and participant comfort is always our top priority. We’ll work with you to ensure observation adds value without disrupting the participant experience.

    ✨ Stay tuned: we’ll include a separate guide on best practices for observing research and active listening.

  • Deliverables vary by project and will always be detailed in your proposal. However, all clients receive access to:

    • Interview transcripts

    • Raw video and photos

    • Pre-assignments or pre-work

    • Interim debriefs

    • Final reports or synthesis decks

    All materials will be uploaded to your client portal for easy access.

🔐 Participant & Privacy Considerations

  • Participant trust is core to our work — we take their privacy seriously.

    • All participants sign a standard non-disclosure agreement requiring them to keep all research-related information confidential. This includes any brand-specific details, concepts, or products they encounter during the project.

    • Participants also sign a release form allowing Uncover and the client to use the information they provide,  including video, photos, and responses, for internal use only.

    • Important: If you wish to use any footage or participant quotes externally (e.g., in marketing), a separate, explicit release is required. We can provide guidance and templates if needed.

    While we do our best to limit exposure of personally identifiable information (PII), there may be cases where your team sees participant names and/or contact information. It’s essential that this information be treated as confidential and never used outside the context of the research.

  • Yes. All participants are compensated for their time and participation, and incentives are built into the project budget. We handle all incentive logistics unless otherwise agreed upon. The incentive amount is tailored to:

    • The type and length of the research

    • The target audience’s availability and the level of difficulty in recruiting

    In some cases, it’s financially advantageous for brands to offer incentives such as gift cards or merchandise. We are happy to discuss whether this is a viable option for your project.

  • We work hard to ensure reliable scheduling and full participation — but cancellations and no-shows are a normal part of qualitative research.

    Here’s how we handle them:

    • We build in buffer participants whenever appropriate.

    If someone drops out, we will replace them and adjust the schedule as needed.
    While no-shows can be inconvenient, they will never compromise project quality. We guarantee a full sample for every engagement.

💡 Insight Generation & Strategic Value

  • We believe research is only valuable if it leads to action. That’s why our process is designed to be collaborative and strategy-focused from start to finish.

    • We don’t just hand over findings — we work with you to translate what we’ve learned into real-world decisions and direction.

    • We share insights as they emerge, not just at the end, so your team can start applying what they learn in real time.

    Our deliverables highlight strategic implications, not just what people said — so you're equipped with both clarity and direction.

  • This happens more often than you’d think. And when it does, it can be a gift.

    • If insights challenge internal assumptions or existing data, we approach it thoughtfully — grounding everything in what we observed, and clearly explaining the why behind the behavior.

    • We're careful to present findings in a way that encourages reflection, not defensiveness.

    • Often, qualitative data can surface contextual nuance or emotional insight that quantitative data can’t — and these two data sources can work together to form a more complete picture.

    Our goal is to help you see your customer more clearly — even if that means shifting your perspective.

⚠️ Troubleshooting & Expectations

  • While your participation adds value, we design our process to be efficient and respectful of your time. Much of your involvement is optional, but collaboration always helps us go farther, faster.

    • We’ll clearly outline what we need from you up front, including key inputs and review milestones.

    We strongly recommend weekly check-in meetings throughout the project. These brief touchpoints help us stay aligned, address questions, and keep things moving smoothly.

  • We’re agile and happy to adjust the project scope when and where it makes sense.

    • Whether it’s refining the discussion guide, adjusting sample specs, or expanding deliverables, we’ll work with you to evaluate options.

    • Most scope changes require additional fees. We’ll always be transparent about what’s involved and get your approval before making any changes.

📦 Post-Project Support

  • Absolutely. We know how powerful a live presentation can be in helping teams internalize and act on insights.

    • We’re happy to present findings up to three times, schedules permitting — for example, to different internal teams or stakeholders.

    If additional sessions are needed or rescheduling is required, we’ll do our best to accommodate. In some cases, this may involve an added fee.

  • Yes — we consider insight activation to be one of the most important parts of the process.

    • We’re always available to talk through findings, answer follow-up questions, or review work that builds on the insights we’ve uncovered together.

    • Whether you need help framing next steps, refining ideas, or preparing internal communications, we’re here to support you.

    If you’re interested in an internal workshop or deeper activation session, just ask — we love helping teams bring insights to life.

  • Yes. Your client portal remains active, giving you ongoing access to all transcripts, videos, pre-work, raw data, and deliverables.

    We believe insights should stay accessible — not get lost in a folder.