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User Research at Kraken
At Kraken we’re always looking at how we can evolve and improve our products and services. As part of this, we run regular user research in order to help us understand the wants and needs of our clients. Participating in research is easy and it gives you the opportunity to give us information on how you would like our products to develop.

What is user research?

User research is the process of gathering insights from our users to help us shape and improve our products and services.

Who can participate?

Anyone who is over the age of 18 can take part in our user research studies. We look for participants of all levels of cryptocurrency experience, so whether you use Kraken daily, or you’re looking to take your first steps into digital assets, we want to hear your feedback.

How do I participate?

If you would like to sign-up to take part in future user research studies with Kraken, you can submit some details in our User Research Sign-up Form, here. We will reach out to you if we run a study for which you fit the criteria.

How will I get notified if I’m selected?

If you’re selected to take part in a user research study, you’ll be contacted via the email you have supplied in the sign-up form (linked above). This email will include details about the research session and what you can expect.

How do I know this research is legitimate?

Email communication from our User Research Team will always come from a @kraken.com email address. Some scammers use lookalike domains which often have small changes or spelling mistakes in the domain name. We will never ask you for account information, your password or two-factor authentication codes and we’ll never ask you to send your funds anywhere.
Kraken has a global 24/7/365 Support team, and we are here to help. If you have any doubt about the legitimacy of an invitation to take part in research please do not hesitate to verify the request with our Support team before proceeding by contacting us, here.

What should I expect if I take part?

When taking part in a user research study with Kraken, you will typically have the opportunity to provide feedback on your experience using one of our platforms. We typically gather feedback in two ways:
  • Research interviews: Within research interviews you will meet with one of our researchers online to talk about your experiences. The researcher may ask to share screens in order to show you a web page or a design and then ask you to give feedback on it. 
  • Surveys: Within surveys you’ll be asked to give feedback on multiple aspects of the Kraken experience.
When you take part in user research, there are no right or wrong answers, so we ask that you are honest during the session. If you take part in a research interview in which you are shown a web page and asked to fulfil a task on it, remember that we are testing the web page and not you, so if things seem puzzling, or if you’re not able to fulfil a task, that’s okay. The goal of the research is to learn what does and doesn’t work well for you, not to test your abilities.

How do you protect my privacy?

It is our policy to safeguard and protect the information we collect during user research sessions. We rarely ask for any personal information during research sessions. When scheduling face-to-face research sessions we may ask for a name and email address so that we can organize a convenient time to meet with you online and coordinate the details of your research session.
Any personal information collected as part of user research will only be used for research purposes and it will be collected in accordance with the Kraken Privacy Notice. You will typically be asked to sign an agreement before participating in research interviews that assures everything discussed during the sessions remains confidential.
 
Important!
  • Kraken will never ask you for login information, such as passwords or security questions.
  • Kraken will never ask you to send your cryptocurrency or your own funds to anyone.
  • Kraken will also never request control of your devices via Remote Desktop Access software.
  • Kraken will never ask you for your wallet seed phrase.

Frequently asked questions:

I signed up, but I’ve decided that I don’t want to participate moving forward. How do I opt out?

You can opt-out of our user research participation mailing list at any time by completing this opt-out form. If you are looking to unsubscribe from other types of Kraken emails, you can follow these instructions.

How long is a research session?

Research interviews typically range from 15 minutes to an hour. Research surveys typically take between 3 and 15 minutes to complete.

Do I have to pay to be a participant?

No, you do not have to pay to be a research participant and we will never ask you to send cryptocurrency or your own funds to anyone as part of user research participation.

Can I ask you questions about crypto or how to use Kraken during the session?

Our user researchers are not set up to advise on how to use crypto or how to use our products. If you’re having problems with one of our services or you have questions about how to use a Kraken product, please reach out to our dedicated Support team by contacting us here.

Will I get paid for participating in a session?

Sometimes we offer a small ‘thank you’ gift to those who participate in research sessions. The value of the gift varies from study-to-study. With studies of this kind we'll always tell you what to expect and how it will be sent to you ahead of the research session taking place.