Consumer insights professional Carla Borsoi encounters the outlier that illustrates a greater truth.

There is nothing like home research to challenge your notions of whether or not everyone lives like you. Earlier this year, we were doing research on how people use multiple devices (phones, tablets ad computers) – what they are doing with each, what they feel about each device and how these are shared (or not). We were particularly focused on three audiences: Moms, Entertainment Junkies, and Earlier Adopters. Yes, in my world, we use Title Case to label our different audiences. At any rate, we picked three areas with high density for devices and plenty of each of these audiences in spades: NY, Seattle and Austin.

I headed to Seattle in late March to meet with people and to talk to them about what they do. The first interviews went swimmingly: one Dad told us how he used his tablet to collect coupons, his computer to develop his Saturday shopping plan with coupons, and his phone to go through with his plan. He also told us about watching movies during lunch at work on his tablet. An Earlier Adopter told us how he obsessively followed tech news as he rode the bus. Good, I thought, these interviews are going really well. The Seattle weather was appropriately grey and rainy, but these folks lived in warm and welcoming homes. Normal, to me, at least, with the typical toys in the home with kids, the nice entertainment system, clean kitchens, and so on.

It was our last day of interviewing. The rain had been pouring down the night before and I hoped it would hold off until I got to the airport at the end of the day. We were interviewing a young Mom who lived past Sea-Tac. I drove down pseudo-country roads and pulled up to the property for the interview. The driveway was full of mud. Thankfully, I was wearing wet weather boots. As I walked up with my colleagues to the front door I passed a dirty diaper sitting in the mud. Huh, I thought. Their garbage probably got torn apart in the storm last night. The house was old, but that’s how these things go. We were greeted by the young Mom and entered the house. Immediately the stale smell of cigarettes and mildew hit my nose.

Uh-oh.

The mom proved to be a bright young woman, who tended bar a couple nights a week, while going to school and parenting the rest of the time. I looked down at the dirty table in front of me while we continued talking. She had some great insights about how she used her tablet (often on loan to her parents who would watch the kids), how critical her phone was to keeping in touch, and how her computer was there as she worked on projects for school. However, the smell assaulted my senses. I could feel my two colleagues shifting in their seats, covering coughs. Our interview was scheduled for two and half to three hours, but after about 45 minutes, I knew I wouldn’t be able to handle it much longer. Someone asked if anyone had more questions. I quickly spoke up “Nope, think we’re good.” No one disagreed.

We walked out the door and I noticed more garbage outside – but breathed in the sweet clean air. I realized that as researchers we occupy a place of privilege. People allow us into their homes, without embarrassment or shame. This is their life. They allow us to see a window into it. People often participate in research for the chance to earn a little cash. This woman had spoken of how much they had saved to be able to rent this small, mildewed space. It reminded me that I have a lot of advantages that other people don’t. It’s a reminder that when we’re creating products, we’re doing it not just for some sexy early adopter, but real for people who are just trying to make ends meet and get started with their life. It also reminded me to go home and wash down the walls of our stairwell, covered in grime.

Tags: carla borsoi, fieldwork, garbage, home, smell, war story

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