Case Study: Credit Karma creates insight-rich homebuying journey maps with dscout

Credit Karma builds insight-rich journey maps in 6-part study with dscout

Credit Karma, a credit and personal finance management platform, faced the challenge of understanding its users' home-buying journey after the COVID-19 pandemic radically altered the process. Their original plan for in-person research and collaborative analysis workshops was no longer feasible. To overcome this, they turned to the remote research platform dscout to gather rich, in-context insights from users.

Using dscout, Credit Karma implemented a multi-part remote study that included diary entries, video recordings, and a creative "treasure map" activity to capture the emotional highs and lows of the experience. dscout enabled distributed analysis with stakeholders, fostering deep empathy and collective ownership of the findings. The result was an insightful and impactful journey map that became a living, actionable asset for the product team, guiding design and strategy decisions.

Credit Karma