Which action is a recommended way to capture concerns about benefits?

Question

Options

• AAsk people their opinion in a large group meeting.
• BConduct a focus group with people who are close to the plan and who know the business
• CWatch a user who is trying to do her job.
• DInclude a question in the company employee satisfaction survey.

• A
  3% (1)
• B
  81% (25)
• C
  6% (2)
• D
  10% (3)

Explanation

Option B is correct because a focus group with people who are close to the plan and understand the business provides targeted, informed feedback. These participants have the context needed to identify realistic concerns about benefits - they understand what the changes mean in practice and can articulate risks or gaps that others might miss.

Why the distractors fail:

• A (large group meeting) - Large groups suppress candid feedback; social dynamics cause people to self-censor or follow dominant voices, producing shallow or skewed input.
• C (watching a user do her job) - Observation (ethnographic/usability research) is useful for capturing workflow realities, but it doesn't directly surface concerns about benefits - users won't narrate their worries while working.
• D (employee satisfaction survey) - Satisfaction surveys are too broad and generic; they aren't designed to probe specific concerns about a particular plan's benefits, and response rates/quality are unreliable for this purpose.

Memory tip: Think "right people, right context." Capturing benefit concerns requires people who know enough to have valid concerns - that points straight to a focused group of informed insiders, not a crowd, a survey, or silent observation.

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