Understanding Solutions to Problem Debt: An Experimental Investigation

We report a multi-stage online experiment (n=1,320) that tested multiple hypotheses regarding the presentation and communication of solutions for people with problem debt. We report four main findings. First, decision trees made it easier for people to locate solutions appropriate to their circumstances. Second, the merits of describing debt solutions using an internal (taking control) versus external (help when overwhelmed) locus of control were unclear, as effects were differential for different population subgroups. Third, debt solutions were better understood when information was structured around the process of engaging with the solution, rather than around the benefits. Fourth, the acceptability of debt solutions was strongly influenced by the emotional content of the relevant language, in keeping with the influence of stigma. These results have implications for improving communications with people seeking solutions to problem debt.