While global publishing company DNP had a long history of delivering information on paper and other materials, it wanted to capitalize on the emerging trend of delivering information in digital formats.
If Xerox could leverage service technicians' tacit and socially shared experiences into a codified expert system, it would help improve services, revenues, and customer satisfaction.
The projector industry has matured. Despite the increased number of competitors and need for differentiation, innovations have focused only on incremental improvements or component technologies.
Based on observations of how Filoli visitors naturally engaged with audio guidebooks, PARC ethnographers realized that visitors wanted to listen to descriptive information together and share “listening spaces” with each other.
Motorola wanted to investigate sharing practices among family and friends, so it could develop personalized communications applications that helped people maintain and enhance their social bonds.
To better serve customers, reduce training costs, and increase revenue, a Fortune 500 company wanted to consolidate its fragmented call-center operations to provide a single face to customers.
Sony wanted to explore how people use technology to connect and share experiences and what this could mean for future consumer products and experiences.
Ethnographic insights have the power to fundamentally change perceptions, but it is often difficult to share observation-based insights out of context, and many clients don’t have the time to participate in workshops to absorb insights. PARC's Rapid Ethnographic Assessment and Communication Technique (REACT) compresses the ethnography process into a relatively short period of time and delivers findings that are essentially "self-presenting"…