homeresources & publicationsby focus area › innovation services

 

Innovation Services

view by:  date | title | type

101 items 12nextNextlast

 

awards

books

case studies

Uncovering new ways people use technology to connect

7 December 2012

Sony wanted to explore how people use technology to connect and share experiences and what this could mean for future consumer products and experiences. 

Creating a new media business opportunity and technology platform

2009

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.

Transforming employee learning and customer service practices

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.

Using conversational insights to guide new products

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.

Designing a more engaging visitor experience

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.

Going beyond usability and incremental innovation to target new markets

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.

Harnessing communal expertise sharing to enhance services

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.

information sheets

Innovation Services brochure

30 March 2012

Breakthroughs may be born in the lab or boardroom, but they live or die in the marketplace – where people determine their real-world value through actual use. That's why PARC’s approach to innovation -- including ethnography -- places as much importance on people as it does on technology. Breaking down the silos that commonly separate research, engineering, social science, design, and business strategy, PARC is uniquely suited to help our clients identify unmet needs in the marketplace, recommend innovation practices that work, and introduce products and services that sell.

Methods for Ethnography: REACT

1 September 2011

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"…

technical publications

Footprints: A visual search tool that supports discovery and coverage tracking

IEEE Visual Analytics Science and Technology (VAST)

9 November 2014

Automatic Systems Diagnosis Without Behavioral Models

IEEE Aerospace Conference

1 March 2014

A comparative usability study of two-factor authentication

Usable Security Workshop (USEC), 2014

23 February 2014

Testing a novel parking system: on-street reservations

ACM Conference on Human Factors in Computing Systems (CHI 2013)

27 April 2013

The power of observation

The Parking Professional

February 2013

The value of rapid ethnography

Advancing Ethnography in Corporate Environments: Challenges and Emerging Opportunities, edited by Brigitte Jordan

November 2012

Back to the future of work: informing corporate renewal

Ethnographic Praxis in Industry Conference 2012

16 October 2012

How can I help you today? The knowledge work of call center agents

Participatory Design Conference 2012

15 August 2012

Video ethnography and the complexity of service work

First International Conference on the Human Side of Service Engineering

21 July 2012

Online gaming motivations scale: development and validation

ACM Conference on Human Factors in Computing Systems (CHI 2012)

10 May 2012

Ethnographic research podcasts in the corporate research environment

Pacific Sociological Association Annual Meeting

23 March 2012

Integrating local and remote worlds through channel blending

ACM Conference on Computer Supported Cooperative Work

11 February 2012

Identifying routine and telltale activity patterns in knowledge work

Fifth IEEE International Conference on Semantic Computing (ICSC)

18 September 2011

Ubiquitous meeting facilitator with playful real-time user interface

IEEE Conference on Ubiquitous Intelligence and Computing

2 September 2011

The implications of interactional ‘repair’ for human-robot interaction design

Fifth International Workshop on Human Aspects in Ambient Intelligence (HAI '11)

22 August 2011

The organization of repair in game play

International Institute for Ethnomethodology and Conversation Analysis (IIEMCA)

10 July 2011

A new look at World of Warcraft’s social landscape

6th International Conference on the Foundations of Digital Games (FDG 2011)

28 June 2011

If you build it they might stay: retention mechanisms in World of Warcraft

6th International Conference on the Foundations of Digital Games (FDG 2011)

28 June 2011

The work practice center of excellence

Chapter in Making Work Visible: Ethnographically Grounded Case Studies of Work Practice

18 April 2011

Transforming information system design: enabling users to design

Chapter in Making Work Visible: Ethnographically Grounded Case Studies of Work Practice

2011

Tokyo to go: using field studies to inform the design of a mobile leisure guide for Japanese youth

Chapter in Making work visible: ethnographically grounded case studies of work practice

April 2011

Interactions at a reprographics store

Chapter in Making work visible: ethnographically grounded case studies of work practice, edited by Margaret H. Szymanski and Jack Whalen

April 2011

Communal knowledge sharing: the Eureka story

Chapter in Making work visible: ethnographically grounded case studies of work practice, edited by Margaret H. Szymanski and Jack Whalen

April 2011

Rethinking how projects are managed: meeting communication across the organizational hierarchy

Chapter in Making work visible: ethnographically grounded case studies of work practice, edited by Margaret H. Szymanski and Jack Whalen

April 2011

Ethnography and the evolution of pattern recognition

Panel on Corporate Ethnography: Issues and Challenges at SfAA2011

31 March 2011

How health IT is changing the nature of medical work

Pacific Sociological Association Annual Meeting

3 March 2011

Les jeux vidéos en ligne: un laboratoire virtuel de recherche en sciences sociales?

Le jeu vidéo en ligne: nouvel espace de socialisation

2011

The "3D Wiki": blending virtual worlds and web architecture for remote collaboration

IEEE International Conference on Multimedia and Expo (ICME 2010)

19 July 2010

Understanding knowledge in action in the context of managing services

KMO2010: Knowledge Management in Organizations

18 May 2010

Why do we need to share information?: analysis of collaborative task management meetings

Book chapter in Collaborative Information Behavior: User Engagement and Communication Sharing

April 2010

Design of work and ethnomethodology

Annual Meeting of the Japanese Association for Ethnomethodology and Conversation Analysis

25 October 2009

Ethnomethodological studies of work and design

Annual Meeting of Japan Sociological Society

11 October 2009

Natural and implicit information seeking cues in responsive technology

Chapter in Human-Centric Interfaces for Ambient Intelligence

2009

Detecting human behavior models from multimodal observation in a smart home

IEEE Transactions on Automation Science and Engineering

October 2009

Natural and implicit interaction systems

IEEE Computer Magazine

August 2009

User-centered design and evaluation - the big picture

HCI International 2009

19 July 2009

Taking recipient design seriously in the context of emergency medical services

11th International Pragmatics Conference

13 July 2009

User initiated learning for adaptive interfaces

IJCAI Workshop on Intelligence and Interaction 2009

13 July 2009

Learning situation models in a smart home

IEEE Transaction on Systems, Man, Cybernetics; special issue on Human-Centered Computing

February 2009

Entity-based collaboration tools for intelligence analysis

IEEE Symposium on Visual Analytics Science and Technology

19 October 2008

The Magitti activity-aware leisure guide

Social Brain Forum

27 February 2008

Mobile recommendations for leisure activities

International Workshop on Recommendation and Collaboration at IUI 2008

13 January 2008

Expert system technology and work practice

Chapter in Orders of Ordinary Action, edited by Stephen Hester and David Francis.

2007

Doctors’ practical management of knowledge in the daily case conference

Book chapter in Orders of Ordinary Action: Respecifying Sociological Knowledge

2007

Teaching organizational ethnography

Proceedings of EPIC 2007

3 October 2007

Supporting the unremarkable: experiences with the obje Display Mirror

Personal and Ubiquitous Computing

October 2007

The implication of ethnomethodological analysis of practical actions

Ethnomethodology: Learning from Practioners’ Practices (Wordmap Series)

2007

Organizing sociable group communication: a conversation analytic study

67th Annual Meeting of the Society for Applied Anthropology

27 March 2007

Entity workspace: an evidence file that aids memory, inference, and reading

IEEE International Conference on Intelligence and Security Informatics (ISI 2006)

22 May 2006

Exploring the public sector copy shop: from investigation to solution

Annual Meeting of the Society for Applied Anthropology

28 March 2006

Studying workscapes

Discourse & technology: multimodal discourse analysis

31 December 2004

The effects of information scent on visual search in the hyperbolic tree browser

ACM Transactions on Computer Human Interaction

March 2003

videos

Market Opportunity Discovery

Innovation Services and human-centered insight

Mobile Interface Design

Innovation Services and human-centered insight

A Social Dashboard Tool for Online Communities

Innovation Services and human-centered insight

white papers

The Camera Doesn’t Lie: Rapid Observation to Create Better Customer Experiences

17 December 2013

In this white paper, learn:

  • How “rapid ethnography” can be effectively compressed into a relatively short period without losing impact
  • When rapid assessments are best used based on focus of inquiry, activity of interest, and findings meant to directly impact design
  • How LA Express Park utilized PARC’s REACT+ and, as a result, discovered new technology innovation opportunities and how to drive better dynamic parking CX

Download the white paper today to learn how your organization can uncover the “hidden obvious” for market-defining potential.

101 items 12nextNextlast