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case studies
Creating a new media business opportunity and technology platform
Dai Nippon Printing
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.
Designing a more engaging visitor experience
Filoli Center
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.
Using conversational insights to guide new products
Motorola
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.
Going beyond usability and incremental innovation to target new markets
NEC Display Solutions
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.
Uncovering new ways people use technology to connect
Sony
Sony wanted to explore how people use technology to connect and share experiences and what this could mean for future consumer products and experiences.
Harnessing communal expertise sharing to enhance services
Xerox Corporation
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.
Transforming employee learning and customer service practices
Xerox Corporation
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.
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