Archive: Case Studies

Applied Anthropology.

We translate complex human behaviors into actionable corporate strategy. Our methodology bypasses surface-level data to uncover the implicit truths that define the organization.

PROJECT 01 / ENTERTAINMENT INDUSTRY

Understanding Third-Party
Localization Vendor Needs

CHALLENGE

No understanding of what users wanted or needed from the organization.

ETHNOGRAPHIC INSIGHT

We discovered how much users wanted to feel like part of the team, not just people providing a service.

STRATEGIC RESULT

We redesigned the information architecture and communications to highlight collaboration. Partners reported feeling more helpful, and were more willing to work with the organization.

Global Bank
Network Analysis
NETWORK ENTROPY ANALYSIS v.4.02
PROJECT 02 / TRAVEL INDUSTRY GIANT

Travel Giant Information
Flow Audit

CHALLENGE

A leading travel industry customer service team suffered from information fatigue due to overwhelming amounts of documents available for consumption and users unwillingness to sift through them all, as required by the program teams.

ETHNOGRAPHIC INSIGHT

We mapped the unspoken hierarchy of service-program interactions, and discovered a service-led repository of six to ten documents used without program knowledge.

STRATEGIC RESULT

Implementation of a service-led and program-approved revamp of top-used and required documents, and a restructure of the folder architecture which housed the documents. Usage of documentation in service interactions increased to ~80% by Q4, increasing from <45% in Q1.

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