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What does customers, citizens, users, or patients really need?
If that’s a question you or your business is asking, then ethnography, big data analysis, service and behaviour design are methods you should consider looking into and investing in.
I'm a cultural analyst specializing in applied cultural analysis, and these days I’m using my curiosity and investigative approach to culture, structure, and hierarchy to understand the needs and behaviours of insurance customers.
My work always initiates within “big data” from recorded conversations between advisors and customers.
This is where I find the basis to also dive deeper and gather "thick data" - where I not only learn "where" and "how much" something happens, but also "how" and "why".
I contribute recommendations and collaboration to optimize and improve processes, input on communication, products, and culture.
I’m passionate about making a difference in customer relationships and employees' work lives, and I love to talk about all the differences this type of data can make.