Understanding work-from home experience during pandemic to explore opportunities for audio/video solutions.

• Project type: Academic project / Context Mapping Skills
• Client: A global audio/video solution company
• Time: Sep 2020 (5 months)
• Credits: Mikel Aguirre, Quiyi (Nora) Chen, Tao Chen, Jeroen Liveloo
• Keywords: Context Mapping, Generative user research, Qualitative user research, Co-creation, Personas, Product Development

Challenge

To gain a contextual understanding of how remote call center supervisors adapted to work-from-home setups during the pandemic. The goal was to identify key challenges and unmet needs to uncover opportunities for audio and video solution development.

Approach

Generative research was conducted to understand users in the early stages of product development. User-focused qualitative research techniques, including sensitizing booklets and interviews, engaged participants in self-reflection, uncovering deep insights into their remote work experiences.

Following the research, a co-creation session was facilitated with in-house designers to translate insights into product development and improvement opportunities.

Outcome

A set of personas was developed, capturing:

• Attitudes, expectations, and behaviors of remote call center supervisors.
• Contextual insights into their daily workflows and pain points.
• Timelines, future scenarios, and key opportunity areas for product innovation.