This article shares an innovative, community-centered method for research, sensemaking, and innovation in social...
Tag: narrative analysis
Using Ethnography and Narrative Analysis to Uncover Customer Agency: Intrepid Travel’s Online Booking Project
This paper draws on a discovery research project focused on the customer experience of Intrepid Travel's automated booking system. The Data Analytics team initially investigated customer behaviour when booking and found problems with high exit rates on the first and second steps of the 3-step...