Coronavirus has delivered a new consumer context, presenting businesses with fresh opportunities and threats. If businesses align themselves with their customers now, they will be best-placed to take advantage of the emerging opportunities. If they do not, they risk losing touch or being leapfrogged by competitors. Chloe Amos-Edkins, intO's Research Director, believes that Investment in qualitative research has never been so essential.
Impacted by covid19, everything is taking longer than expected, whether that’s waiting in line at a retail store or boarding a plane. We’re even having to queue to shop online. Written by intO’s Jonny Jiang, this article explores how service design might try to bridge the gaps that WAITING is introducing to customer experiences in the retail and hospitality sectors.
In this article published by Inc., Joanna, our Founding Director, explores four steps to consider when expanding a brand to China.
