How can we put care into services? intO's Business Director, Jonny Jiang, argues that this question doesn't only apply to areas like healthcare or social services that deliver care as a core promise. It should also be a key concern when designing commercial services – from shopping and traveling, to banking and working.
Over the past two months, our team has developed a new, tiered research programme for clients: COVID-19 Impact Assessment Research Programme. It’s designed to examine the granular reality of lived experiences and needs, rather than trying to understand impact by reviewing only numbers. We are already helping businesses to reimagine scenarios that allow them to respond to emergent customer priorities across different markets around the world.
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Like many global businesses, our projects have been affected by the circumstances of COVID-19. In fact, we encountered the initial impact while running research in China and Japan back in January. In this article, intO founder, Joanna Brasset shares the key things we learnt whilst seeking certainty for our clients during a period of extraordinary flux.
