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    Conversation analysis

    Taking notes during a conversation is a necessary step to negotiate the meanings of things. However, very frequently these notes reveal uncertainties, doubts, obscure or not so clear issues and hidden clues of tacit knowledge, which need to be revealed.

    Conversation analysis is the method to clarify ambiguities in the language and to stem new evidence. Blinks is the name given to that sort of pre-knowledge (or implicit expert knowledge) that the conversation analysis can reveal.

    Our approach

  • Qualitative design research
  • User experience modelling
  • Contextual inquiry
  • Design ethnography
  • Interviews with extreme and lead users
  • Conversation analysis
  • Task and flow analysis
  • Our deliverables

  • User profiles and personas
  • Customer journey maps
  • Experience models
  • Scenarios
  • Examples of understanding projects

  • Condé Nast, Italy
  • Samsung, UK/Korea
  • LAit, Italy
  • Haier, China
  • Expedia, UK
  • Microsoft, USA
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