The email user experience

The role of email in communication

Challenge
Email plays an important role in the life of people both in terms of work and also social and family life. The client needed to understand the opportunities for new services and products particularly in relation to the use of mobile devices.

Ethnography email 1

Work
Working as a sub-contractor to Alison Black Research and Consulting we carried out a number of in-depth interviews in people’s home. We also used a diary to track the number, type, length of, devices and accounts used to send emails and considered other communication channels which participants used.

Outcome
Key insights were identified along with service propositions and product opportunities for the client.



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