The brief asked us to create a cultural probe which would allow a large Telco company to better understand the emotions and problems experienced by the customer which causes them to drop out or move service provider. ‘Fubble’ is a cultural probe in the shape of a board game, that takes an innovative approach to researching the customer experience. This method engages and incentivises participants to complete tasks.
© Lena Blackstock, Fiona McGowan, Boris Zilberman, Ming Ge, Sara Nevay 2011
Team members include: