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Behavioral Study on how consumers seek troubleshooting support for their devices using third party online content.
Quick Overview | Mixed Methods Research and Strategy
Identify opportunities to leverage third party content on social media for user needs thus reducing and managing call centre support volume on client's products
Organisation:
Fractal Analytics
Clients:
A technology giant with an ecosystem of products and services
Location:
USA Markets
Timeline:
November 2025 - January 2025
Role:
Lead Behavioral Researcher and Design Consultant
Methods
Used:
> Qualitative research with users of various products.
> Behavior Science Literature review to understand support seeking needs.
> Using of appraisal theories and dual process theories to build analysis and synthesis frameworks.
> Synthesis and building custom frameworks explaining platform preferences, user behavior, decision-action contexts and drivers.
> Collaborative experiments with the Data Science team to use LLMs to extract persona clusters from large data, combining qualitative learnings with quantitative data.
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