Contextual inquiry and focus group moderation

Staples hired Kay to research the information needs of its customer service representatives for a new knowledge management system. Kay conducted site visits at Staples call centers in Halifax, Nova Scotia and Framingham, MA where she ran focus groups and conducted ethnographic observation sessions with customer service representatives. The objective of this user research was to understand and analyze how customer service representatives use the available catalog and online-based information sources to resolve customer concerns.