Key Insights

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  The evolution of animation under Walt Disney demonstrates the rapid change in creative fields; similar advancements in research practices are necessary.

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  Research methods have evolved but may not be keeping pace with technology's growth. Emphasis on diverse methodologies is crucial for future progress.

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  Digital channels are overtaking traditional methods; organizations must adapt their research to focus more on digital realities.

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  Most service design work is now digital-centric, reflecting a shift in the industry towards online experiences and platforms.

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  Greater emphasis should be placed on long-term impacts and systems thinking in research to understand broader societal changes driven by digital.

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  New research methods need to borrow techniques from various disciplines (e.g., journalism, ethics, urban planning) to better predict outcomes.

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  The pandemic highlighted the necessity of effective digital services and design, emphasizing their role in fostering community support and information sharing.

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  Organizations must consider both positive and negative consequences of their digital solutions on various communities.

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  There's a critical need for researchers to embrace a broader curiosity about how digital influences human experience.

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  Companies should focus on validating that their products genuinely benefit users, moving away from purely functional metrics.

Notable Quotes