Summary
Many multinationals default to researching within US and European settings, missing out on the rich opportunities yielded by other cultures. We’ll inspire you to embrace the power of international and intercultural research, providing practical techniques to approach this work with sensitivity and impact. We’ll explore when and why to broaden your research, the benefits and trade-offs, and how to operationalize these methods to unlock deeper insights and fuel innovation across cultures.
Key Insights
-
•
Superficial localization like language or currency changes is insufficient for global market success.
-
•
Deep culturalization requires ongoing understanding of local values, beliefs, social norms, and history.
-
•
Sephora failed in South Korea because its makeup products and sales approach conflicted with local preferences for skincare and self-exploration.
-
•
iCare succeeded in India by adapting physical store design and product offerings to local height, price sensitivity, and dietary preferences.
-
•
Small cultural behaviors, such as the Filipino 'sari-sari' economy buying small product quantities, can significantly inform digital service models like Spotify’s mini subscriptions.
-
•
Cross-cultural research must uncover unconscious cultural drivers behind customer behaviors, not just surface actions or stated preferences.
-
•
Cultural nuances impact research logistics profoundly, such as time perceptions in Kenya and incentive relevance in Qatar.
-
•
Participatory methods like ethnography and emotional immersion reveal richer consumer insights than traditional interviews alone.
-
•
Businesses need collective alignment across teams for successful cultural adaptation strategies.
-
•
The best cultural adaptations are seamless to users, preventing friction like booking errors from overlooked date format differences.
Notable Quotes
"Do you have any questions before we start? Usually no, but one Filipino participant asked how old I am because it helps him know how to address me appropriately."
"Understanding local culture and context is often the make or break for success in global expansions."
"Sephora failed in South Korea because their bold makeup focus did not align with the local preference for soft, natural looks and skincare prioritization."
"I tend to avoid the term localization because it’s often mistaken as mere language translation; I prefer culturalization—it’s a deeper, ongoing process."
"iCare adapted to India by lowering cupboard heights and changing cafeteria menus to fit Indian tastes and lifestyle habits."
"The Filipino habit of buying products in small quantities stems from economic hardship and historical influences like pre-colonial trade practices."
"Spotify introduced weekly mini subscriptions in the Philippines inspired by the local 'tenny' culture of small purchases."
"Cross-cultural research isn’t just what people say or do—it’s understanding the unconscious motivators behind behaviors."
"In Kenya, flexible attitudes toward time caused delays in sessions, which stressed our team but were culturally normal."
"The best cultural adaptations fit so seamlessly into the experience that local audiences don’t even notice the difference."
Or choose a question:
More Videos
"We had to show rather than say why design operations roles existed."
Maggie DieringerCreating Consistency Through Constant Change
January 8, 2024
"When was the last time that you felt stuck? The one where you feel a sense of being stuck trying to understand something."
Abby CovertStuck? Diagrams Help
October 27, 2022
"Sponsor sessions are optional but incredibly high content and not sales pitches."
Bria AlexanderDay 3 Welcome
September 25, 2024
"Safety is a fundamental human need which is often taken for granted and maybe that’s why it’s forgotten about."
Mansi GuptaDrawing from Feminist Practice to Make Inclusive Design Operational
September 9, 2022
"Selling an ideal solution to an organization never works. You push a good start and adapt as you go."
Dan WillisFilling the Void
November 7, 2018
"You can’t calm the other person until you’re calm yourself."
Laura WeissTurn Down the Heat: 3 Ways to Handle Conflict in the Moment
November 20, 2024
"Imagine your entire design team seeing what everyone else is doing with all deliverables in one place, removing silos."
Aurobinda Pradhan Shashank DeshpandeIntroduction to Collaborative DesignOps using Cubyts
September 8, 2022
"As a civic designer, it’s really up to you to hold managers accountable for their promises on inclusion."
Yalenka Mariën Marie MervaillieDesigning for Digital Inclusion in the Belgian Government
December 8, 2021
"The future of civic design will be localized, designed for and by communities rather than dictated top-down."
Bria Alexander Ariel Kennan Charlotte Lee Sarah Brooks Emily Lessard Gordon Ross Joanne DongReflect and Chart Forward
December 10, 2021
