Global insights: Embracing international and intercultural research for innovation
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
"Sounding authentically like you, while professional, is more engaging than robotic business writing."
Bruce GillespieLearning from journalism: Balancing impactful communication with compassionate storytelling
March 13, 2025
"We tested text fields with Mechanical Turk to find which perform best for most people and fed that into specs."
Elizabeth ChurchillExploring Cadence: You, Your Team, and Your Enterprise
June 8, 2017
"During COVID, the roadmap that worked one day was completely uprooted and we had to quickly adapt."
Maggie DieringerCutting through the Noise
September 24, 2020
"Users aren’t happy because they’re trapped; they have no sense of agency over the software they use."
Jen CardelloStandardizing Product Merits for Leaders, Designers, and Everyone
June 15, 2018
"Develop deep customer empathy — really understand who’s using a product and why — walk a day in their shoes."
Chris ChapoData Science and Design: A Tale of Two Tribes
May 13, 2015
"Slack is a huge part of how we are going to be engaging in today’s conference."
Bria AlexanderOpening Remarks
October 3, 2023
"Governance needs to become a self-correcting, flexible, and adaptable mechanism rather than centralized enforcement."
Jeff SussnaWhat DesignOps Can Learn From DevOps
November 6, 2017
"Self-doubt comes home with you because research is ambiguous and many stakeholders don’t know what it is."
Megan KiersteadYou Are a Badass at UX: Overcoming Imposter Syndrome
March 10, 2021
"If we wanted to scale and continue to grow, we were going to need something to help us."
Taylor Jennings Joe Nelson Alex KnollRepository Retrospective: Learnings from Introducing a Central Place for UX Research
March 9, 2022
