The initial analysis was coding the qualitative data collected through the cultural probes and the interviews. We found 14 common themes as a result of this analysis.
With these 14 common themes at hand, we performed a benchmark study with the wrap-up reports. This study led to eliminating some of the vaguer themes. In the end, we concluded with five main themes. Each theme represents a topic that agents (An agent is a Lowell Nordic call center employee) put in their efforts. This analysis also helped us understand better how much effort an agent puts on each domain on average.
The bar graph figure below is my attempt to describe the result as non-disclosed as possible. In this figure, each part represents one of the main themes. The figure also visualizes the average agents’ effort spent on each theme. The first part is for the theme “explanation of affairs.” As the size indicates, “explanation of affairs” is the theme which an agent puts the most of their efforts on average.