Applied anthropologist example: Martha Bird and chatbots

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Let me introduce Martha Bird to you via this article in Computerworld. She has a PhD in anthropology and has worked in a range of industries including a non-profit, telco and in e-commerce. She helps match user needs across multiple markets to products and services for global brands. Right now she is a business anthropologist working on how chatbots need to function for customers of an HR product and service provider.

She says that in her role she “is always about thinking about the intersections of technologies and people or, put another way, about the human-machine relationships in cultural context“. As an anthropologist, she is building on work done to date around UX and customer journeys in the company and explains: “the user’s journey must also account for the cultural landscapes – organizational, culture, national culture, geography, tech infrastructure, gender – on which these journeys are mapped“. This is something that an anthropologist can offer.

One of the interesting things involved in her work is identifying “cultural precisions” where cultural differences need to be built into how chatbots function in order to meet user needs globally.

Full article here

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