Advancing the Value of Ethnography

Resilience: Lessons from a Period of Disruption


Cite this article:

2022 EPIC Proceedings, ISSN 1559-8918,

What happens when the research lens is turned inward? As a Strategic Designer, I spend most of time planning for research to engage with people so I can better understand their needs and behaviors and turn research insights into actionable solutions. In this PechaKucha, I share a personal reflection of what resilience means to me and the insights I gleaned based on my own experiences during the pandemic. It’s a visual story about a journey of pain and loss, but also strength through discovery, experimentation, and adaptability.

Demonstrators holding signs such as “I Can't Breathe” and “No Justice, No Peace” in Nubian Square Boston in response to the murder of George Floyd

George Floyd protest in Nubian Square, Boston. May 2020. Photo by Traci Thomas

Traci Thomas is a Principal Strategic Designer at the Boston Consulting Group. She informs CX strategy through the design of new and improved digital products and services using a human-centric approach that’s rooted in problem framing, ethnography, and iterative prototyping. She’s worked with clients across several industries including fintech, healthcare, hospitality, automotive, and cultural institutions.

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