surveys

Operationalizing Ethnographic Research to Grow Trust in Digital Financial Services

SOREN HEITMANN SINJA BURI FABIAN REITZUG International Finance Corporation Case Study—Trust motivates people’s uptake and use of digital financial services (DFS). Understanding the socio-cultural determinants of DFS trust are needed to scale financial access and drive financial inclusion. These are core components of international development strategies, such as the Sustainable Development Goals (SDGs) or Universal Financial Access (UFA2020). The IFC-Mastercard Foundation Partnership for Financial Inclusion (the Partnership) conducted ethnographic research to understand factors that impact people’s attitudes and perceptions of DFS. Nine months of field work each in Cameroon, DRC, Senegal and Zambia were conducted, in collaboration with local research institutes’ Anthropology departments and the African Studies Center at the University of Leiden. The results of the ethnographic research produced a framework for understanding drivers and barriers to people growing trust in digital financial services. This paper analyzes the...

ReHumanizing Hospital Satisfaction Data: Text Analysis, the Lifeworld, and Contesting Stakeholders’ Beliefs in Evidence

JULIA WIGNALL Seattle Children's Hospital DWIGHT BARRY Seattle Children's Hospital Case Study—Declining clinician engagement, increasing rates of burnout, and stagnant patient and family experience scores have led hospital leadership at Seattle Children's Hospital to submit requests to a data scientist and an anthropologist to identify key themes of survey comments and provide recommendations to improve experience and satisfaction. This study explored ways of understanding satisfaction as well as analytic approaches to textual data, and found that various modes of evidence, while seemingly ideal to leaders, are hard pressed to meet their expectations. Examining satisfaction survey comments via text mining, content analysis, and ethnographic investigation uncovered several specific challenges to stakeholder requests for actionable insights. Despite its hype, text mining struggled to identify actionable themes, accurate sentiment, or group distinctions that are readily identified by both content analysis and end users, while more...