Totara Health
Primary healthcare provider Totara Health commissioned FOLKL to explore the potential for implementing a patient-centred feedback system to innovate healthcare provision. FOLKL set out to truly understand the ‘patient voice’ by training and working alongside a team of kaiāwhina to conduct extensive, in-depth interviews and an all-encompassing survey with the Totara Health patient base.
FOLKL’s research explored concepts such as ‘what healthcare means to patients?’ and ‘what ideal healthcare provision looks like from a patient perspective?’ Totara Health is using FOLKL’s insights to drive decision making in relation to the nature and delivery of current and future services, defining itself as an innovative, whānau-centric healthcare provider. FOLKL continues to facilitate an ongoing ‘feedback loop’ to ensure ‘the patient voice’ remains front and centre as developments are rolled out.
Napier City Council
Napier City Council wanted to understand public opinion and behaviour relative to key infrastructural developments in a high-use central city locality. The project involved measuring fluctuations in vibrancy and connectivity within a precinct that had undergone modification. FOLKL established a qualitative and quantitative system of measurement that utilised in-depth interviews and technology-assisted observation to examine a raft of relatively intangible concepts and ensure the impact of the council’s developments could be thoroughly understood.
FOLKL’s approach provided the Napier City Council with an unprecedented understanding of how the infrastructural changes were being received and utilised. The findings informed the next phase of changes to the area including speed limit alterations and the introduction of raised pedestrian crossings. The project increased public satisfaction with the consultation process.
twenty-seven names
twenty-seven names is a leading New Zealand fashion label with a commitment to sustainability, ethical production and supporting local industry. The company was seeking an effective pathway to maximise online sales without having to conform to a conventional, high-frequency, paid social media trajectory.
FOLKL set out to fully comprehend twenty-seven names’ current and prospective customers and applied a mixed method research approach to inform its strategy. Initially FOLKL undertook a full analysis of the brand’s existing database before enriching and scaling its findings through the addition of third party data points. Crucially FOLKL applied psychographic attributes, derived from in-depth interviews and digital ethnography, to ascertain a meticulous level of customer understanding, allowing for a highly-targeted media strategy.
As a consequence of FOLKL’s project twenty-seven names has recorded a substantial 30% increase in online sales.
Napier City Business
Napier City Business (the Napier City central business district retail group) was looking for a way to stimulate Napier’s nightlife and increase vibrancy in the CBD after 5pm with a focus on mid-week activity. FOLKL was employed to investigate the views, cultural-undercurrents and barriers preventing growth in the number of people accessing and enjoying the CBD zone at night.
Through ethnography, stakeholder workshops and technology-assisted observation, the insights uncovered by FOLKL developed into a unique, physical solution which tangibly addressed the problem - the lack of a Napier City Happy Hour. A mobile bar on a bike rolling between different CBD venues on a Thursday night generated a cult following and became a catalyst in boosting Napier’s night-time vibrancy. 10% of all people working in Napier’s CBD became regular patrons of Napier City Happy Hour. The Napier City Happy Hour received national media coverage. The initiative had a knock on effect and encouraged other venues to create their own similar events thereby fostering further CBD transformation. In tandem with the mobile bike project FOLKL’s research prompted a media strategy capturing, reinforcing and promoting the CBD’s new after 5pm social bustle.