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Segmentation – a powerful tool for the social sector

ESOMAR Foundation has launched a new series of webinars on Research Knowledge for Not-for-Profit organisations focusing on Advanced Research and Insights. 

In the first webinar of the series, Sema Sgaier of Surgo Foundation demonstrated the effective use of segmentation, as an aspect of research and explained the fantastic value it can bring to the global development sector.

Sema’s words

It was a great opportunity to help launch this series of webinars by discussing the powerful tool of segmentation; a method central to our work at Surgo Foundation. In the webinar, I covered both why the non-profit sector should use segmentation to target their interventions, as well as the different types of segmentation available and the key steps to completing a good segmentation. Although a segmentation approach is not always the needed solution, in the right situations it can provide immense value as an efficient and effective means of reaching your target customers.

What’s segmentation and why should you use it in your programs?

Everybody is different. People act and behave the way they do for a variety of reasons. It should, therefore, come as no surprise that a one size fits all approach to shifting behavior often fails to address human heterogeneity, yet for too long this has been the approach of many interventions. Segmentation is a great tool for addressing human heterogeneity as it defines populations into distinct subgroups which share defining characteristics in relation to the behavior of interest. Interventions can then be designed in response to the needs of these specific subgroups. The defining characteristics of a segment may relate to demographics (e.g. age and socioeconomic status), attitudes (e.g. perceptions of hospital safety), behaviors (e.g. number of antenatal checkups attended) or a combination of the three. We believe the combination option, which we call psycho-behavioral segmentation, is often the most valuable, though admittedly complex, approach to creating segments.

Steps for a segmentation

A good segmentation is both a science and an art. Although the webinar provided guidelines for conducting a segmentation, it is important to remember that it is essential to involve many stakeholders including decision-makers, researchers, sector experts, and intervention designers throughout the entire process from designing the segmentation to implementing interventions. This ensures that the segmentation created meets your program needs and is both high quality and actionable. With this in mind, the six key steps to a segmentation are:

  1. Define the goal: Who do you want to segment? What’s the target behavior to understand and change?
  2. Framework for primary research: What variables do you need to collect and include in the segmentation solution? Using a behavioral framework helps structure these decisions
  3. Qualitative research: Small scale qualitative research can provide you with additional needed information to better design your quantitative study
  4. Quantitative research: The most critical step for your segmentation is collecting data on a large sample based on the variables you identified as important in steps 2 and 3
  5. Analysis: Develop your segments by choosing the right variables. There are many different algorithms you can use (e.g. unsupervised cluster analysis).
  6. Prioritize and target: Depending on program goals, pick the segments you want to target with interventions, these may be the largest groups or those who will be easiest to convert.

There is no perfect way to conduct a segmentation. You must choose the design and techniques that give you segments that are meaningful for your program, amenable to intervention, large enough to be targeted, stable over time, and easy to identify. The process will require expertise, trial and error, and engaging a range of stakeholders.

Linking Theory to Practice

I ended the webinar by discussing two case-studies that demonstrate the value of using customer segmentation to tackle two key development challenges: increasing the uptake of voluntary medical male circumcision for HIV prevention and increasing contraceptive use in Niger. As the sector continues to adopt segmentation, I hope to see more case-studies like these emerge that we can all learn from.

To learn more about the value of customer segmentation and some interesting case-studies, check out our article in the Stanford Social Innovation Review.

About the author

Dr. Sema Sgaier is the Co-founder and Executive Director of Surgo Foundation, a privately funded action tank whose mission is combining a customer-obsessed agenda with thinking in systems to solve complex global development problems. She works at the intersection of behavior, data, and technology. Previously at the Bill & Melinda Gates Foundation, she led large-scale health programs in India and Africa. She is faculty at the Harvard T.H. Chan School of Public Health. She was selected as a Rising Talent by the Women’s Forum for the Economy and Society and has a Ph.D. in neuroscience.

 

Missed out the presentation? You can still check it here.

Esomar Foundation will be continuing the series with a new webinar on 9th of May – watch this space for more details.

Advanced Research and Insights webinar: SEGMENTATION

The ESOMAR Foundation, in partnership with Toluna, is pleased to announce the launch of a new series of webinars.  The webinar series is designed to offer insights and showcase advanced research techniques used to improve not-for-profit organisations work.

Market research in the private sector grows increasingly sophisticated as researchers and insight professionals develop more advanced analysis techniques and use new data sources and technologies to understand customer behaviour and target communications to individuals. In this 2019 series of Webinars, ESOMAR Foundation aims to inform Not-for-Profit organisations about these advanced research techniques in order to help them use research more effectively in their programmes.

The first in the 2019 series considers Segmentation – probably one of the most powerful techniques used to target customers – and how we can use it for social good. Marketers nowadays invest a significant amount of time and money to deepen their understanding of their customers, including their behaviors, beliefs, emotions, unconscious biases, and social norms.  Commercial companies have made psycho-behavioral segmentation core to their approach because it works – it improves their bottom line! However, psycho-behavioral segmentation remains woefully underused in the global development sector. Most global development programmes still segment people by demographics when trying to change their behavior. There are tremendous opportunities to learn from the private sector and segment people based on the reasons behind their actions so that they can talk to them in ways that they will listen.

In this webinar, Sema Sgaier of Surgo Foundation will cover the value of segmentation in the global development sector, demonstrate its effective use through case studies, and discuss the challenges, lessons, and opportunities for Not-for-profits to make better use of segmentation in their research budget.

Co-founder and Executive Director of Surgo Foundation, a privately funded action tank whose mission is combining a customer-obsessed agenda with thinking in systems to solve complex global development problems. She works at the intersection of behavior, data, and technology. Previously at the Bill & Melinda Gates Foundation, she led large-scale health programs in India and Africa. She is faculty at the Harvard T.H. Chan School of Public Health. She was selected as a Rising Talent by the Women’s Forum for the Economy and Society and has a PhD in neuroscience.

 

A lifelong market researcher currently working on the GfK Verein’s University Cooperation Programme to improve the quality of education in Market Research in Africa and China.

We look forward to hearing from you next week, 26 March 2019, 17:00 CET for an enlightening discussion!

 

 

Concepts of democracy in rural Kenya

The 4th and last webinar of the “What different Qualitative Approaches can be used to achieve various objectives?” series brought some insights into a very delicate and political topic – corruption in voting behavior in Kenya.  Emanuel, Astrid and Barbara shared their current experience around a qualitative research in progress on voter integrity in rural Kenya.

Everything will be okay in the end. And if it’s not okay, it’s not the end. This is the attitude that has been driving our research case for the past 15 months. And having the opportunity now to present it to the international ESOMAR Foundation community was, without doubt, a very bright moment for us. The presented research project „Concepts of democracy in rural Kenya“ – conducted by QMR – Qualitative Mind Research, Munich – is one module of a whole story.

This story started with the Kenyan general elections in August 2017, in which Emmanuel Karisa Baya ran for the seat of a local representative (MCA) to make a change in his hometown in the hinterland of Malindi (North Coast, Kenya) struck by extreme poverty, long droughts and the effects of HIV. Against all expectations and broad support in advance, Emmanuel lost the election. A first review made clear that massive buying and selling of votes and bribery was one central reason for this defeat – a common practice in all counties of Kenya. Quantitative research indicates that 56 % of Kenyan voters have ever received a bribe from a political aspirant/candidate.

Team meeting of “Peace from the Soil” with QMR in preparation of the research fieldwork

The community-based initiative “Peace from the Soil” was founded due to the impulse of taking action against corruption and bribery by developing a civic education program for rural voters. Emmanuel and the whole team felt that a better understanding and insights of voters´ attitudes, worries, and hopes in rural Kenya is needed as a basis for the training program.

QMR – Qualitative Mind Research was requested by Peace from the Soil and its´ founder Emmanuel to conduct a qualitative survey.

The research flanks the whole ongoing process of the democratic development project to deliver insights where needed. During the campaign, election, the setup and foundation of “Peace from the Soil”, our research methods were mainly participating observation and facilitating Focus Groups, which led to first results on bribery during the election and first hypotheses on underlying belief systems of voters in rural Kenyan areas.

Phase 2 of the research shall deliver input for the planned civic education program. From January we will be conducting 20 paired in-depth interviews (IDI‘s) at five different locations in Marafa Ward. Of course, this will be a kind of experiment and the next step in our learning process, because a setting like this is not common in rural Kenya until now. In each IDI setting we will have two respondents that know each other already (=40 respondents) and in addition the interviewer and the interpreter. Recruitment of respondents strives for a broad diversity (Age, educational level, gender, profession groups, residence, political preference). A potential third research module might evaluate the training program later.

Huge interest in our research project and technical equipment in rural Kenya

Stay tuned for first results and insights from the qualitative fieldwork in this challenging setting in one of the ESOMAR Foundation 2019 communication.. because as John Lennon once said….!

With warm regards, Emmanuel, Barbara and Astrid

 

ESOMAR Foundation webinar: Focus on Design and Taking Action

 

The 4th and last webinar of the What different Qualitative Approaches can be used to achieve various objectives?” series will focus on research design and action. The webinar will give listeners an overall understanding of how to design and deliver a qualitative project that will really make a difference to their Not-for-Profit organisation’s impact.

The first speaker, Astrid Novianti, will talk about a particularly challenging project that was conducted in Indonesia – a very important, high profile and ‘political’ subject, with a sensitive and difficult audience – how did she make sure that the research design was right? That all aspects were covered? That the findings really drove the action strategy?

The subject of the study was Stunting – which is the impaired growth and development of children caused by poor nutrition and repeated infection resulting in their height being two standard deviations below the WHO Standards. Stunting in the first 1000 days from conception, has adverse consequences on cognition, educational performance, adult wages. It’s not a “visible” illness and goes undetected in the early days. Behavior change in health and nutrition leading to prevention of stunting is a key task in emerging markets.

Indonesia has a higher incidence of stunting among ASEAN Countries …1 in 3 children. The government of Indonesia has committed to an integrated National Nutrition Communication Campaign (NNCC) for behavior change targeted at individuals, communities, and stakeholders to minimize stunting. To this end, IMA World Health was commissioned by MCA Indonesia to design and implement an effective NNCC resulting in behavior change and lower stunting incidence.

Kantar TNS Indonesia conducted the in-depth study for understanding of knowledge, beliefs, attitudes, and behavior related to mother and child nutrition and stunting – to identify the motivators and deterrents to desired behavior, including the role of different influencers and influences to aid integrated communication strategy development covering message and media/touchpoint strategies.

Astrid will share the difficulties, the thought process she went through, and what has been done as a result of the insights generated.

In the second part, we will have three speakers, Emmanuel, Barbara and Astrid, who want to share their very current experience around another difficult, sensitive and political topic – corruption in voting behavior in Kenya. They will offer insights into a qualitative research in progress on voter integrity in rural Kenya. After losing a successful grassroots campaign in the August 2017 general election they started collecting voices among the local campaigners, to document the process and gather first information on what might have happened.

“Corruption” turned out to be a complex multivariate concept, that needs further exploration to reframe it, learn from it and make it fruitful for future democratic development. But how? They will share how they will prepare for the second round of research in January 2019 to deepen our understanding of voter decision making and concepts of democracy that will provide the database for further action, as an information-based support network for upcoming local politicians and civic education training for this rural community.

They look for ideas and contribution from you, the audience. It is a very challenging assignment – how do you get people to talk to you honestly about such a topic, in a way that helps you know what to change? Do you have relevant experience that you can share?

 

A lifelong market researcher currently working on the GfK Verein’s University Cooperation Programme to improve the quality of education in Market Research in Africa and China.
Astrid is a team leader in TNS qualitative unit in Indonesia. She is a psychologist graduated from the University of Indonesia and have her Master of Science degree from Rijks Universiteit Groningen, the Netherlands, and with more than 10 years of research experience, she has the passion of understanding human behavior. With the rich experience of working both in the research agency side as well as consumer and market insights role with two different multinational clients (Heinz & Samsung). Astrid is an expert in providing deep and sharp analysis with an excellent understanding of business issues. She also provides added value of cultural context and psychological aspect beyond the findings.
Emmanuel Karisa Baya is an organic farmer from the coastal province of Kenya. He is the founder and executive director of Magarini-Centre, a CBO that teaches organic farming and supports 252 orphan children. In the 2017 general election he ran I for a seat in the local council (MCA) and is since then leading the local voter empowerment project Soil Peace in his community.

Barbara Kalusche is a senior qualitative research consultant based in Dresden, Germany. For the past five years, she has been using her psychology, journalism and deep democracy facilitation background to create forums for deeper understanding in highly polarized environments e.g. by developing facilitating-deutschland and oneworlddresden a platform for German and rural Kenyan students to connect.

Astrid Kunert is the co-founder and strategist of QMR, the Munich based Institute for high-end qualitative research. With more than two decades of market and social research experience, Astrid and her team have served national and international clients in a wide variety of industries including automotive, financial services, media as well as government institutions and NGOs.

 

We look forward to hearing from you next Wednesday, 28 November 2018, 17:00 CET for an enlightening discussion!

 

EF webinar 28 November: How can Qualitative Research support and inform a Non-Profit organisation’s aims and objectives?

The 4th Webinar in this series focusses on research design and action. Even when we fully appreciate the value that qualitative research can bring, the possibilities of different types of qualitative research, and have seen examples of some particularly challenging projects – it is not always easy or obvious to see what to do in your own particular situation. So in Webinar 4 we will pull all these different strands together and look at how to identify the issue that needs to be addressed and think about the best, and most cost-effective, research design to address it.  How to define the key insights, and then – most importantly – how do you define the most appropriate and most effective actions to take, based on the insights and findings of the research?

This webinar will give listeners an overall understanding of how to design and deliver a qualitative project that will really make a difference to their Not-for-Profit organisation’s impact.

MODERATOR Phyllis Macfarlane
Treasurer
ESOMAR Foundation

A lifelong market researcher currently working on the GfK Verein’s University Cooperation Programme to improve the quality of education in Market Research in Africa and China.

Astrid Kunert
Co-founder and strategist
QMR – Qualitative Mind Research

Astrid Kunert is the co-founder and strategist of QMR, the Munich based Institute for high-end qualitative research. With more than two decades of market and social research experience, Astrid and her team have served national and international clients in a wide variety of industries including automotive, financial services, media as well as government institutions and NGOs.

Barbara Kalusche
Senior Qualitative Research
Q-research

Barbara Kalusche is a senior qualitative research consultant based in Dresden, Germany. For the past five years, she has been using her psychology, journalism and deep democracy facilitation background to create forums for deeper understanding in highly polarized environments e.g. by developing facilitating-deutschland and oneworlddresden a platform for German and rural Kenyan students to connect.

Emmanuel Karisa Baya

Organic Farmer and founder “Peace from the soil”

Emmanuel Karisa Baya is an organic farmer from the coastal province of Kenya. He is the founder and executive director of Magarini-Centre, a CBO that teaches organic farming and supports 252 orphan children. In the 2017 general election he ran I for a seat in the local council (MCA) and is since then leading the local voter empowerment project Soil Peace in his community.

Astrid Noviant
Client Advisor
Kantar TNS Indonesia

Astrid is a team leader in TNS qualitative unit in Indonesia. She is a psychologist graduated from the University of Indonesia and have her Master of Science degree from Rijks Universiteit Groningen, the Netherlands, and with more than 10 years of research experience, she has the passion of understanding human behavior. With rich experience of working both in the research agency side as well as consumer and market insights role with two different multinational clients (Heinz & Samsung). Astrid is an expert in providing deep and sharp analysis with excellent understanding of business issues. She also provides added value of cultural context and psychological aspect beyond the findings.

 

28 November 2018, 17:00 CET

Qualitative Research for Not-for-profit organisations – Webinar Summary (part 2)

On 17th of October, ESOMAR Foundation hosted the third webinar of the series Qualitative Research for Not-for-profit organisations. The webinar showcased real stories of recent qualitative research, and how it worked to help NFPs to achieve their objectives.

The online event was hosted by Phyllis Macfarlane (GFK & Esomar Foundation) and featured Simon Patterson, Founder and CEO at QRI Consulting and Philly Desai of UK-based international development consultancy Turnstone Research.

Philly presented a case study from Voices for Change, a UK AID programme in Nigeria which focuses on challenging discrimination against women and girls. The study aimed to identify the key influencers and opinion leaders of young people using an innovative approach for mapping social networks, offering new ways to impact on young people’s attitudes and behaviours.

Voices for Change focused on shifting the attitude on gender discrimination in Nigeria 

The Voices for Change programme focused on 16-25 year olds in four States of Nigeria – Kano and Kaduna in the north, and Enugu and Lagos in the south. We used a range of approaches to shift attitudes on gender issues, including direct work with young people; mass media approaches; and working via key influencers, such as religious and traditional leaders. It was this last area – using social networks and influencers – that my session focused on.

During the project design phase, our literature review suggested that religious and traditional leaders were influential on both young people and the parental generations. However, we wanted to check whether there were other people who might have a greater influence on young people, so we conducted a series of workshops in Enugu, south-east Nigeria, to explore this issue. We convened eight sessions of around 10 young people aged 16-25 and we asked them who was influential in their lives and opinions. Each young person drew a map of their social network, and then they introduced us to some of their key influencers. We interviewed these individuals, to find out about their attitudes and their openness to partnering with Voices for Change.

Who were the influencers?

The young people identified a wider range of influencers than our literature review had suggested. Religious leaders were important, but these might be youth pastors, local religious teachers or leaders of fellowships at college, rather than senior leaders of the church or mosque. Traditional rulers, surprisingly, were rarely mentioned. Informal influencers such as college lecturers, older brothers and sisters, the peer group, employers and workmates were also important. However, they can be difficult to identify as they are not found within traditional structures, such as the Church, NGOs or youth groups. Those in university had wide social networks, whilst those who were working had a more restricted range of influencers. This showed that one-size fits all approach would not work.

Based on our research, we made several changes to our strategy for influencing young people. We partnered with specific networks focusing on youths, such as the Girl Guides and National Youth Corps; we moved away from commercial networks such as Unions, towards informal groups such as football clubs; and we introduced selection criteria for the young people who took part in face to face work, to ensure that a proportion was well-connected in religious or student societies.

What’s the key takeaway?

No matter how good your literature review and how sound your strategy, you need to talk to your beneficiaries directly to find out what they really think, feel and do – and qualitative methods can help you do this.

About the author

Philly Desai is a senior researcher with over twenty-five years’ experience working on communications and behavioral change projects. For the first twenty years of his career, Philly worked mainly on government research in the UK. Recently he has been involved in projects in Africa (Nigeria, Malawi, and Zimbabwe), helping to design and evaluate international development programmes. The projects he developed and implemented covered health, crime, transport, security, gender equality, and private sector development.

Following the presentations, there was a live Q&A session. The whole thing was recorded, so you can watch it on demand. 

ESOMAR Foundation will be continuing the series with a new webinar on 28th of November – so watch this space for more details!

 

Watch the full webinar

 

EF webinar 26 July: What different Qualitative Approaches can be used to achieve various objectives?

 

 

ESOMAR Foundation believes that a fair, just and peaceful society is deserved by all and recognizes the immense promise that the research community offers to those striving to achieve these goals on a global level. We bring volunteers and resources together to execute projects and provide financial support to help and support charities and NGO’s to achieve their aims. In this second webinar of the series, the speakers will identify and tackle different  Qualitative Research Approaches for Not for Profit organisations which can be used to achieve various objectives.

Experts from the NFP world and market research agencies will share their experience of using ethnography to bring to life the situation (e.g.) Street Invest’s work to change donors and the public’s perception of and attitude to Street Children. Using Focus Groups and In-depth interviews to develop the actual communications and get the best out of media strategy. Making the best of online qualitative approaches and present new opportunities that technology offers the NFP sector, whilst also mentioning the limitations.

 

The webinar will feature

MODERATOR Phyllis Macfarlane A lifelong market researcher currently working on the GfK Verein’s University Cooperation Programme to improve the quality of education in Market Research in Africa and China.

 

Sonia Whitehead is the Head of Research at BBC Media Action, the international charity of the BBC that uses media to inform, connect and empower people around the world. She has worked there for 11 years and has specialized in conducting media research to develop content and evaluate its impact. This work has ranged from understanding people’s perceptions of climate change across Asia and exploring gender-related issues with people living in conflict in Syria, Afghanistan, Darfur and Somalia. Before that Sonia worked in market research both in the UK and India.

 

Georgina Day joined StreetInvest in 2016, after six years in advertising and CSR communications, working on household brands including Dove, Ford, Virgin Media and Amnesty International. She made the move into the charity sector to see how she could apply her experience to driving positive social change. Georgina combines analysis, strategic communications thinking and creative execution, to tell meaningful stories about StreetInvest’s impact and to build the organisation’s profile.

 

Edward Appleton is Director Global Marketing and Sales with Happy Thinking People. Edward has worked for over 20 years in market research on both agency and client side. Prior to his current role, Edward was Senior Insights Manager with Coca-Cola in Berlin; before that he was European Insights Manager at Avery Dennison. His career started many moons ago with Mass Observation UK, which he left to join the Insights team at Nestle UK. He blogs regularly at www.researchundreflect.blogspot.de and for Esomar.

 

26 July 2018, 17:00 CEST