Our thanks to the excellent Rebecca Nash at research company ESRO for providing us with a lecture in this years guest lecture series. A fascinating session on how ethnography at ESRO is used to to find out what people actually do and how they actually behave, as opposed to just what they might say they do in interviews and focus groups, with some good case studies of how resulting products can change peoples lives. So what product would you conceive to reduce aggression in hospital waiting rooms . . . . . ? Thanks Rebecca!