ICBC Argentina + Qualtrics

ICBC Argentina's UX research, HR-EX, and Quality teams had built up a substantial body of research spanning several interconnected topics, but they faced a significant access problem. When someone needed an answer, they had to route it through a researcher. The team's influence was capped by its own bandwidth — insights could only travel as fast as a researcher could hand-deliver them.

ICBC adopted Qualtrics Research Hub to centralize their research assets in one searchable library and make insights self-serve for the first time. Instead of tracking down a file or flagging a researcher, designers can now search the full library and get AI-generated summaries with cited sources at the top of results. The next step is extending Research Hub from the research team to the broader design organization — making it the default first stop for anyone who needs an insight.