This led to a request to pilot the use of Immersive Research for a greater understanding of these issues. For this, some of Empatika's researchers became drivers for the ride-hailing company for a period of six days, operating in five different areas of Jakarta. This provided direct experience about the process of onboarding and being accepted as a driver, use of the apps, interacting with customers and food delivery. It provided ample opportunities to ‘hang out' with other drivers (with researchers often drinking instant coffee more than five times a day!) and learn about their lives through shared experiences. The researchers were able to build trusted relationships and openness over time hanging out informally with other drivers.

Through these interactions drivers provided suggestions on improvements needed for the apps and shared concerns which they would very likely not have shared through conventional surveys or formal feedback mechanisms. This immersive approach and Empatika's presentation on the findings helped management not only gain a greater understanding but also to better empathise with the drivers, from which they were able to take some immediate actions and use to plan future improvements and further research.

Empatika has also assisted a large spices company in helping them better understand farmers' lives in the areas where they buy raw materials from, and more recently helped an online music service learn about their Indonesian customers' checkout experience.