An aged care provider sought to better understand the decision-making process for families placing loved ones in care. They partnered with Latitude Insights, who conducted research through an Insights Community to explore the expectations, needs, and experiences of families and carers. The research identified opportunities to improve engagement and services. It provided insights that informed strategic planning around infrastructure, staffing, marketing, and communications. Latitude Insights recruited family members of current residents through targeted outreach on the provider's website and database to gather in-depth and context-rich feedback over six weeks.