Reimagining the

Future

Understanding life and trends in

Indonesia

August 2020
Your KANTAR team today

Sridhar Reddy Nurhasanah Ayuningtias Ummu Hani Luthfi Anditaputra

Head of Qualitative Associate Director Creative Domain Lead Creative Expert

2
Before we start….

Please refresh the link in case it stalls You will receive a recording of the Please feel free to ask your questions in
webinar post the session to watch on the Q&A box and we will try to address
demand and the copy of the as many questions as possible at the
presentation end of the webinar or via email post the
webinar

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Our Agenda today

1 Where are we today?

2 How are people responding to crisis

3 How is it reflected in six important facets of their life?

4 Relationships

5 Work

6 Money

7 Leadership

8 Health

9 Entertainment

4
Authentic empathy requires perspective taking

We have learned from the fourth wave of the Kantar

COVID-19 Barometer that consumers are looking for
expressions of authenticity and empathy across Indonesia
– whether it is from their brands or leaders.

Genuine understanding requires a deep immersion

into what it means to be human in times like these.

5
Amidst the rising number of cases, there’s no significant influence into
consumers’ anxiety during new normal period
Small fluctuations depending on daily movements
New normal period

100 2000
Number of Cases % Concerned
90 1800

80 1600

70 1400

60 1200

50 1000

40 800

30 600

20 400

10 200

- 0

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Instead, consumers are quite enthusiastic in embracing the new normal with
immense support for government’s plan

Sentiment Conversations
Based on social content Based on social content

Negative
14%

Positive
86%

28% vs before ‘new normal’

Base: 662,612 posts

Source: Social Media Listening

7
As life opens up, individuals often fall on a spectrum between ‘surviving’ and ‘thriving’,
dependent on the material impact that lockdown and PSBB has had on them

SURVIVE THRIVE

Source: Kantar COVID-19 Chatbot UK 14-17 May 2020, conversation with 298 respondents
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Cultural differences around dealing
Uncertainty
with uncertainty and individualism vs. avoidant
collectivism can impact COVID19
responses Poland

Spain France

Collectivism

Individualism
Brazil
Collectivism – Individualism Italy UK*
Everything is about “I” versus
everything is about “we” Thailand Germany

Nigeria
Netherlands
Australia
Uncertainty avoidance - openness Indonesia
Kenya South Africa
USA
Their avoidance of risk versus Philippines
openness to change and uncertain
situations
Vietnam
China
Open to
uncertainty

9
Our six C19 Tribes differ on two key dimensions

More worried

Seeking updates less frequently

The degree of
1

Constantly seeking updates

concern they feel

Their drive to keep up

2 with the latest COVID-19
news

Less worried

10
C19 Barometer wave 6, June 19-23
Indonesians have largely been compliant good citizens or distressed dreamers
Que Seras (whatever Distressed Precarious
Ostriches Hibernators Good Citizens
will be, will be…) Dreamers Worriers

INDONESIA 7 16 13 26 25 13

GLOBAL 12 22 12 22 18 13

I just don’t see what the I am pretty chilled. I think I accept the situation, and I want to be informed and I I am really concerned This is really scary for
fuss is about. And I don’t all the rules are a bit don’t need to be updated think if we should all about my health and me, wish the
really care either. excessive. constantly adhere to the rules financial situation, but do government would do
believe things will get more..
better
Informed

Worried

Follow the rules

Trust

C19 Barometer wave 6, June 19-23 11

We looked at markets through key value dimensions (Hofstede, Hall)
And then went onto look at how this underlies current COVID-19 behaviours and
future tensions ...

Power distance Individualism versus Low context versus high Openness versus
collectivism context aversion to risk

Do existing social hierarchies or Does a culture with a focus on Are rules, norms and How open or averse is the culture
egalitarian attitudes influence on oneself versus an emphasis on expectations within these to risk and what does it tell us
the ground realities for people? group welfare impact behavioural societies explicit, or is behaviour about cultural response toward
response? enacted from a shared crisis management?
understanding of expectations -
what does this mean during the
COVID-19 crisis?

12
Understanding cultural codes
Indonesia
High collectivism made 80% According to COVID-19 Indonesian
of people will be angry at Tribes, Indonesians tend to be
people who didn’t adherence “Good Citizen” and “Distressed
Individualism Collectivism
to COVID-19 norms Dreamers” as a well-informed and
cautious person.

Low power High power

distance distance

Open to
uncertainty
High uncertainty
avoidance
togetherness

Highly verbal Highly

symbolic

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How the markets compared

Individualism Collectivism

Low power High power

distance distance

Open to High Uncertainty

uncertainty avoidance

Highly verbal Highly

symbolic

Australia China Pakistan Kenya India Netherlands Indonesia Mexico Russi United Kingdom Hong Kong Saudi Arabia United States
Select country for a

further info

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Where are we today?
Social media bubbles have given way
to physical bubbles

16%
of Indonesians can’t wait to get back to office

We see less of the outside world (except what we see through

media).
We spend more time with (and talking to) people we know.
But unlike social media bubbles, these bubbles stifle us and we are
eager to meet the outside world and go back to the familiar.

“ I miss going to the office, I even miss the traffic!

”
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Quarantine fatigue is setting in

Zoom-fatigue and news-fatigue has set in. Invasion of physical space

is pronounced as people spend more time together in smaller
spaces.

“ I need to juggle between work, meetings, kid’s assignment,

and house chore, I need my free time.
I want to go to school and hang out with my friends. Online
learning is boring and full of homework

”
17
The home is now the centre of
everything and is not set up for it

No other time in history have we seen the convergence of

work, childcare, school, socialising, media consumption,
shopping channels etc. localised to our homes.

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Despite this, people are keeping
themselves busy

72% 69%
of Indonesians are trying do exercise more to manage
new recipes their mental health

The loss of a familiar routine has been refocused in other ways,

with some distractions and some serious upskilling initiatives.

“ I have never touched the kitchen, now I even try cooking!

I watch my first K-drama in all time!

”
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The system has not backed us
We are afraid for our lives

According to COVID-19 Barometer, 15% claimed they have

became unemployed because of COVID-19 situation.
Each of us has experienced some form of vulnerability
Our income has been threatened

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Our living circumstances are not all
equal
Our children’s education has been threatened

31%
of Indonesians want school/colleges to re-open

“ Online learning means I need to be a co-teacher for my kids,

the teacher can’t really control and teach their student through

”
online—the system is not fully prepared for this.

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We have lost control of time
Mental and physical health has suffered due to
the disruption of routine and access to
alternatives. We are not even safe at home
If you are a woman, lockdown life could be
about trading one safety issue for another.
Almost 50% of Indonesians are looking forward to meet their
friends so they tend to do make more of an effort to stay connect
with others while stay at home

“ Doing quarantine is exhausting, the flexible time at work is

killing me, I still received email and call late at night. I miss

”
going out with my friends.

22
Vulnerability is the powerful, universal
emotion of the times

“ I feel bad for the kids, they need to have outdoor activities
and social interactions with other kids. But with this condition,
it’s impossible for me to let my toddlers play outside the
house, and I’m running out of ideas to keep them happy and
secure with staying inside the house.

I'm overwhelmed with all the news and social media post
about COVID. I decided that I need to step away from all the
news for some times to keep me sane.

I was given no job with no pay until I don’t know when, and I
have not so much on my savings

Doing school from home is exhausting, piled up homework

with short deadline, can barely focus on online class, and
can’t see my friends. I miss hanging out with my friends.

” 23
We have coped with vulnerability by
searching for connection and
community

63%
of Indonesians expect brands to donate their advertising space
for charities

Volunteering to make a difference. Helping each other is the way Organizing at a community level for mutual support
to cope and survive in this difficult time (Neighbourhoods, Residents’, Welfare Association).

“ Me and my friends is doing charity, distributing mask and

other medical aid to people.
“ My community is trying to protect the residents, we doing
local lockdown and giving food and aid for those whose in
need.

”
What I appreciate about my neighborhood is the way we help
each other. As simple as sharing food and checking each

”
others condition.
Charity as a part of religious beliefs in Indonesia.

24
Nostalgia and anchoring in the good
old days is another coping
mechanism
Words might not show it, but many posts in social media
show that a lot of people is becoming nostalgic and craving
for familiar and enjoyable things.

25
Our response to the PSBB is to either
slow down and be mindful, or
to keep ourselves busy and ignore it

And we expect brands to mirror the

appropriate sentiment to connect with us

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After a period of prolonged isolation,
what kinds of lived (emotional, functional)
after-effects are we going to see among
people?
Examining our lived experiences in the midst of an existential crisis

RELATIONSHIPS WORK MONEY LEADERSHIP ENTERTAINMENT HEALTH

28
Relationships
Strong connections allay feelings of vulnerability

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Relationships

“
ꟷ In an uncertain, scary world in which people feel vulnerable, the
I rarely have time with my family on weekdays. I used to
family unit provides a predictable comfort and safety
come home late or busy doing travel-work. Now I have a
ꟷ Strong relationships have new-found depth and reward; fresh lot of time with the kids, we spend time in the kitchen
appreciation for those most dear cooking together on weekdays.

ꟷ Caring and taking care of each other is the minimal contribution to I am closer to my little sister now, doing home quarantine
society make me realize that I have a lot of similarities and enjoy
spending time together at home.
ꟷ Feeling connected to a community shapes mindsets and
behaviors; and results in a stronger sense of self Throughout the pandemic, I have developed a better
relationship with my neighborhood. We barely spoke
before, but know it seems that we need to take care of
each other, just as simple as saying hello, sharing foods,
and asking their condition.

”
30
Due to pandemic, people have realized that current challenges can
only be overcome by support and kindness within each other

Conversations
Based on social content

“Let's Support the New Normal by following the health protocol

discipline so we can stay healthy & maintaining the economy
#NewNormalDemiRakyat” – Twitter User
“For some people, the opening of the mall might sound exciting, but
don't forget to stay #DisciplineFollowingNewNormal” – Twitter user

New Normal is a way to restore people's economy.

#HelpTheCountrytoovercomepandemic” – Twitter user

Though in smaller scale vs Ramadhan period, movement on Not only supporting government, Indonesian netizens also
donation is still being trend amongst Indonesians remind each other about the new protocol

31
More people spending time at home
and being more creative and used
their time creating something

ꟷ Localism as a form of protection, a way to help each other

People are enabling communities to thrive. Lots of home and local
business is starting during this pandemic and people are helping
“ With this WFH situation, me and my family decided that
we will open our own small restaurant. We enjoy cooking
and we can also be more independent with our income.
It’s also good that we can share the food with people who
in need in the society
each other to ensure the sustain of the business by promoting or
buying from local business I saw a lot of my friends on IG are posting their selling, as
a friend the least I can do is reshare it as a promotion or
buy it.

”
Conversations
Based on social content

32
Brands need to showcase a truly ‘connected and kind’ world while
ultimately infuse its role in the story

Stronger sense of interdependencies

Cadbury – This doesn’t need to end Brooke Bond Red Label

Alluding the new sense of one-ness, helping Demonstrates the role of brand in celebrating and
each other and supporting each other. inspiring interdependencies

33
The paradox of belonging in a
world where many are never
apart – and some can never be ꟷ While togetherness provides mutual support, there is a
need to balance ‘we’ time with ‘me’ time especially in
together homes with space limitations
ꟷ Being at home everyday means more bonding/family
time, but that also means it can create more frictions
between family members as you stuck with each other all
The bicycle community phenomenon shows how Indonesians are
the times—shown from increasing pregnancy rate and
longing for connection with others, yet still prioritizing safety above all also divorce rate
ꟷ Social circles both expand and shrink
ꟷ More discerning approach to social relationships – few but
strong

34
Brands need to find new ways to facilitate the needs of connection, while
staying relevant and intimate with consumers

Intimacy re-defined

Three - Monster Hunter Nivea Care – Soft connects us all

Three showcases how distance is not a barrier Nivea Care triggers thoughts of new expressions
to feel close with the loved ones of showing we care and love

35
As people discover new things about
each other, new avenues of respect
and empathy emerge - both in our
homes and in our communities

“
Genuine empathy is increasing, many have newfound Staying at home for months make me realize that for all
respect for each other’s roles, and gender roles are less this time my wife was doing a hell lot of jobs taking care
rigid for this family.
ꟷ Household work – female still doing most of the job, but Now I get the chance to spend more time with my kids
males are seeing / appreciating daily tasks more and observe what they do. I can see for myself how hard
ꟷ A slight movement to more balance in the household their schoolwork is and give them help.
between providers and caretakers.

”
36
Brands need to portray consumers in more relevant way, given the
evolved tension in their daily life

Self-Discovery of Identity and Meaning

Nestle – Terima Kasih Ibu

Nestle sharing appreciation to mothers through

showcasing how the role has evolved

37
Relationship

New behaviours

A culture of connection - people care about others and invest the time to develop
Relationship healthy relationships, reaching out to help others

Preserving one’s own time while fiercely protecting the family’s time
behaviours that Curating a life – making moments more meaningful, including doing things with family

Mothers: are feeling complexed – happy and secure that all family members are
the pandemic under her supervision, but more stressed, depressed due to more responsibilities,
less free time
has shaped

38
Work
Work should provide continuity, structure,
earning and meaning

39
The pandemic has brought home the
fragility of the ‘job’ market where
having a job does not ensure job
security

“ This pandemic has impact all sectors and industries, including

my job. As a FnB company, we obliged to close all of our
restaurant at mall. That means we have to discharge all the
employees at store

I have no job now, work from home for me means no job, no

income, no clarity on when can I get my job back

I got a 50% pay cut due to this pandemic and work from
home policy

”
40
Many cannot go to work or do not
have jobs and feel anchorless

“ Since there’s no field work, I have no additional income. I only

received fixed income as I didn’t get any transport fee during
work from home time.
Losing my income has brought my shame.

I have no job, no income and no savings. I don’t know what to

”
do.

43
Class divide exposed:
The privileged have the luxury of
working from home: flexibility, security,
ease, time and money-saving are some
of the perks

“ Work from home somehow save me some money, there’s no

need to buy a new clothes, shoes, accessories, put on my
make up, no commuting. I’m glad for that.

What I like about WFH life is the flexible time, no need to

wake up in the morning or wearing a formal attire

”
44
But going to a physical workplace is
still important for emotional stability
and work-life balance
Assuming there were no longer any government restrictions,
more than 50% of Indonesians are mostly ready to return to
office

“ Yes, flexi hours means I can start work later but I am working
much later into the night and that’s not healthy.

I miss going out to office, the fixed hour of working from office
give me a better work-life balance from home. It seem
impossible back then, but we survive!

It’s just simply hard to work from home. Having the kids at
home who also doing school from home is consuming my

”
time and energy, I find its hard to focus on my job.

45
Going to a workplace is as important
for the worker as it is for the rest of
the family – it’s the only way to
coexist in a shared space

26%
of Indonesians are very eager to start hanging out with friends

“ I know it sounds funny, but I’m dying to get back to my normal

working habit. I miss going to office, I even miss the traffic.

What I like about work is the co-workers, we usually spend

time together after office hours, just hanging out.

I kind of miss going to workplace, we could have lunch or a

”
quick snack time with colleagues to rant about work.

46
Showcasing ‘me too’ in facing WFH challenges, or how the brand can
provide tangible support is another route to create resonance
Play with brand purpose

Progressive – Tech Issues Apple – The whole working from home thing

Progressive comedically showed their own A series which tells the story of how a team struggles
challenges of doing conference calls with the challenges of working from home, and
shows how Apple can help

47
People have turned inward as a
way to reclaim some control

In many places, people are topping up income with

39%
Indonesians start thinking about to start a
micro-entrepreneurship business as an impact of pandemic condition
A focus on developing new skills

“
In especially risk averse places, people are not keen to
Now I realize that I should not fully rely myself to one
switch jobs until the economy settles particular job, preparing from emergency fund and saving
Putting plans in place to create a better life – saving are a must. So if time like this happened, I’m fully

”
prepared
more, better work-life balance, and smart solutions to
running a business For future, I would like to be an entrepreneur. That’s why
me and the family chose to open our own catering
business now. So that we can cook together and also be
financially dependent.

48
New skill or ‘micro-entrepreneurship’ context in ad’s stories can
help boost the brand’s relevancy, particularly when it’s connected
with the brand role
Play with brand purpose
Grab - #TerusUsaha

A montage of multiple small businesses that are either

facing challenges or just starting to open due to the
pandemic, and that Grab supports the digitalization of
these business

49
Work

Work behaviours New behaviours

that the Decompression time during work

Create new boundaries between work and home (especially Singles)
pandemic has Balance between creative reflection and group interactions

shaped More pressure to demonstrate that you are working (Connected

24/7, Video calls)
Introspection on the value of time, money, and connection

50
 Money
Financial vulnerability sees shift from accumulation
to prudence and protection

80% 66% 80% 62% 80%

Claimed coronavirus has Claimed go out of their feel This situation Claimed pay more Claimed pay more
already impacted way to find the best demands us to be even attention to products on attention to prices
household income prices, even if that more proactive about sale
means going to different financial planning
stores.

51
The fear of loss, whether that be
status or simply basic needs –
evokes feelings of vulnerability at
all levels of society

ꟷ Protection versus Accumulation - anxiety over money has led to

increased protectiveness of money through self- sufficiency or
government help 56%
ꟷ The pandemic disproportionately impacts different ages, life- Claimed coronavirus made them less likely to make a big
stages and socio-economic status – splitting the world into a purchase
now and future needs focus:

“
ꟷ For daily wage workers the need is now
Of course I’m anxious (about current financial condition),
ꟷ For white-collar employees the focus is on the future cause I don’t know until when this will happened (unpaid
leave), and when can I get my job back.

Our priority expense now is anything for daily needs, food,

personal care. Now hand sanitizer and mask is also

”
important. We also buy vitamins to stay healthy.

52
Different sets of attitudes leading to behaviour can be seen

Savviness Resourcefulness Less Mindfulness Practicality

Giving priority to basic needs Doing new things that can save Spared money is being used to Getting on with it; making
rather than indulgence / premium more money e.g. cooking rather buy things online as distraction sensible choices everyday that
needs than buying food outside from boredom and some being enable long-term saving /
saved for future spending after success
pandemic is over

“ Now I focus only on the basic

needs, foods, hygiene product,
vitamins, and personal care
“ I try to cook my own meal, its
more hygienic and I can also
safe some money from buying
“ The truth is I do online shopping
a lot in this pandemic times,
cause I have nothing else to do
I can’t wait to go on vacation
“ This crisis time make me
realize that we need to prepare
emergency fund and have a lot
of saving, so we didn’t have to
are the priority. food. worry if time like this happened
with my friends once this

” ” ” ”
pandemic ends again

53
Renegotiating value – it’s about how
you feel, not what you have

ꟷ Across all socio-economic levels, people are moving away from

hyper consumerism; awareness toward saving is increasing
ꟷ Financial pressures (and physical product availability) have led to
a renegotiation of value. e.g. Best deals are not always bulk buys
ꟷ New interest in entrepreneurial endeavors seek to provide
financial security and peace of mind
ꟷ Some seeking spiritual fulfillment now for the first time as a
substitute for consumption joy
47% 52%

“ For future, I would like to be an entrepreneur, that’s why Will reduce spending Worried about my
me and the family chose to open our own catering now. to save money Job/ Income
So we can cook together and also be financially
dependent Higher among 40+ year Higher among Men & 40+
olds & in Jawa year olds
COVID situation has taught us that saving is important.
So we can secure the budget for situation like this (pay

”
cut, unpaid leave).

54
Either through emotional of functional routes, brand can ride on this financial
tension to establish stronger relevancy

Redefining product value Emotive support on Financial Pressures

Clear – Goceng (Rp. 5000) IM3 – Teruskan Perjuanganmu Untuk tetap merdeka

Clear showing the value of the product as IM3 touches the emotional route and showcasing
opposed to only communicating low price montage of how people are building
entrepreneurial skills to create financial security

55
Money behaviours that the pandemic
has shaped

New behaviours

ꟷ Indulgence has shifted to prudence

ꟷ Moderation and judiciousness on the rise
ꟷ Saving more, spending less - life goes-on without many excesses
ꟷ Reprioritization of essentials (personal care, skin care, quarantine
cooking, healthcare / vitamins, hygiene / cleaning products)
ꟷ Personal financial planning – creating an emergency fund is now a
leading, universal goal across ages and countries with new interest
in various types of insurance products as well
ꟷ New sources of extra money – 2nd job by primary earner, new
family members taking on jobs

56
Leadership
Every single one of us has the spark of
leadership within us

57
Leadership

It is a survival instinct
1 Ability to resolve conflicts and take everyone along
to search for and
2 Philanthropists: helping where the gaps are
attach yourself to a 3 Medical and media: informed and balanced

strong leader in times 4 Media and celebrities: morale boosting

of crisis 5 Including people in the decisions, making pragmatic decisions

6 But people can be overwhelmed with lots of information from

the government and media, thus chose to step away from the
information for some time

58
Leadership has come from traditional authority figures
Local and national politicians, media, medicine, religion, philanthropists

Najwa Shihab Mark Rutte Jacinda Ardern Li Ka-shing Gladys Berejiklian

Newscaster, Indonesia Prime Minister, Prime Minister, Business magnate, Premier,
Netherlands New Zealand Hong kong New South Wales

Trusted and reputable Modesty and pragmatism Empathetic decisiveness Money for good Looking out for her constituents

59
Leadership

People looks for a person who

has a good track record on
giving the most actual and
genuine information “ I think the voices that I can trust in
giving credible information is Mbak
Nana, Najwa Shihab. She is a smart,
wise, and always uncover actual facts,

”
even before COVID,

60
Leadership

Indonesians are more trusting of their

72% get very angry when seeing someone government than many other countries
else not adhering to the latest government
guidelines.

80% claimed to be very careful to adhere to

“ I could say that the trust for the government is 50:50, we
can’t never really know the truth. That why we also need to
look for any information from different sources, not only from
the government.

all health and safety measures. I think we all should have believe the government, because
they have the responsibility and the authority. They should
(e.g. social distancing and others, like hygiene) know all the facts and any situation in this country.

The government should also assure that the economic

58% think the government is doing all it can

condition will get better, assure that people will still invest
here. We also should improve the local and small business
(UMKM), so we’re economically ready in facing crisis.

”
to reduce the crisis

61
Leadership

More Trusting than other countries

There are lot of ‘expert’ arises from the influencers / KOL—but this also
bring some frictions as some people didn’t believe the voice
influencers with no related background (in health, medical)

Leadership has also come from brands and

corporations but brands are under scrutiny
“ When its come to COVID-19 updates and info, I will believe
anything said by the expertise, it can be the health and
medical expert, the researcher, or the scientist, as they’re
the one who have the knowledge
and even positive actions need to be framed
carefully
I watch a lot of influencers on social media talk about
COVID-19, from wearing mask and updates on medical
issues and workers. I appreciate their effort, but we need to
check the facts as they didn’t really have the expertise.

”
62
62
Leadership

Personal and community leadership

on evidence in plenty

“ We have to rely on our self and the society, assure that we

maintain our healthy and hygienic life. Protecting out inner circle
and the society is a must; solidarity is the key to defeat this.

It amaze me how people are helping each other in this difficult

times. Donation and voluntary activities make me realize that we
can survive this as long as we have each other

My neighborhood did local lockdown when the cases is rising,

so we didn’t allowed outsider to come and enter the
neighborhood. We didn’t think that the government will enact

”
lockdown, thus we decide the rules for our own neighborhood

63
Leadership

Across the board there is an expectation that

40% Expect Brand to attach the crisis and demonstrate that it brands will do more
can be fought

61%
“
People like to see a lot more advertising about what
I appreciate when the brand adapt and innovate quickly during this crisis time.
brands are doing to help their employees during the The brand should prioritize the health of the consumers. For brand in service
coronavirus crisis industries, moving to digital is needed as it minimize the physical contact and
interaction between consumers and the brand

65% People like to see a lot more advertising about how brands
are there for you during the crisis
Being inclusive is also important, as
people are missing direct interaction
I think I need some humor, to comfort
me in difficult time like this. I would
with others, brand could provide a prefer a lively and fun brand who
communication with warm and communicates high energy as I need
69% People like to see a lot more Brands donating their
advertising space to charities
togetherness tonality. some positivity in time like this.

At this time, the brands should be thoughtful, giving protection to the society

72% People like to see a lot more Advertising about what as simple as encouraging people to do physical distancing and wearing mask

”
brands are doing to help the community during the crisis or provide platform and doing campaign on donation

64
Leadership

Leadership New behaviours

behaviours that Personal leadership on the rise–at household (teaching kids), neighbourhood
(mobilizing resources or information updates), or community level
the pandemic (volunteering, donating).

has shaped Calling out self-serving, harmful or tone-deaf acts by public figures (including
brands)

Brands can determine leadership either by problem-solving, doing good or

providing reliable and timely information.

Participating in societal recovery can have an impact on economic recovery.

65
Health
My fate is in your hands

66
Health
Many of our (blind) beliefs in health have been soundly debunked

Existing beliefs The realisation

1 There is ‘a’ time to worry about health, such as age, lifestage, illness 1 The Eastern philosophy of body-mind duality finds more interest &
acceptance

2 2 Holism (mind-body-wellbeing) as an approach rather than

Health is primarily about having a healthy body
problem-solution

3 3 Everyone is vulnerable to the new-age diseases – class,

My health is my business and I am in control
money, age, caste are no barriers

4 Being shielded from transmission 4 Anyone can be a transmitter

5 Genetic protection often trumps the need for preventive action 5

Be aware of the dangers in the environment and shield against
them

67
Health
Concept of hygiene is becoming nuanced
and intense

The enemy can slip into the home

With the pandemic, there are many ways in which the ‘enemy’
could breach the security of the home: domestic help, delivery,
family member.
This is a turning point in changing age-old unhygienic behaviours.

“
Rigorous sanitizing after any contact with the outside world, pets,
groceries and food. Now I care more about hygiene, I regularly wash my hand or
use hand sanitizer, and I always take a bath and change my
clothes whenever I came back from outside
88% Purchasing personal protection products such as masks & gloves

I’ll be more careful on buying food, especially from street

50% Increased of purchased – Fresh Meat / Chicken / Fish / Eggs

”
vendors. I prefer cooking and eat a home-made food.
63% Increased of purchased – Fresh fruit and vegetables

66% Pay more attention to the origin of the products

68
Enhance the service to meet consumers’ needs or simply reinvent the credential
around health and hygiene can support the brand’s relevance in the new normal

Continue delivering assurance of safety & security

Pond’s - Cuci Tanganmu Cuci Mukamu Aqua - Tidak Semua Air Sama

Grab launched new car feature to provide Pond’s reminds people that germs can Aqua reinventing its credential on
extra protection and driving safety quickly spread by touching your face, purity, utilizing Raisa as celebrity to
highlighting the importance of face create relevant in-home context
washing as well

69
Health

Health New behaviours

behaviours that New pro-active approach to improving one’s health / immunity and vitality

the pandemic Taking vitamins to boost immunity

New routines around handwashing, disinfecting / home cleaning and mask

has shaped wearing

More cooking at home with a concentration on local, fresh ingredients

70
Entertainment
A time for mindful creation, action, and
consumption

71
Entertainment
Is now about filling space

Reactive: Life is on pause

Passive consumption of other people’s creativity – short-form
videos

Watching TV and digital access (gaming, social med, vlogging)

for entertainment is increasing

“
But, virtual world make people get bored faster, thus direct
interaction and other ‘offline’ activities is still needed to keep I spend a lot of time watching movies, youtubeing. Not that I
people sane never done that before, but the frequency is higher, because

”
I have no other entertainment (no outdoor).
Moving the real experience to the virtual world as a like-to-like
replacement: virtual birthdays, online quizzes
Multi-generational rather than cohort- specific hangouts: more
family time
Going back to old and new pleasures – gardening, DIY projects,
craft, cooking

72
72
Pringles showcasing how the brand evolve and forge new partnership,
tapping into emerging need while staying true to its brand purpose

Play with brand’s purpose

Pringles – X box game pass

Interest in mobile gaming increased since PSBB and is maintained even Built around the purpose of making situations fun and
after restrictions are relaxed enjoyable, Pringles tapped into gaming hype by offering free
Xbox game passes and other in-game accessories

73
Entertainment
Is also about (self) discovery, connection, creation

Creative: Changing tracks For some people, a surfeit

Reconnecting with oneself and others through a of leisure time at home has
shared, meaningful pursuit ignited ideas about new
hobbies that can be
transformed into financial
A sense of movement and progress: learning a
income
language, playing an instrument, art

Self-improvement rather than pure hedonic

pursuits

Creation as a coping mechanism as well as way

to communicate and connect with the outside
world
“ Now that I can’t run, I did home workout routine and join some virtual class with
my friends, as a way to cope up with sadness as we cancel all our running event

Now, we are experimenting with cooking. We even open our new business
earlier, we open food catering just a couple of week ago. We think in this crisis

”
we need to open new opportunity.

74
New lifestyle has influenced the way people think about themselves, finding out the true
identity and new perspective of life, which providing new themes for brands to tap into

Self discovery of true identity and meaning

Clear – Come back stronger Apple – Creativity Goes On

Clear portrays the sense of ‘better me’ Apple encouraging people to stay
and express stronger personality creative and living up new hobbies &
opportunities

75
Entertainment
A holiday is an escape from the shackles of
everyday life

People are pausing, saving, searching for safe experiences

“
post the crisis
The first thing that I will do after this (COVID) is travelling
People are resistant to International travel immediately, due to with my friends, I even book the ticket and hotel from
safety concerns now, as they (tourism sector) offer a low price now

Protecting the investment in travel, the face of unpredictable Yes, I will still watch movies, even K-drama, but not as
developments is another concern frequent as now. Cause I miss my friends and going out

”
Opens up an opportunity for recreating an experience package that of home, I will have more option.
is accessible locally – needs for travel is only postponed not erased

76
Interest in travel are gradually recovering, but people are still unlikely to travel
long-distance. Staycation is a safer option to for an escape from the distress

Hotel
Tickets New normal period
Train
Airplane

Search for tickets and other

forms of transportation are
not growing, indicating that
people are still concerned
about their safety and
prefers to have a short
break somewhere close

16th March:
President advises Stay at Home

77
It’s important for the leisure brands to enhance the sense of ‘safe experience’
while at the same time filling the need gap

Provide safer experience of entertainment Provide flexibility to cater the needs

Santika – New Normal Mulia Bali – New Normal Tiket.com – Tiket Flexi

Big hotel brands starting to showcase on how they can ensure safety and People can buy a voucher which can
security to all their customers by providing safety kits and following the be exchanged any time they decide
health protocol to travel within a year

78
Entertainment

Entertainment New behaviours

behaviours that Revisiting old favourites e.g. movies, series, books (reruns)

Online connections and experience of new activities (singing, dancing, meditation,

the pandemic crafts) via Zoom]
Multi Player Online Gaming involving conversations and connection
has shaped Rediscovering old creative pursuits (craft, baking, gardening) and developing new
ones (Instagrammable, joining virtual classes)

Planning for a holiday once the pandemic is over.

79
How brands can
understand needs

80
Creative themes to maintain relevancy to the situation

Re-defined Stronger Sense of Self-Discovery of

Intimacy Interdependencies Identity and Meaning
It would be wise for brands to show how the Brands need to showcase a truly Brands should inspire people on how the
variety of new ways people can maintain ‘connected and kind’ world while infusing its crisis can be viewed as an opportunity to
their relationships. role in the story. upgrade themselves, and showcasing more
appreciation to others

Play with brand’s Assurance of

purpose Safety and Security
Brands will create more impact by Brands could do well by showing how they
showcasing the tangible help for consumers can provide safety for their consumers, even
to adapt with the new tensions and behaviours if it’s as simple as reminding them.

Relationships Entertainment Work Money Health 81

Creating brand role through Need lens

Crises happen, it will pass

Openness to risk
& uncertainty

Be Be
optimistic Active

We can get through

this together
Be Be I will take charge of
my circumstance
Focus on solidarity Collaborative Empowered Focus on liberty &
& community freedom

Be Be
Reassured Prepared

Be prepared, don’t let the

crisis take you by surprise
Aversion to risk
& uncertainty

82
 Energetic and raring to go, life in PSBB is about
keeping busy, staying active, and
challenging myself to learn new skills. It's also a good
time to charge up one's immunity for the future…
Fight and
Active I believe we can fight this!

“ I’m looking forward to getting back to the gym and

working out with others. It’s more motivating than
trying to replicate it at home.”

83
 Driven to use this time to better myself. I am
determined to make sure I remain at the top of my
game.
Be With the motivation to persist, I adapt by establishing an
empowered approach to succeed and empower others.

in PSBB

“ You have a choice on how to react. I, for one,

choose to make the best of it.”

84
 Organised and regimented throughout PSBB, using
this time efficiently to prepare for the long-term.
Developing useful skills and deepening my knowledge,
Iam composed in my focus on taking correct measures.
Be prepared

“ This situation shows us that we should be smarter and more

responsible in our lives. We shouldn’t expect that somebody will
help us. Planning is a key tool to help us to adapt for the future.”

85
 Grateful for time spent in lockdown caring for loved
ones and keeping safe. This is a moment that I will
look inwards to find peace and solace.

Be reassured I gather my sense of reassurance by helping those I

value most and embracing life’s simple treasures.

“ Besides all the bad things, I’m feeling grateful that I and my family
are healthy and able to spend time together, quarantining together.”

86
 Unified in effort, I am part of my community working
together, though apart. Practical about the reality, I
create friendly connections and spend quality time
Be collaborative with others virtually.

“ I think it’s proven to all of us that it’s actually pretty easy to find the
time and to reach out to people that don’t live near you, people that
you go…boy, I haven’t talked to that person in years.”

87
 Fizzing with desire to have fun outdoors dreaming of
freedom. I focus on the bright side and keeping
myself distracted. It can be my own adventure with
online parties and social media challenges, nothing can
Be optimistic get me down!

Even if we’re facing hard times with COVID, we still need to create fun
and happy activities to have a better day.

88
Some parting thoughts…

There is nothing permanent about new normal, we need to

01 continuously monitor and question

Our approach to pandemic is deep rooted in our unique socio-

02 cultural aspects (Hofstede), which provides some solidity to our
assumptions about consumer behaviour

Question the role our brand would play and the tone it would take
03 (ofcourse in line with the brand purpose)

Think which ‘Indonesia’ you would be talking to (Think C19 Tribes)

04

89
Thank You

July 2020