When the Times-Colonist decided to make some changes to the format and design of its classified advertising section, they wanted to begin with a detailed understanding of how readers and advertisers use the classifieds, what they mean to users, and what expectations users have of the section. They also wanted to understand how readers and advertisers would improve the section, so that their input could be incorporated into the Times-Colonist classifieds.

In a series of focus groups, Cathy obtained reactions and guidance from classified readers, commercial advertisers and private party advertisers that was incorporated in the layout and design of the Times-Colonist classified advertising section.