CASE 8 A Case Study in Card Sorting Carol Righi, Perficient, Inc. Larry Wood, Parallax Ineraction Loretta's customer service team had been getting more and more calls from customers who were unable to find products on the website. In fact, it got to the point where each time the LANDAU'S team celebrated the launch of a new section of the site, Loretta and her team would cringe and wait for the phone to start ringing. This had to stop.