Daily insights on user experience, experience design and people-centred innovation, by international UX consultancy Experientia.
24 February 2018

[Paper] The Intuitive Appeal of Explainable Machines

The Intuitive Appeal of Explainable Machines by Andrew D. Selbst (Data & Society Research Institute; Yale Information Society Project) and Solon Barocas (Cornell University) February 19, 2018, 59 pages Abstract As algorithmic decision-making has become synonymous with inexplicable decision-making, we have become obsessed with opening the black box. This Article responds to a growing chorus […]

We are an international experience design consultancy helping companies and organisations to innovate their products, services and processes by putting people and their experiences first.

22 December 2017
Happy new year 2018!
30 November 2017
New European study on e-Government initiatives

The latest eGovernment benchmark report of the European Commission shows significant improvement on cross-border availability of digital public services and accessibility of public websites from mobile devices in EU Member states. The study also indicates a need for improvement in transparency of public services delivery and use of supporting technology like eIDs or eDocuments. Performance […]

20 November 2017
Experientia and Italian bank Intesa Sanpaolo announce innovative partnership

Wide ranging partnership also covers collaboration with design schools and public events on service design “Finding the way forward for independent design means building new business models for service design consultancies in the age of the company buy-out.” Michele Visciola, President, Experientia PRESS RELEASE It seems the business world is finally realising that service and […]

26 October 2017
Epic storytelling with video

Another EPIC conference come and gone, and no, we’re not using “epic” in the way under-10s use it about cool things on the internet. EPIC is the Ethnographic Praxis in Industry Conference, one of the most important annual events for practitioners of anthropology, ethnography and related disciplines. Ethnography is one of Experientia’s key methodologies, underpinning […]

23 October 2017
Experientia is hiring! Service design intern

Service Design Intern: Lausanne, Switzerland and Turin, Italy Experientia, an international experience design consultancy, is looking for service design interns for our Turin, Italy office, to support research, concept development and design. The ideal candidate will be a holistic thinker and designer, with a systems approach to enable complex service offerings, driven by an understanding […]

23 October 2017
Experientia is hiring! Senior Service Designer

Senior Service Designer: Lausanne, Switzerland and Turin, Italy (*) We are looking for service designers with outstanding design skills, methodical thinking, and experience in designing complex service ecosystems using a human-centered design methodology.   Required 2-5 years’ experience in service design and/or user experience design University and/or advanced degree(s) in Service Design, Interaction Design, User […]

24 February 2018

[Paper] The Intuitive Appeal of Explainable Machines

The Intuitive Appeal of Explainable Machines by Andrew D. Selbst (Data & Society Research Institute; Yale Information Society Project) and Solon Barocas (Cornell University) February 19, 2018, 59 pages Abstract As algorithmic decision-making has become synonymous with inexplicable decision-making, we have become obsessed with opening the black box. This Article responds to a growing chorus […]

3 February 2018

Anthropology in Industry w/ Natalie Hanson

Design and anthropology have been seen together with increasing frequency over the last few years, but how do design and anthropology fit together in relation to industry? And, how does this pairing create insight? The team of This Anthro Life is joined by Dr. Natalie Hanson to explore these questions and more. Dr. Hanson is […]

31 January 2018

Three-part series on the intersection of ethnography and design

The Society for Cultural Anthropology (SCA) published some months ago a three-part podcast series on the intersection of ethnography and design. The series, produced by Tariq Rahman and Katherine Sacco, was based on the conference “Ethnography and Design: Mutual Provocations,” which was hosted by the University of California Collaboratory for Ethnographic Design (CoLED) at the […]

30 January 2018

Designing better elderly healthcare with with Singapore’s public services

Many public services, from welfare to healthcare, are mainly intended for the elderly. One of the challenges of designing digital services is to create simple and effective public services for older users. Designers Italia, the Italian community of public service designers affiliated with the Italian Government’s Digital Transformation Team, asked Erin O’Loughlin of Experientia to […]

30 January 2018

[Book] This Is Service Design Doing

This Is Service Design Doing: Applying Service Design Thinking in the Real World by Marc Stickdorn,‎ Markus Edgar Hormess,‎ Adam Lawrence,‎ and Jakob Schneider O’Reilly Media; 1 edition January 12, 2018, 568 pages > Video presentation How can you establish a customer-centric culture in an organization? This is the first comprehensive book on how to […]

27 January 2018

Google Design on “human-centered machine learning”

As was the case with the mobile revolution, and the web before that, machine learning will cause us to rethink, restructure, and reconsider what’s possible in virtually every experience we build, writes Josh Lovejoy, UX Designer at Google. The Google UX community has started an effort called “human-centered machine learning” to help focus and guide […]

27 January 2018

How patient stories can improve intensive care

The hospital intensive care unit (ICU) has traditionally been a closed environment, where patient, nurse, doctor and family stories are lost. Christiane Job McIntosh, Sean Bagshaw and Tom Stelfox are Canadian researchers in intensive care. They have found that the sharing of stories brings humanity into the daily business of providing care. It also has […]

27 January 2018

[Book] The Age of Surge

The Age of Surge: A Human Centered Framework for Scaling Company Wide Agility and Navigating the Tsunami of Digital By Brad Murphy and Carol Mase Reinvent Press January 2018, 272 pages > Q&A on the book The global forces of digital are putting traditional companies at risk of irrelevance. In their place is an emerging, […]

27 January 2018

[Book] The Human Workplace: People-Centred Organizational Development

The Human Workplace: People-Centred Organizational Development By Andy Swann Kogan Page Publishing October 2017, 232 pages Companies spend time and effort developing their employees – their most important asset – but they often forget to consider the company structure, culture, environment and processes required to help the newly upskilled individuals thrive. The Human Workplace is […]

25 January 2018

[Study] Rethinking The Smart City – Democratizing Urban Technology

Rethinking The Smart City – Democratizing Urban Technology By Evgeny Morozov and Francesca Bria Rosa Luxemburg Stiftung, New York Office January 2018 Download pdf: English version – German version Following the celebration of the “creative city” (as described by Richard Florida), the “smart city” has become the new flavor of the month—and a brand. It […]

18 January 2018

Proceedings and videos of EPIC 2017 conference now available

EPIC is the premier international gathering on ethnography in the business world. Its latest edition, EPIC2017, took place in Montreal in October 2017 and had the theme of “Perspectives”: perspectives explores the vantage points that create and constrain ethnographic practices. What comes of widening or narrowing scope? Shifting positions? Subverting norms? The conference proceedings (pdf, […]

18 January 2018

[Book] Driverless Cars: On A Road to Nowhere

Driverless Cars: On A Road to Nowhere Christian Wolmar London Publishing Partnership Jan 2018, 136 pages Driverless cars are the future. That is what the tech giants, the auto industry and even the government want us to think. Almost daily there are media stories about how we will soon all be able to rip up […]

18 January 2018

Towards multi-dimensional ethnography

In this paper, Julia Katherine Haines, user experience researcher at Google, argues for the value of multi-dimensional ethnography. She explores the potential for ethnography to venture beyond sites, into different dimensions. As an example of work moving in this direction, she presents a new approach, dubbed TRACES, which emphasizes the assemblages that constitute our lives, […]

18 January 2018

The business of service: why think tanks need service design

Traditionally the notion of ‘business’ is perceived incongruent with the values of think tanks, writes Melanie Rayment. Those in academia, the third sector, and government policy makers often distinguish themselves in their pursuit of knowledge and positive social change from corporations, where values can be reinterpreted at the sight of poor economic performance. As a […]

3 January 2018

Videos of all keynote and plenary presentations at the Service Design Global Conference

The theme of this year’s Service Design Global Conference (November 2-3, Madrid) was Service Design at Scale. Through continued practice, widespread capability building, and successful implementation of service strategy and execution, the face of organisations is changing to deliver great experiences for customers and employees, and business impact for the organisations that deliver them. The […]

3 January 2018

This Anthro Life podcasts on design anthropology

This Anthro Life is a round-table, open format discussion of an anthropological take on the people, objects, ideas, and possibilities of everyday life around the world. They are hosted by Adam Gamwell and Ryan Collins and there are nearly 100 to chose from. Here are three: The Yin and Yang of Design Anthropology with Dr. […]

22 December 2017

Happy new year 2018!

19 December 2017

Service design video interviews

Marc Fonteijn, co-founder of the Dutch service design studio 31Volts, has been creating quite an impressive roster of video interviews with some of the leading service design players on his Youtube Service Design Show. The goal of the show is to inspire and connect the global Service Design community by providing material for a richer […]

15 December 2017

The body is the missing link for truly intelligent machines

It’s tempting to think of the mind as a layer that sits on top of more primitive cognitive structures. But Ben Medlock, co-founder of SwiftKey, argues that the layered model of cognition is wrong. The point is that long before we were conscious, thinking beings, our cells were reading data from the environment and working […]

15 December 2017

Learning from today’s car-centric cities for a human-centered future of mobility

The introduction of autonomy into urban environments creates a unique opportunity to do things differently. This, writes Maya Pindeus (CEO and co-Founder of Humanising Autonomy) requires us to encourage a human-centered perspective towards urban mobility and to step away from traditional urban planning models. 2050 does outline a promising future but also creates the danger […]

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