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

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.

4 August 2017
The human side of autonomous cars — with Nissan Research’s Melissa Cefkin

Reposted from Medium Beyond the engineering challenge of creating cars that drive themselves lies the social challenge. Before autonomous cars are ready to navigate our roads, they must be able to navigate the vastly more complicated nuances of human behaviors and interactions — from that friendly nod that says “You first” at a four-way stop, to the […]

31 May 2017
 Intervista a Todd Harple di Intel sul tech-fashion

Ripostato da Medium – English version Il mondo del fashion sta diventando sempre di più digitale — e non si tratta solo di dispositivi da indossare, ma anche e soprattutto di abbigliamento, realizzato con tessuti in cui sono effettivamente integrati dei sensori in grado di misurare e monitorare il corpo di chi li veste. Dato che la […]

8 May 2017
Why service design is the new black — Intel’s Todd Harple on fashion tech

Reposted from Medium – Versione italiana The world of fashion is becoming increasingly digital — and not just wearable devices, but with clothing made from fabrics that actually integrate sensors and technology that can monitor and measure the wearer. As fashion starts to go beyond outward appearance, fashion designers need to broaden their skillsets, to make sure […]

31 March 2017
Experientia guide to Milan Design Week 2017

It’s that time of year again – Milan’s don’t-miss event for the design community is here. If you’re looking to get inspired at Milan Design Week, then check out our top picks for the latest edition, from Experientia’s designers, strategists and partners. Milan might be best known for its busy streets, traditional cafés and world […]

12 January 2017
Experientia’s CITYOPT project awarded prestigious French award for its sustainable development design

Following the 2016 Smart Innovation Award at “FIMBACTE Trophées du Cadre de vie”, the CITYOPT project has once again been recognized, this time in the prestigious French design competition: “Observeur du Design 2017”, in the Service Design category. In June 2016, CITYOPT won the first stage of the Observeur du Design. Now the project has […]

1 December 2016
More on upcoming conference on design & sustainable innovation for smart cities

Last month Putting People First announced the upcoming conference on design & sustainable innovation for smart cities in Nice France. Meanwhile we are pleased to announce the full event agenda (see below). This event will feature professionals from leading research institutes and industry gathering to present key initiatives which combine Energy Efficiency and Service Design […]

25 August 2017

Design Thinking needs to think bigger

We live in a massively complex, intricately interconnected global system. And it’s increasingly impossible to be designers (or human beings) without taking into account how we affect and are, in turn, affected by all the moving pieces of this organic machine. The challenge for designers is learning how to balance the production of evermore complex […]

25 August 2017

Should we delight the customer?

Growing the service design industry requires more than simply educating the next generation of service designers. Business students can also benefit from learning how service design can be used to innovate and address complex market and organisational challenges. That’s why Joan Ball, founders of Womb Service Design Lab, and Martin Dominguez, instructor at Fordham University, […]

29 July 2017

“Where the social sciences and business come together” – Alexandra Mack on ethnography

In this episode of the Change Management Review Podcast, Theresa Moulton interviews Alexandra Mack. Alexandra is a senior fellow at Pitney Bowes, the e-commerce services provider, and a Board Member of Ethnographic Praxis in Industry Community (EPIC). Theresa and Alexandra discuss how ethnography can provide change management professionals with a new view into how some […]

31 May 2017

Putting human thought behind chatbots

Business anthropologist Martha Bird’s specialty is designing technologies that work for people, creating conversational user interfaces and chatbots that can serve different professional audiences across different geographies and different cultures. An interview excerpt: Why are people’s relationships with technology so important? Any technology development and deployment happening today not informed by systems-level thinking is going […]

28 April 2017

Global study: Leading companies bet on customer experience

A new report from Harvard Business Review Analytic Services reveals that customer experience is vital for business success, and establishes social media as the foundation for customer experience. The survey, which includes 600+ leaders from the world’s biggest brands, also shows that companies embracing social media and customer experience exhibit stronger revenue growth and more […]

22 April 2017

An anthropologist in the boardroom

“It is often tempting to think that the 21st-century world is so closely integrated and digitised that the issue of culture is becoming irrelevant,” writes Gillian Tett in the Financial Times. “But behind the scenes, a growing number of companies appear to be quietly realising that the reverse is true: as the world becomes more […]

6 April 2017

Interview with Prof. Bill Beeman on the ways ethnography can improve business

A fertile relationship is growing between anthropology and business. Marketers are finding that anthropologists gather very useful knowledge by studying consumers in their natural habitat using the ethnographic techniques of observation and interviewing. A leader in this field is Bill Beeman, PhD, a professor and chair of the Department of Anthropology at the University of […]

2 March 2017

Business as Unusual: Latest issue of Touchpoint, the service design journal

“Business as Unusual” was the theme of the ninth annual Service Design Global Conference held in Amsterdam and in its play on words, it recognises that service design is more and more becoming an established way of ‘doing business’, whether in organisations, or in places such as the public sector. It is also the theme […]

28 February 2017

Organizational culture as lazy sensemaking

Laura A. McNamara describes what ethnographers can do about the cultural equivalent of the fundamental attribution error, also known as correspondence bias. “It’s a common category error (at least among the Western psych undergrads who volunteer for experimental lab credits) that describes our tendency to attribute undesirable outcomes to individual traits, without attending to the […]

23 December 2016

Innovative PhD dissertations at Harvard use ethnographic methods to understand organizational culture

Three innovative PhD dissertations have been published at the Harvard Business School’s Doctoral Program on Organizational Behavior that use ethnography and qualitative research to understand and map organizational culture: Curtis K. Chan Chan’s research (The Double-Edged Sword of Organizational Culture: The Production and Dissolution of Normative Control by an Ambiguous Expression) examines how organizational culture […]

18 December 2016

Why UX research is business research

Libby Maurer, UX leader at Widen Enterprise (a content technology company specializing in digital asset management software and content production services), makes a strong case for the value of UX research in a hardcore business environment. She writes that “the unpredictable and unscripted nature of this type of research is why it’s worked so well […]

14 December 2016

Experience design and Big Data at BBVA bank

Over the last 6 months, Fabien Girardin has been working in a rather unique position at BBVA Data & Analytics, a center of excellence in financial data analysis. My job is to make the design of user experiences reach a new frontier with the emergence of machine learning techniques. My responsibility — among other things — is to bring […]

17 November 2016

[Book] Collaborative Ethnography in Business Environments

Collaborative Ethnography in Business Environments Edited by Maryann McCabe Routledge 2017, 138 pages In a global and rapidly changing commercial environment, businesses increasingly use collaborative ethnographic research to understand what motivates their employees and what their customers value. In this volume, anthropologists, marketing professionals, computer scientists and others examine issues, challenges, and successes of ethnographic […]

15 November 2016

[Book] Sensemaking

Sensemaking: The Power of the Humanities in the Age of the Algorithm by Christian Madsbjerg Hachette Books March 2017, 256 pages Inspired by his work with companies like Ford and Coca-Cola, Madsbjerg’s Sensemaking is a provocative stand against the “tyranny” of big data and an impassioned argument that human intelligence, informed by the study of […]

14 November 2016

Billions spent on cyber security tech while human error ignored

Billions spent on cyber security tech while human error ignored, writes Misha Glenny in the Financial Times. Armies of zombie computers threaten us all. Despite the headlines, the cyber security industry has prioritised the development of expensive tech over teaching people how to protect themselves. Almost all of the $1tn projected to be spent globally […]

8 November 2016

[Book] Woo, Wow, and Win: Service Design, Strategy, and the Art of Customer Delight

Woo, Wow, and Win: Service Design, Strategy, and the Art of Customer Delight by Thomas A. Stewart and Patricia O’Connell Harper Business November 2016, 336 pages In this pioneering guide, two business authorities introduce the new discipline of Service Design and reveal why trying new strategies for pleasing customers isn’t enough to differentiate your business—it […]

8 November 2016

Customer delight through service design

The service sector needs to break away from old manufacturing-oriented habits and build great consumer experiences into every facet of its business model, write Thomas A. Stewart and Patricia O’Connell in strategy+business. Experiences matter. Experiences are journeys. Journeys are designed. These statements are fundamental to understanding service design and its delivery. Experiences happen over time […]

31 October 2016

IKEA/Economist Group (EIU) study focuses on the new ‘American Dream’ today

Press release – September 21, 2016 Discovering the New American Dream, an Economist Intelligence Unit (EIU) report sponsored by IKEA US shows that the American Dream, which was once outlined by owning a home with a ‘white picket fence,’ having a comfortable amount of money, and ‘keeping up with the Joneses,’ is now transitioning into […]

22 October 2016

[Book] Org Design for Design Orgs

Org Design for Design Orgs: Building and Managing In-House Design Teams By Peter Merholz and Kristin Skinner Publisher: O’Reilly Media August 2016, 198 pages Design has become the key link between users and today’s complex and rapidly evolving digital experiences, and designers are starting to be included in strategic conversations about the products and services […]

2 October 2016

IFTF uncovers seven new worker archetypes of the on-demand economy

Update: Read also this Fortune Magazine review of the study (as reported by BoingBoing). Institute for the Future, the Caiifornia-based independent, nonprofit strategic research group, releases a new report aimed at gaining a deeper understanding of a new breed of worker in order to create a system that ensures a workable future for all; after […]

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