Searched by tag:

Business

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

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.

18 January 2016
Experientia website completely reshaped

Experientia is pleased to announce that we’ve started 2016 with a brand new website. Experientia’s now officially 10 years old, and we decided that the best way to celebrate is by building a new website that showcases our growth – with new projects, new people in the staff, and two new locations in Lausanne and […]

1 January 2016
For when things get personal…
13 October 2015
Experientia report: Design for ageing gracefully

Design for Ageing Gracefully Rethinking Health and Wellness for the Elderly: Public Services Asian Insights & Design Innovation, DesignSingapore Council October 2015

29 September 2015
[Experientia book] Ethnography on elderly health and wellness

As we age, we increasingly depend on public services and the community for support. Well-designed public services can greatly affect the lives of the elderly and their experiences of healthcare. Experientia collaborated with DesignSingapore Council on understanding how the elderly interact with public services and how we can look towards improving their lives with design. […]

2 July 2015
Getting citizens involved in protecting fragile energy environments

A new project funded under the FP7 European Commission framework is getting citizens involved in testing new tools for reducing energy consumption during peak loads, in the hope that its pilot program will set the new state of the art for protecting locations with fragile electricity supplies. One of France’s most fragile regions The Provence-Alpes-Côte […]

5 May 2015
Experientia designer Dohun YuLuck Jang 유록 in Design 4 Disaster

Design 4 Disaster features an engaging illustrated safety manual for ship passengers, a personal project by Experientia designer Dohun YuLuck Jang 유록. After the Korean ferry accident last year, Yuluck (who is Korean) wanted to find a way to make safety manuals more interesting to read. He spent one year designing an interactive safety guide […]

27 January 2016

Remaking Ford into a user experience-driven company

Ford CEO Mark Fields recently declared that Ford would be remade as a user-experience driven company: “We have obviously a lot experience in the car business, over 113 years, and our differentiation is going to be clearly the whole user experience, and how you experience the whole vehicle going forward, whether they’re directed-driving vehicles, or […]

21 January 2016

The IBM plan to bring design thinking to big business

For going on four years now, IBM has been working to reinvent itself as a design-led business. In 2012, the computing behemoth employed just one designer for every 80 coders. Today, that ratio stands at 1:20. By the end of 2016, the company hopes to narrow it to 1:15. All-told, the company is investing more […]

21 January 2016

Target CEO goes on ethnographic tour of customers’ homes

Target CEO Brian Cornell’s quest to understand shoppers takes him inside customers’ homes, looking in their cupboards and closets during pre-arranged visits. The Target Corporation is the second-largest discount retailer in the United States, behind Walmart. It is headquartered in Minneapolis, Minnesota, and operates 1,801 locations throughout the United States. In a question-and-answer session with […]

11 January 2016

How Eataly has redefined the third place to create a new customer experience

This short reflection on Eataly by Sergio Gutierrez, Ankur Johar, Christian Lillo, Anjali Singh and and Sofia Sourtzis positions it as a “third place”. Ray Oldenburg introduced the concept of the third place in 1989 in his book The Great Good Place. He characterizes third places as neutral spaces free of inequality, where conversations can […]

6 January 2016

[Book] Service Design for Business

Service Design for Business: A Practical Guide to Optimizing the Customer Experience Ben Reason, Lavrans Løvlie, Melvin Brand Flu Wiley Publishers December 2015, 208 pages Abstract Service Design for Business helps you transform your customer’s experience and keep them engaged through the art of intentional service design. Written by the experts at Livework, this practical […]

5 January 2016

Consumers are bored with today’s tech and nervous about tomorrow’s

Accenture just launched (press release) the results of its Igniting Growth in Consumer Technology survey where it polled 28,000 consumers in 28 countries on their use of consumer technology. Matt Rosoff of the Business Insider summarizes the results as follows: People are getting bored with new smartphones. Only 48% of consumers plan to buy a […]

3 December 2015

Why Detroit needs user-centered design

The transition to AVs is very much a human evolution grounded in designing a complex and nuanced relationship between the machine and us—regardless of how good the machine may be. For automakers, writes Artefact’s John Rousseau, this means adopting a more rigorous human-centered design process and a holistic approach to product experience that puts the […]

26 November 2015

50 important customer experience stats for business leaders

Esteban Kolsky is a customer strategist, researcher, keynote speaker, and a consultant (analyst for 15 years, 8 years with Gartner). He believes that research has become a commodity and value has shifted from discovery to analysis and experience applied to better understanding of the issues and the solutions. In a long article, Vala Afshar, Chief […]

26 November 2015

How brands design customer experiences of the future

In today’s digital age, consumers expect more from the business they support and the products they purchase. Consumers, Macala Wright writes, not only expect great brand experiences, they believe they’re entitled to them. This is the topic of an interview she conducted with Brian Solis, the principal of The Altimeter Group. Solis just published a […]

10 November 2015

Why service design is luxury’s new battleground

Ana Andjelic writes in AdAge that most legacy luxury brands are failing at delivering service, especially online: The fact that most legacy luxury brands fail to successfully create and deliver service is unfortunate. The business of luxury retail today increasingly involves browsing and shopping online, via aggregators and on editorial sites, on mobile and in-store. […]

5 November 2015

Customer journey mapping is at the heart of digital transformation

Digital technologies such as analytics, mobility, social networks, cloud computing and the Internet of Things are making old ways of working redundant and forcing companies to transform. According to Raman Sapra, global head of Dell’s digital business services, the best way to leverage digital is to take a comprehensive rather than a piecemeal approach. And […]

3 November 2015

Another book entitled “The Quantified Self”

The Quantified Self By Gina Neff and Dawn Nafus MIT Press, 264 pp. April 2016 Oops, that is confusing: two books by sociologists on the quantified self movement, both entitled “The Quantified Self” and both appearing in April 2016. The first one is by the acclaimed Australian sociologist Deborah Lipton. And now there is this […]

17 October 2015

[Book] The Quantified Self

The Quantified Self – A sociology of self-tracking by Deborah Lupton Polity Press April 2016 Description With the advent of digital devices and software, self-tracking practices have gained new adherents and have spread into a wide array of social domains. The Quantified Self movement has emerged to promote ‘self knowledge through numbers’. In this ground-breaking […]

3 October 2015

Building a design-driven culture

It’s not enough to just sell a product or service—companies must truly engage with their customers. McKinsey & Company outlines four elements of a design-driven culture, necessary to embed experience design in an organization. Really understanding the customer “The difference with design-driven companies is that they seek to go far beyond understanding what customers want […]

26 September 2015

[Book] The first-ever ethnographic study of the global reinsurance industry

Making a Market for Acts of God: The Practice of Risk Trading in the Global Reinsurance Industry By Paula Jarzabkowski, Rebecca Bednarek, and Paul Spee Oxford Scholarship Online April 2015 Abstract Reinsurance is financial market trading in the risk of unpredictable and devastating disasters—e.g. Hurricane Katrina or the Tōhoku earthquake and tsunami—that are increasing in […]

24 September 2015

Is it time to forget Big Data and focus on real people?

Big data opens up whole world of insight for designers, but only if we focus on the actual users behind the numbers, writes Maya Nix, the Marketing Content Producer for ClickTale, in this UX Magazine article. “When it comes to UX, before we jump on the big data bandwagon, we need to challenge its predominance. […]

24 September 2015

Using business anthropology for strategic cost reduction

When business anthropologists work with the C-suite of large companies, the clients or employers tend to be the chief marketing officer (for consumer research), the chief strategy officer (for strategy work anchored in an outside-in perspective), the chief innovation officer (for new product development work) or the head of HR (for corporate culture work). Cost […]

5 September 2015

[Book] Anthropologist observes the world of London bankers

Swimming with Sharks: My Journey into the World of the Bankers by Joris Luyendijk Guardian Faber Publishing September 2015 – 288 pages Joris Luyendijk, an investigative journalist and anthropologist, knew as much about banking as the average person: almost nothing. Bankers, he thought, were ruthless, competitive, bonus-obsessed sharks, irrelevant to his life. And then he […]

2 September 2015

[Book] The Silo Effect

The Silo Effect: The Peril of Expertise and the Promise of Breaking Down Barriers by Gillian Tett Simon & Schuster – September 1, 2015 304 pages > Extract Abstract From award-winning columnist and journalist Gillian Tett comes a brilliant examination of how our tendency to create functional departments—silos—hinders our work…and how some people and organizations […]

15 August 2015

What is the ‘sharing economy’? A perspective from Seoul

As a Fulbright grantee, Emily Hong spent part of the last year researching the sharing economy in Seoul. One of her main findings? Korea actually has two. The first is small-scale, hyper local and socialist in flavor. This first “sharing Seoul” is largely supported by the Seoul Metropolitan government, and consists of a handful of […]

Show more articles