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

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 […]

22 April 2017

Boston’s human-centered research to design middle-income housing

In Boston, the Mayor’s Office of New Urban Mechanics is conducting ethnographic, human-centered research to design middle-income housing that reflects people’s lived experiences, reports the Stanford Social Innovation Review. This includes intensive planning sessions in which residents, designers, and policy experts co-create policy blueprints. As part of these efforts, Boston set up a roadshow with […]

2 March 2017

[Report] How US youth navigate the news landscape

Yesterday, the New York research institute Data & Society released the report How Youth Navigate the News Landscape (download) that explores how young people use mobile devices, messaging apps, and social media to consume breaking news. Co-authors Mary Madden, Amanda Lenhart, and Claire Fontaine find that American teens and young adults express low levels of […]

9 May 2015

Modernizing the US immigration system with user-centered design

Vivian Graubard describes on WhiteHouse.gov how the U.S. Digital Service is working on modernizing the USA’s still largely paper based immigration service, pairing a better technical base with user-centered design. We traveled to USCIS (United States Citizenship and Immigration Service) operations centers in Kansas City, Missouri and Lincoln, Nebraska to learn how adjudicators work, how […]

17 March 2015

Research on being “good with money” in Silicon Valley

FAIR Money, a small research collective consisting of anthropologists and design researchers based in the San Francisco Bay Area, has just published its first report, Good with Money: Getting by in Silicon Valley. The report, which is based on interviews and a diary study with 10 people struggling to gain or hang on to firm […]

16 March 2015

EPIC conference calls for papers and tutorials

EPIC, the premier international gathering on the current and future practice of ethnography and design in the business world, will take place in Sao Paulo, Brazil this year. The EPIC 2015 program committee is now calling for submissions of Paper Abstracts, Pecha-Kucha Abstracts, and Tutorial Proposals in English or Portuguese that present and discuss original […]

11 October 2014

Reflections on Capital One’s acquisition of Adaptive Path

This week Toronto-based UX strategist Rami Tabbah and I discussed Capital One’s acquisition of Adaptive Path. We were both a bit surprised by the lack of real reflection on the pros and cons of this development (with a few exceptions), so Rami, who has worked a lot with banks, wrote one himself. His post is […]

12 February 2014

Data and design in innovative citizen experiences

The past decade has brought enormous and growing benefits to ordinary citizens through applications built on public data. Any release of data offers advantages to experts, such as developers and journalists, but there is a crucial common factor in the most successful open data applications for non-experts: excellent design, writes Cyd Harrell, UX Evangelist at […]

31 May 2013

How Obama used ‘Ethnography Project’ to defeat Mitt Romney in 2012

Ken Walsh reports on how Team Obama made an unprecedented effort to understand the voters and speak their language, slicing and dicing the electorate with a sophistication and savvy that the Republicans couldn’t match and are still scrambling to replicate. “The Obama team’s opinion research was led by Joel Benenson, a tough-minded pollster from New […]

6 April 2013

Videos of breakout sessions at the recent Interaction13 conference in Toronto

The IxDA gathered in Toronto, Canada’s largest center for design, for its 6th annual conference. Here are the video records of the breakout talks that took place (grouped thematically).   AGILE / LEAN Josh Seiden: A designer’s introduction to lean startup [15:04] Josh Seiden introduces you to the key ideas of Lean Startup, talks about […]

6 April 2013

Videos of keynotes and panel discussions at the recent Interaction13 conference in Toronto

The IxDA gathered in Toronto, Canada’s largest center for design, for its 6th annual conference. Here are the video records of the keynotes and panel discussions that took place. KEYNOTES Albert Shum: Connecting – emerging themes for interactions [36:59] This session will share some of the design thinking behind emerging interactions themes and provide ways […]

20 December 2012

How technology has restored the soul of politics

Longtime political operative Joe Trippi advocates a bottom-up, people-centered politics, and cheers the innovations of Obama 2012, saying they restored the primacy of the individual voter. “New technologies can manipulate, empower, or do both. There will be plenty of actors in both politics and business who will use the innovations of the Obama 2012 campaign […]

13 December 2012

The man looking to turn Samsung into a Silicon Valley trendsetter

Samsung is doubling down on technology investments in Apple’s backyard, including two new R&D buildings in Silicon Valley that will house 2,000 staff and a recently announced startup accelerator. Leading this effort is Young Sohn, who started at Samsung in August as president and chief strategy officer. He has spent a long career leading several […]

26 November 2012

Research on Android tablet use in 5th grade classrooms

The series of research projects on tablet use in schools (see here, here and here) now also has an Android study. A small research project by Marie Bjerede and Tzaddi Bondi, equipped a 5th grade class of 27 students in Portland, Oregon (USA) with 7-inch Samsung Galaxy Tab devices with mobile broadband data to use […]

6 November 2012

How teens do research in the digital world

According to Pew Internet research, the teachers who instruct the most advanced American secondary school students render mixed verdicts about students’ research habits and the impact of technology on their studies. More in particular, they say that students’ digital literacy skills are weak and that courses or content focusing on digital literacy must be incorporated […]

25 October 2012

Want proof that market fit is everything? Test your app in the slums of Sao Paulo

For the Stanford-educated founders of Emprego Ligado, creating a successful app in Brazil required dismantling every assumption about the target audience. Emprego Ligado, which translates to “connected job,” launched in Sao Paulo this summer with the aim of connecting unskilled laborers to jobs close to home via SMS: Workers text the system when they need […]

5 August 2012

What marketing executives should know about user experience

“What marketing executives should know about user experience” is the title of a short and introductory piece, mainly aimed at marketing people, by Nick Myers, managing director of visual design & branding at Cooper (a design and strategy firm in San Francisco that I had the pleasure of visiting two weeks ago). His central question […]

7 June 2012

Forget B-School, D-School is hot

The Wall Street Journal published the umpteenth article on design thinking education. What I keep on missing in these pieces is some reflection on what understanding people actually means: ethnographic and anthropological observation and fast prototyping, combined with some creativity, will not by themselves create sufficiently sustainable solutions, I believe. When you deal with people, […]

2 June 2012

US Veterans Administration launches iPad patient study on tablet use

The US Veterans Administration has announced it has created an initiative aimed at studying the benefits associated with the use of mhealth apps and tablet devices to improve and coordinate care between physicians, veterans and their families/caregivers. To that end, the VA is handing out 1,000 iPads to veteran’s families in the “Clinic-in-Hand” pilot program. […]

19 May 2012

After ethnography, and other papers by Iota Partners

Iota Partners is a new Chicago-based venture of Rick Robinson and John Cain (with whom Experientia partner Jan-Christoph Zoels once worked at Sapient) that deals with user experience research, sensor-based data, and smart modelling. The papers section on their website is worth exploring in some depth. Here are some of them: After ethnography This paper […]

13 April 2012

Digital differences in the USA

When the Pew Internet Project first began writing about the role of the internet in American life in 2000, there were stark differences between those who were using the internet and those who were not.1 Today, differences in internet access still exist among different demographic groups, especially when it comes to access to high-speed broadband […]

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