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

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 October 2017
Innovate through service design – The Innovation Center of Intesa Sanpaolo and Experientia for “Torino Design of the City”

by Erin O’Loughlin – Photos: Naz Kazazoglu In Turin, you only need to tell your taxi driver “Take me to the skyscraper” to end up at the impressive Innovation Center of the Intesa Sanpaolo bank, rising in the heart of Turin, with a fine view of the Turin hills and the Italian alps. Here on […]

17 October 2017
Richard Thaler’s Nobel Prize is a win for good design

by Erin O’Loughlin Richard Thaler’s 2017 Nobel Economics Prize on Monday was met with more buzz around the offices of our design agency than is usual for economics news. What people outside of the industry probably don’t realize is that service designers don’t think of Richard Thaler as an economist — instead, we consider him one of […]

3 October 2017
Don’t miss Experientia at Torino Design of the City

Torino Design of the City is nearly here! Experientia will of course be part of this exciting week (10-16 October) of events, meetings, workshops, exhibitions and guided tours about design, and we warmly invite you to join us. The event is organised by the City of Turin and will take place in strategic city locations […]

1 October 2017
Half-day event on service design innovation in Turin

(This page will be regularly updated to reflect minor programme changes) To Innovate through Service Design – Conference for Torino Design of the City From 10 to 16 October, the City of Turin will host Torino Design of the City. This week of events, meetings, workshops, exhibitions and guided tours about design will take place in […]

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 […]

19 January 2017

[Report] The truth about online consumers

During 2016, KPMG conducted an international study on consumer behaviors and preferences related to online shopping. The research was largely based on an online survey of 18,430 consumers living in more than 50 countries. The respondents were between the ages of 15 and 70, each having purchased at least one consumer product online in the […]

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 […]

5 September 2016

Great engine, but the fuel seems poor. Discussing insight development in corporate marketing

The September issue of the Harvard Business Review (HBR) contains a lengthy essay, entitled Building an Insights Engine, on how Unilever has created the organizational capabilities to “transform data into insights about consumers’ motivations and to turn those insights into strategy.” The article was written by Frank van den Driest and Keith Weed of a […]

8 April 2016

Markus Giesler on customer experience design

At Experientia, we live the mantra that experience design is always contextual experience design. Understanding and designing for people within a culture, a context and how people evolve and change within these, is at the very essence of what we do. It is therefore no coincidence that our new website always shows people, including our […]

6 March 2016

[Book] Small Data

Small Data: The Tiny Clues That Uncover Huge Trends Hardcover by Martin Lindstrom February 23, 2016 St. Martin’s Press, 256 pages Martin Lindstrom, a modern-day Sherlock Holmes, harnesses the power of “small data” in his quest to discover the next big thing. Hired by the world’s leading brands to find out what makes their customers […]

5 March 2016

McKinsey on customer experience

McKinsey just published a series of articles on customer experience: Designing and starting up a customer-experience transformation To successfully initiate a broad improvement program, decide on a structure, select the sequence that’s right for your type of company, and don’t forget to recruit change agents. Leading and governing the customer-centric organization The uniquely cross-functional nature […]

20 January 2016

Forrester Research: Mobile marketing companies lack ethnographic capabilities

In June 2015, Google commissioned Forrester Consulting to evaluate how prepared mobile marketers are to deliver to consumers during quick mobile “moments” – i.e. — instances when they reflexively turn to their devices to act on a need to learn, discover, find, or buy something. In conducting 234 online surveys and four in-depth interviews with […]

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 […]

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 […]

13 May 2015

We’re more than mere consumers, and business should remember that

Companies collect an ever-growing amount of information on customers, but forgetting the individuals behind big data is detrimental, not least to business, writes author and speaker John C. Havens. Today’s customers, empowered by mobile technologies and social media, demand to be treated like individuals, he says, and respond more positively to companies that value their […]

3 April 2015

Automotive sales could grow 24% if retail experience improved

New ethnographic and quantitative research from DrivingSales identifies how the growing gap between consumer expectations and the current automotive buying process is suppressing car sales volume. Automotive sales could grow up to 24% if the retail experience improves, according to key findings released today from a new research initiative from DrivingSales. The DrivingSales Consumer Experience […]

30 March 2015

MIT Technology Review special report on persuasive technology

The MIT Technology Review has just published a special business report on persuasive technology, i.e. how technologies from smartphones to social media are used to influence our tastes, behavior, and even habits. Free registration is required to read all the articles. Technology and Persuasion Persuasive technologies surround us, and they’re growing smarter. How do these […]

10 March 2015

Empathy makes you only more egocentric

In a battery of experiments, Imperial College’s Johannes Hattula and his coresearchers Walter Herzog, Darren Dahl, and Sven Reinecke interviewed marketing managers about their personal preferences for a selected product or service. The researchers then primed some managers to be empathetic by having them describe a typical customer of the offering and imagine that person’s […]

2 March 2015

Human-centered design should be a CMO’s best friend

The average tenure of a CMO is just 45 months, according to a recent study released by executive recruiting firm Spencer Stuart. Fortunately, for CMOs in need of help, there’s an elegant and simplistic process called “human-centered design,” which takes all the guesswork out of developing winning results. Whether the CMO is creating a product-specific […]

8 December 2014

Understanding human behaviour to improve mobile research design

Shirley Eadie, founding member and CEO of Pondering Panda, explored some of the idiosyncrasies of the human condition at last month’s MRMW Africa conference [Market Research in the Mobile World], in order to help attendees understand the impact of those idiosyncrasies on research design, to lead to quick wins for better, more accurate mobile research. […]

6 November 2014

Rethinking segmentation for the new digital consumer

Apple’s launch this week of Apple Pay, its m-commerce product, could help finally move millions of mainstream consumers toward the promise of mobile payments, according to media reports. Given that Apple Pay will expose user preferences for payments and sharing data, this is a good time for companies to re-think how they segment their digital […]

31 August 2014

Converting your home to LED lights is still a challenging user experience

Switching to LED bulbs in your home is still a bit expensive, but makes a lot of economic sense – as you quickly earn your money back through a MUCH lowered electricity bill. Yet it is quite a challenge for most people. I just successfully replaced 40 halogen and incandescent bulbs of the most varied […]

31 May 2014

The future of modern marketing is human-centered

Before the turn of the 20th century into the 21st century, a movement began. This movement called for a more user-centered approach, or also commonly referred to as human-centered, to designing products, software, digital interactions, and design concepts. It is rooted in the belief, which is by understanding human goals and behaviors; we can design […]

30 May 2014

How to use ethnography for in-depth consumer insight

Spending a weekend sitting in someone else’s house reporting when, why and how much they ate, drank, bathed, watched TV or used their mobile phone isn’t everyone’s idea of a good time, but for a marketer it is one of the best ways to gain deeper customer insight, according to a feature article in Marketing […]

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