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

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 […]

29 August 2016
Experientia discussing ethnography and patient-centricity at EPIC 2016

This week Experientia joins our colleagues and peers in Minneapolis at EPIC 2016, the premier international gathering on ethnography and design in industry. The theme for the conference this year is Pathmaking, emphasizing the power of ethnography to create transformative innovation, growth and strategic success for companies, industries and communities. On the second day of […]

22 June 2016
A united energy economy: Experientia helps wrap up the CITYOPT Nice pilot project

Can behavioral change address local energy issues, raise people’s awareness energy consumption issues, and directly support non-profit organizations at the same time? With the Nice pilot of the CITYOPT project, we have seen strong suggestions that it can. It also suggests that the sense of belonging to a local community is a strong motivation for […]

23 May 2016
Experientia white paper: “Conducting clinical trials is about working with patients”

Patient-centricity is one of the defining issues facing clinical trials in the pharma industry. The past few years have seen a growing awareness by pharmaceutical companies of the importance of patient-centricity – but they have also illustrated that not everyone is clear on just what patient-centricity is, or how to achieve it. After using UX […]

12 April 2016
The latest on innovation in Energy Efficient Buildings: annual round-up of EU Commission projects

Every year, the Energy-efficient Buildings (EeB) Public Private Partnership (PPP) publishes the EeB PPP project review – a round-up of energy-efficiency projects that have been co-funded by two European Commission schemes. This year, the print and digital booklet design was done by Experientia, in particular by our talented visual and interaction designer Dohun Jang. Experientia […]

8 March 2016
Behavioral modeling – Shaping cultural change and behavioral evolution

One of the things we do here at Experientia that really sets us apart from other UX agencies is behavioral modeling. Our cognitive and behavioral models go beyond the standard customer journeys and personas (both useful tools, and often preliminary steps to behavioral modeling) to create frameworks that can be used to make people more […]

16 October 2016

Study says aggressive drivers see autonomous cars as easy prey

Aggressive drivers are looking forward to sharing the road with autonomous cars as they believe they can cut in front of them easily. This is how Peter Campbell summarised in the Financial Times one of the key conclusions of a wide reaching research project by the London School of Economics and Goodyear that investigated how […]

10 August 2016

What does an anthropologist bring to autonomous driving design?

From a Nissan press release (dated August 10, 2016) One profession you might not expect to find at the design table — anthropologist — is playing a key role in developing Nissan’s next generation autonomous vehicle, analyzing human driving interactions to ensure that it is prepared to be a “good citizen” on the road. “Car technology is continuing to […]

8 April 2016

On the need for ethnography in user experience design

Michael Thomas of Ford Motor Company argues in a thoughtful personal piece that User Experience design is greatly enhanced by establishing classical ethnographic methods as foundational for defining the domain of design intervention. How can UX account for subjective, positively regarded experiences that are time and community dependent, he asks: Examples of these might include […]

21 March 2016

Ford’s quest to remake itself into a master of UX

Ford, bastion of the old-school American economy, is now trying to recast itself as a company built around user experience. It’s finally trying to see its cars through the customer’s eyes. It’s designing for them. Ford used to focus on “benchmarking,” or comparing all the features of competitors and simply adding in what they didn’t […]

2 February 2016

The secret UX issues that will make (or break) self-driving cars

In an unassuming research lab, Volkswagen is solving problems that Tesla and Google haven’t come close to cracking. Cliff Kuang reports for Fast Company. In his article he features the work of Brian Lathrop, who runs the UX group at Volkswagen’s little-known Electronics Research Laboratory, and has set out three things an autonomous car has […]

27 January 2016

Human-machine interactions and the coming age of autonomy

Melissa Cefkin is a Principal Scientist & Design Anthropologist at Nissan Research in Silicon Valley where she explores the potential of having autonomous vehicles as interactive agents in the world. In an article that was published yesterday, she considers two ways in which, to me, the notion of autonomy raises questions about notions of sociality. […]

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 […]

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

How Nissan’s using anthropology to make autonomous cars safe

What happens when robot cars meet complex social interaction, like head nods, horn honks, or even road rage? Dr. Melissa Cefkin “is here to teach autonomous cars how to behave”. A design anthropologist based at the Nissan Technical Center in Silicon Valley, Cefkin is charged with leading the autonomous car research into the complex web […]

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

[Conference] Design & The City, Amsterdam, April 2016

Design & The City explores citizen-centered design approaches for the smart city. Central theme is the role of design(ers) to create opportunities and practices for citizens, (social) entrepreneurs and policy makers towards more liveable, sustainable and sociable urban futures. At the round table conference leading international experts discuss the implications of the rise of social […]

19 October 2015

Don Norman on why “mostly autonomous” cars are dangerous

Cars that are autonomous most of the time (but not all the time) are dangerous, argues Donald Norman: “Whether you are fan or foe of completely autonomous vehicles, note that it will be decades before we have full automation of cars. One of the most difficult problems is the transition: from (A) manual driving, to […]

5 September 2015

Prototypes capturing new user experiences for bicycles

Back in May 2015, the Urban Futures team of the Future Cities Catapult (based in London, UK) completed a design research project around cycling. This short project uses film to sketch out some possibilities of contemporary technologies such as wearables and Internet-of-Things, in order to imagine new user experiences for cyclists. It’s covered in depth […]

2 September 2015

What do people really do at airports?

A few days ago researcher Ben Kraal gave a talk at UX Australia 2015 describing four years of research done by him and his colleagues on what people do in airports and what airport user experience really means. He just posted his slides and speaker notes. Abstract Airports are a consensual hallucination experienced by billions […]

8 August 2015

Stanford: taking back control of an autonomous car takes five to eight seconds

Autonomous cars are based on the premise – similar to airplanes – that the human driver can take back control of the vehicle in case of emergency. But that takes quite a bit of time. Two seconds are not enough, even when the (backup) driver is not performing other talks. Five to eight is generally […]

1 August 2015

Nissan’s place-based design process

Megan Neese is a senior manager in the Future Lab at Nissan Motor Ltd., a cross-functional team tasked with uncovering new business opportunities for the future of automotive. In an article for EPIC, she explains how product companies are undergoing an identity crisis, as products become smarter, their nature changes, and even the definition of […]

28 May 2015

The driverless car push ignores challenges of people and context

Autonomous or driverless cars are based on a technology push strategy. Beyond statements like “freeing up time”, “reducing accidents” and some simple scenarios on “remote parking” or “vehicle sharing”, there is far too little thought on what such vehicles imply for people’s behaviors and possible future contexts of use. Even a cursory reflection from a […]

1 May 2015

The most important part of self-driving cars will be human control

Until now, the public dialogue about self-driving cars has centered mostly on technology, writes Michael Nees, Assistant professor, Lafayette College. The public’s been led to believe that engineers will soon remove humans from driving. Researchers in the field of human factors—experts on how people interact with machines—have shown that we shouldn’t ignore the human element […]

7 April 2015

Bosch uses UX approach to spark enthusiasm for electric driving

Bosch, the German multinational engineering and electronics company, is applying a UX approach to help spark enthusiasm for electric driving, and to develop a “fascinating” user interface for electric vehicles. The project website consists of three sections (some have short videos): Charged up For six months, the Bosch user experience team analyzed how the car […]

2 April 2015

The user experience of the car

John Edson explains why the future of cars is about experience versus ownership. Three major shifts, he says, will move the car from a depreciating asset that every family owns to a mesh of hardware, software, and services that meet our transportation needs in a multidimensional way that destroys our assumptions of what a car […]

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