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

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 […]

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

Building the networked city from the ground up with citizens

How can technology lead to more participation in democratic processes? Who should own and control city data? Can cities embrace a model that socializes data and encourages new forms of cooperativism and democratic innovation? Albert Cañigueral interviewed Francesca Bria, the chief innovation officer of Barcelona. A short excerpt about culture: Albert Cañigueral: There is no […]

29 July 2017

Australian Government Digital Transformation Agency says no to surveys and focus groups

Leisa Reichelt, the Agency’s Service Design Lead, gives the four reasons, here summarised but we recommend you to read the entire post: You can’t get authentic, actionable insights in a few clicks Surveys and other analytics can be good at telling us what is happening, but less good at telling us why. Understanding the why […]

29 July 2017

Nesta as an innovation move for Turin, Italy

A few months back we wrote about the ongoing negotiations between Nesta, the UK’s innovation foundation, and the [Italian Foundation] Compagnia di San Paolo to set up a Nesta Italia in Turin. These negotiations have now finished and the results were announced today in La Repubblica newspaper. Here is our translation: “We want to make […]

2 July 2017

To improve people’s health, listen to social scientists

With an ageing population, a rise in long-term conditions, growing health inequalities and a lack of political will to ensure that funding is increased in line with demand, the UK’s National Health Service has been brought to breaking point. In this context, there is an urgent need to put in place policies that reduce healthcare […]

6 June 2017

First issue of Behavioural Public Policy now available for free online

Behavioural Public Policy is an interdisciplinary and international peer-reviewed journal devoted to behavioural research and its relevance to public policy. The study of human behaviour has recently taken on growing importance within many disciplinary specialties and in recent years the findings from this field have begun to be applied to policy concerns in a substantive […]

30 May 2017

Nesta, the UK’s innovation foundation, planning to embark in Turin, Italy

Today the print edition of the Italian newspaper Repubblica published an article with the title Nesta, i campioni dell’innovazione puntano su Torino. Below is the English translation (with English-language links added by us): Nesta, the champions of innovation, point to Turin The UK Foundation is negotiating with the [Italian Foundation] Compagnia di San Paolo. Social […]

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 […]

8 April 2017

Service design at the Singapore Government

Jacqueline Poh, CEO of Singapore’s GovTech agency, spoke about the importance of a service design approach at the Innovation by Design Conference 2017, held from 7-8 March as part of Singapore Design Week. Whether or not the public thinks that a policy, process or service has been designed with empathy, and with the user’s needs […]

29 March 2017

Dan Hill argues for more identity, not less

Dan Hill (Associate Director, Arup, London) reflects in a long essay on the meaning of identity in the face of Brexit and Trump and what that implies for strategic design, service design and the infrastructure of everyday life. A few excerpts: “Cultural identity is complex. That is the point of it. If it was innate […]

1 March 2017

[OECD Publication] Behavioural Insights and Public Policy

Behavioural Insights and Public Policy: Lessons from Around the World OECD, March 2017 408 pages “Behavioural insights”, or insights derived from the behavioural and social sciences, including decision making, psychology, cognitive science, neuroscience, organisational and group behaviour, are being applied by governments with the aim of making public policies work better. As their use has […]

26 January 2017

New toolkit to create digital government services

The UK’s Government Digital Service has launched a service toolkit that aims to be a one stop shop for service design resources (reports PublicTechnology). The toolkit is a single page on GOV.UK that provides links to all the resources GDS thinks a government service designer will need. These include the GDS design principles and patterns, […]

25 January 2017

[OECD Report] Use of Behavioural Insights in Consumer Policy

Use of Behavioural Insights in Consumer Policy OECD 20 Jan 2017 48 pages Over the past decade, behavioural insights have helped make consumer policies more evidence-based and effective. This report examines how behavioural insights have been used by governments and other public policy organisations to develop and implement consumer policy initiatives, primarily through the use […]

19 January 2017

[Report] Consuming Differently, Consuming Sustainably: Behavioural Insights for Policymaking

The objective of this report, published by the United Nations Environment Programme (UNEP) is to shed light on opportunities to strengthen the effectiveness of policies for sustainable consumption in both developed and developing countries. The publication provides evidence-based insights from behavioural science, detailing five key behavioural barriers to sustainable consumption. It also includes concrete examples […]

19 January 2017

[Report] Behavioural Insights at the United Nations – Achieving Agenda 2030

In 2016, the UNDP Innovation Facility collaborated with the newly engaged UN Behavioural Science Advisor to work on behaviorally-informed design with 8 UNDP Country Offices in all 5 regions: Bangladesh, Cameroon, China, Ecuador, Jordan, Moldova, Montenegro and Papua New Guinea. This Progress Report highlights the potential of behavioural insights to help achieve the Sustainable Development […]

8 January 2017

The complexity of plastic bags

As societies face increasingly complex problems, design is emerging as the tool to solve some of Asia’s biggest issues. Through field trips with designers skilled in human-centered design, the team behind Ethnographers’ Field Guide to Innovation, a new series on Singapore’s Channel NewsAsia, see how meaning is found in everyday surrounds and how people are […]

1 November 2016

New report on service design impact in public sector

In this free report (pdf, 109 pages), the Service Design Network – in collaboration with the Netherlands Enterprise Agency – has identified five different areas in the public sector that are relevant for service design: policy making, cultural and organizational change, training and capacity building, citizens engagement and digitization. Service design is taking a role […]

27 September 2016

Health as a social movement

Last week, the UK innovation charity Nesta launched a new report, Health as a Social Movement: The Power of People in Movements. It illuminates the value and role of health social movements and aims to foster debate, experiments and development of a practice around social movements in health. Realising the potential of movements requires institutions […]

3 September 2016

[Paper] Design for behaviour change as a driver for sustainable innovation

Design for Behaviour Change as a Driver for Sustainable Innovation: Challenges and Opportunities for Implementation in the Private and Public Sectors Niedderer, K., Ludden, G., Clune, S. J., Lockton, D., Mackrill, J., Morris, A., Cain, R., Gardiner, E., Evans, M., Gutteridge, R., & Hekkert, P. P. International Journal of Design, 2016, 10(2), 67-85 Over the […]

18 July 2016

Ethnographic research to improve the City of New York’s digital services

A team including the Public Policy Lab (a New York City non-profit) worked with New York City’s Chief Digital Officer and her staff to use ethnographic research to develop the New York City Digital Playbook (available in 14 languages!), a policy and operational guide to help City staff develop new and improved digital services for […]

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