The interplay between efficiency and quality in a service experience is often what separates a merely transactional interaction from a valuable and pleasurable one, writes Patrick Quattlebaum of Adaptive Path.
“The former gets the job done; the latter does so while creating a more human connection and an enduring relationship between service provider and customer. Unfortunately, in most cases efficiency wins out. Most organizations lean heavily on analytical methods to define rigid processes and procedures that are designed to reduce waste and increase predictability in service delivery. This approach views the organization as a machine to be fine-tuned and the customer as a rational actor who enters and exits processes like a rat in a well-designed maze.
Yet, customers are less rational than they would like to admit and more complicated (i.e., human) than process engineers would prefer. Much of this derives from how the unconscious mind affects behavior. […] And, the unconscious mind is not only molded by individual experience, but by societal norms and rituals deeply embedded within a culture.”
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.
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 […]
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 […]
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 […]
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 […]
Arti Mulchand reports in the Straits Times, Singapore’s main newspaper, on Experientia’s “Design for Ageing Gracefully” project: Putting faces to end-users early in the design process is changing the way designers and organisations are approaching products aimed at Singapore’s growing elderly demographic. Experientia’s ethnographic study, which was commissioned by DesignSingapore Council in a collaboration with […]
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 […]