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

Business

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.

4 October 2018
Bringing​ ​patients into focus at the Roche Innovation Summit

Experientia is proud to have been a key participant at the Roche Innovation Summit, held at Roche headquarters in Basel Switzerland on 19 June 2018. Themed “​Transforming the Healthcare Experience Together​”, the summit aimed to galvanize the Roche community around the future transformation of healthcare and diagnostics. With 800 attendees from Roche and Genentech global […]

13 June 2018
Invito: DesAlps design thinking workshop per la tua startup

Hai una startup? Hai mai pensato ai benefici che potrebbe trarre dal Design Thinking? Questa è l’opportunità per scoprirlo! DesAlps Workshop #2: Il Design Thinking per la tua startup! Giovedì 28 giugno 2018 – dalle 9:30 alle 17:00 @ I3P | Corso Castelfidardo 30/a, Torino —– Nell’ambito del progetto europeo DesAlps, un team di esperti […]

3 May 2018
Invito: DesAlps innovation workshop per le PMI del territorio piemontese

Experientia è lieta di invitare le piccole e medie imprese del territorio piemontese al: DesAlps Workshop #1: Il Design Thinking per le PMI Venerdì 18 maggio 2018 – dalle 9.00 alle 17.30 @ Rinascimenti Sociali | via Maria Vittoria 38, Torino Scopri i vantaggi che il Design Thinking può portare al tuo business per prepararvi […]

27 April 2018
Impact through Design – Event in Turin, Italy

(Scroll down for English) Come può il design generare impatto? In continuità con il summit International Days of Deans and Experts: Impact Through Design (Barcellona, aprile 2018) Torino ospita il primo evento dedicato alla prospettiva italiana sull’impatto generato attraverso il design in riferimento ai Sustainable Development Goals definiti dalle Nazioni Unite. Attori dell’ecosistema territoriale ed […]

26 February 2018
Designing Patient Solutions with Meaning: Review of technology and health apps for a better patient experience

Technology is radically changing the world of healthcare and acts at different levels in support of different stakeholders. There are several digital tools on the market (e.g. wearables, virtual reality, robotics, etc.), many of which work in integration with each other, for example, wearables connected to IOT applications. Experientia’s report provide an overview of some […]

22 December 2017
Happy new year 2018!
10 October 2018

How SAP’s SuccessFactors used anthropology to understand its customers

As part of a new approach to user interfaces, Amy Wilson, Head of Product at SAP SuccessFactors, pulled designers together with behavioral scientists with backgrounds in cultural anthropology. The goal was to help the designers better understand the way most individuals intuitively work. This way, even while high-design was still a priority, the designers could […]

2 May 2018

[Book] Ethnographic Thinking

Ethnographic Thinking: From Method to Mindset by Jay Hasbrouck Routledge Press, December 2017 140 pages This book argues that ‘ethnographic thinking’―the thought processes and patterns ethnographers develop through their practice―offers companies and organizations the cultural insights they need to develop fully-informed strategies. Using real world examples, Hasbrouck demonstrates how shifting the value of ethnography from […]

27 January 2018

[Book] The Age of Surge

The Age of Surge: A Human Centered Framework for Scaling Company Wide Agility and Navigating the Tsunami of Digital By Brad Murphy and Carol Mase Reinvent Press January 2018, 272 pages > Q&A on the book The global forces of digital are putting traditional companies at risk of irrelevance. In their place is an emerging, […]

27 January 2018

[Book] The Human Workplace: People-Centred Organizational Development

The Human Workplace: People-Centred Organizational Development By Andy Swann Kogan Page Publishing October 2017, 232 pages Companies spend time and effort developing their employees – their most important asset – but they often forget to consider the company structure, culture, environment and processes required to help the newly upskilled individuals thrive. The Human Workplace is […]

12 November 2017

Six hacks for service designers working in an agile environment

Ideally service designers deliver our best value when we stay outside the “Scrum” (literally and figuratively), fulfilling our strategic role and avoiding the hectic pace and too-narrow focus of two-week sprints. Our work, writes Jesse Grimes in the most recent edition of Touchpoint, the magazine of the Service Design Network, should provide guidance to tactical […]

8 November 2017

‘Thick data’ sees the market future when big data can’t

“Customers are really the most unpredictable, the most unknown, and the most difficult-to-quantify thing for any business,” said Tricia Wang, ethnographer and co-founder of Sudden Compass, in an interview during the IBM Data Science for All event in NYC. She spoke with Dave Vellante and John Walls, co-hosts of theCUBE, SiliconANGLE Media’s mobile livestreaming studio […]

8 November 2017

Service design at BBVA bank

BBVA (an international financial institution with a presence in 35 countries, providing services to 70 million customers) was one of the sponsors of the Service Design Global Conference in Madrid last week. Derek White, BBVA’s Global Head of Customer and Client Solutions, and Rob Brown, Head of Marketing, Design and Responsible Business – both Americans […]

25 August 2017

Design Thinking needs to think bigger

We live in a massively complex, intricately interconnected global system. And it’s increasingly impossible to be designers (or human beings) without taking into account how we affect and are, in turn, affected by all the moving pieces of this organic machine. The challenge for designers is learning how to balance the production of evermore complex […]

25 August 2017

Should we delight the customer?

Growing the service design industry requires more than simply educating the next generation of service designers. Business students can also benefit from learning how service design can be used to innovate and address complex market and organisational challenges. That’s why Joan Ball, founders of Womb Service Design Lab, and Martin Dominguez, instructor at Fordham University, […]

29 July 2017

“Where the social sciences and business come together” – Alexandra Mack on ethnography

In this episode of the Change Management Review Podcast, Theresa Moulton interviews Alexandra Mack. Alexandra is a senior fellow at Pitney Bowes, the e-commerce services provider, and a Board Member of Ethnographic Praxis in Industry Community (EPIC). Theresa and Alexandra discuss how ethnography can provide change management professionals with a new view into how some […]

31 May 2017

Putting human thought behind chatbots

Business anthropologist Martha Bird’s specialty is designing technologies that work for people, creating conversational user interfaces and chatbots that can serve different professional audiences across different geographies and different cultures. An interview excerpt: Why are people’s relationships with technology so important? Any technology development and deployment happening today not informed by systems-level thinking is going […]

28 April 2017

Global study: Leading companies bet on customer experience

A new report from Harvard Business Review Analytic Services reveals that customer experience is vital for business success, and establishes social media as the foundation for customer experience. The survey, which includes 600+ leaders from the world’s biggest brands, also shows that companies embracing social media and customer experience exhibit stronger revenue growth and more […]

22 April 2017

An anthropologist in the boardroom

“It is often tempting to think that the 21st-century world is so closely integrated and digitised that the issue of culture is becoming irrelevant,” writes Gillian Tett in the Financial Times. “But behind the scenes, a growing number of companies appear to be quietly realising that the reverse is true: as the world becomes more […]

6 April 2017

Interview with Prof. Bill Beeman on the ways ethnography can improve business

A fertile relationship is growing between anthropology and business. Marketers are finding that anthropologists gather very useful knowledge by studying consumers in their natural habitat using the ethnographic techniques of observation and interviewing. A leader in this field is Bill Beeman, PhD, a professor and chair of the Department of Anthropology at the University of […]

2 March 2017

Business as Unusual: Latest issue of Touchpoint, the service design journal

“Business as Unusual” was the theme of the ninth annual Service Design Global Conference held in Amsterdam and in its play on words, it recognises that service design is more and more becoming an established way of ‘doing business’, whether in organisations, or in places such as the public sector. It is also the theme […]

28 February 2017

Organizational culture as lazy sensemaking

Laura A. McNamara describes what ethnographers can do about the cultural equivalent of the fundamental attribution error, also known as correspondence bias. “It’s a common category error (at least among the Western psych undergrads who volunteer for experimental lab credits) that describes our tendency to attribute undesirable outcomes to individual traits, without attending to the […]

23 December 2016

Innovative PhD dissertations at Harvard use ethnographic methods to understand organizational culture

Three innovative PhD dissertations have been published at the Harvard Business School’s Doctoral Program on Organizational Behavior that use ethnography and qualitative research to understand and map organizational culture: Curtis K. Chan Chan’s research (The Double-Edged Sword of Organizational Culture: The Production and Dissolution of Normative Control by an Ambiguous Expression) examines how organizational culture […]

18 December 2016

Why UX research is business research

Libby Maurer, UX leader at Widen Enterprise (a content technology company specializing in digital asset management software and content production services), makes a strong case for the value of UX research in a hardcore business environment. She writes that “the unpredictable and unscripted nature of this type of research is why it’s worked so well […]

14 December 2016

Experience design and Big Data at BBVA bank

Over the last 6 months, Fabien Girardin has been working in a rather unique position at BBVA Data & Analytics, a center of excellence in financial data analysis. My job is to make the design of user experiences reach a new frontier with the emergence of machine learning techniques. My responsibility — among other things — is to bring […]

17 November 2016

[Book] Collaborative Ethnography in Business Environments

Collaborative Ethnography in Business Environments Edited by Maryann McCabe Routledge 2017, 138 pages In a global and rapidly changing commercial environment, businesses increasingly use collaborative ethnographic research to understand what motivates their employees and what their customers value. In this volume, anthropologists, marketing professionals, computer scientists and others examine issues, challenges, and successes of ethnographic […]

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