COVID-19 has accelerated the digital transformation of insurance companies. If insurers apply the e3 lens when assessing their touchpoints, they can create tailored, engaging and empowering connections with their customers. By building this process into their value propositions, insurers can become much more customer-centric.
The employee experience (EX) journey map of the US Government’s Department of Veteran Affairs (VA) identifies the moments that matter during a VA employee’s career using the same human-centered design process that VA’s Veterans Experience Office (VEO) has applied in the development…
While UX designers are trained to be on the side of the user, there are ways that the user experience can be manipulated to be in favor of the "product" in this case, a candidate. UX designer Mary Formanek broke down how this worked in an interview with Salon.
The book explores the future of artificial intelligence (AI) through interviews with AI experts and explores AI history, product examples and failures, and proposes a UX framework to help make AI successful.
While it's easy to blame the user, phishing schemes have become incredibly sophisticated and believable. So, instead of blaming the user, we want to instead bring an empathetic lens, and understand more about their needs.
This report considers human factors in relation to future vaccines against the novel coronavirus (SARS-CoV-2), drawing on insights from design thinking and the social, behavioral, and communication sciences. It provides recommendations on how to advance public understanding of, access to, and acceptance of vaccines that protect against COVID-19.
While it is argued that smart city development is at an impasse, we argue that it is at a crossroads. It is possible to simultaneously develop and adopt new technologies and strengthen people's rights. This has been proven in the Nordic cities and Barcelona. The People-first vision presented in this report shows how it is possible for all cities.
The MVP is a double-edged sword in that it focuses your engineering and product management priorities, but might steamroll user priorities. An MVP that misses 'desirable' will risk the unintended consequence of poor user adoption.
The Covid-19 pandemic is rapidly transforming our present and our future. What are researchers and designers learning that can help companies evolve their products and services to make them more robust within this fast changing context and market?
Experientia's Stefano Galeazzi and Daria Cantù explore how to conduct impactful applied qualitative research remotely, when we may not be able to conduct in-person interviews - as is the case now during the Covid-19 pandemic.
When you think about user experience design it is a term that we instantly associate with apps and websites. And especially when considering a typical job description of a UX designer, it can trick you into thinking that it's a modern concept.
The central charge to HCI is to nurture and sustain human dignity and flourishing. Why are HCI researchers and practitioners now on the wrong side of many of the problematic developments in the contemporary technology landscape?
This case study seeks to explore the utility, applicability and effectiveness of UCD in supporting humanitarian adaptiveness, and to understand whether UCD can enable humanitarian actors to be more adaptive in their responses.