Insights curated by Experientia, the international UX consultancy
Insights curated by Experientia, the international UX consultancy
McKinsey just published a series of articles on customer experience: Designing and starting up a customer-experience transformation To successfully initiate a broad improvement program, decide on a structure, select the sequence that’s right for your type of company, and don’t…
A new government website for Australia, focused around citizens’ needs rather than government structures, could be launched by the end of the year, Paul Shetler, chief executive of Australia’s Digital Transformation Office (DTO), has told Global Government Forum. The site,…
In the ‘age of the customer’, IT leaders should be paying particular attention to the growing business case for UX testing and research, writes Chloe Green in Information Age. She writes: Numerous studies have found that every dollar spent on…
PMLiVE, the news site for the pharmaceutical industry, is quite outspoken on the need for UX and customer experience methodologies in the pharmaceutical industry. Here are some recent posts: A five-step plan for patient-centred digital communications Letizia Affinito and John…
August de los Reyes came to a new understanding of design after thinking about (and experiencing) disability. Disability, writes Cliff Kuang (who interviewed him), is “an engine of innovation simply because no matter what their limitations, humans have such a…
New report by Argus Insights suggests disappointing apps break user experience, may cause decline in consumer delight over time. The Smart Home ecosystem comprises both hardware devices and software apps and together they are supposed to make an efficient system…
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…
It’s easy to design for the idealized user, someone who’s smart, calm, and informed. It’s less easy, and thus more important, to design for a more realistic user: still smart, but harried and uncertain. The best designs handle both with…
Digital publishing, seeming perpetually up against terrible economics that prize quantity over quality, has reached a point where navigating it is akin to “walking across a sticky cinema store,†according to Barbarian Group executive director of media and distribution Colin…
This short reflection on Eataly by Sergio Gutierrez, Ankur Johar, Christian Lillo, Anjali Singh and and Sofia Sourtzis positions it as a “third place”. Ray Oldenburg introduced the concept of the third place in 1989 in his book The Great…
With patients increasingly treating themselves at home, often using specialist equipment, the chance of use errors increases, and the ensuing results can be deadly. User Interfaces (UI) have a key role to play in reducing the risk of use errors…
Shaping the Library to the Life of the User: Adapting, Empowering, Partnering, Engaging by Merrilee Proffitt, James Michalko and Melissa Renspie OCLC Online Computer Library Center, Inc. December 2015, 15 pages This report provides a recap of the October 2015…
The goal of self-service sites is to help users find answers themselves, forestalling the need to contact a real person. When such a site is done right, it leads you straight from symptoms to diagnosis to cure. However, if self-service…
Easier Said Than Done: Why we struggle with healthy behaviours and what to do about it By Nathalie Spencer RSA, December 2015 Many of us know what we should be doing to live healthily, yet many of us struggle to…
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…
Memorial Sloan Kettering’s new $300 million cancer center in New York focuses on the well-being of the patient—even as they move you through the process as quickly as possible. Inside the nearly-finished Josie Robertson Surgery Center (JRSC), the waiting room…
In this piece, Jerry Cao, Kamil Zieba and Matt Ellis of UXPin dive into four reasons why we recommend a content-first design approach: 1. Design may impress, but content hooks users In the end, users will care more about content,…
In today’s digital age, consumers expect more from the business they support and the products they purchase. Consumers, Macala Wright writes, not only expect great brand experiences, they believe they’re entitled to them. This is the topic of an interview…
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…
Don Norman and Bruce Tognazzini are taking their gloves off and accuse Apple of abandoning the fundamental principles of good design: discoverability, feedback, proper mapping, appropriate use of constraints, and, of course, the power to undo one’s operations. Apple, they…