Insights curated by Experientia, the UX research and design consultancy
Insights curated by Experientia, the UX research and design consultancy
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…
For going on four years now, IBM has been working to reinvent itself as a design-led business. In 2012, the computing behemoth employed just one designer for every 80 coders. Today, that ratio stands at 1:20. By the end of…
Target CEO Brian Cornell’s quest to understand shoppers takes him inside customers’ homes, looking in their cupboards and closets during pre-arranged visits. The Target Corporation is the second-largest discount retailer in the United States, behind Walmart. It is headquartered in…
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…
Service Design for Business: A Practical Guide to Optimizing the Customer Experience Ben Reason, Lavrans Løvlie, Melvin Brand Flu Wiley Publishers December 2015, 208 pages Abstract Service Design for Business helps you transform your customer’s experience and keep them engaged…
Accenture just launched (press release) the results of its Igniting Growth in Consumer Technology survey where it polled 28,000 consumers in 28 countries on their use of consumer technology. Matt Rosoff of the Business Insider summarizes the results as follows:…
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…
Esteban Kolsky is a customer strategist, researcher, keynote speaker, and a consultant (analyst for 15 years, 8 years with Gartner). He believes that research has become a commodity and value has shifted from discovery to analysis and experience applied to…
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…
Digital technologies such as analytics, mobility, social networks, cloud computing and the Internet of Things are making old ways of working redundant and forcing companies to transform. According to Raman Sapra, global head of Dell’s digital business services, the best…
The Quantified Self By Gina Neff and Dawn Nafus MIT Press, 264 pp. April 2016 Oops, that is confusing: two books by sociologists on the quantified self movement, both entitled “The Quantified Self” and both appearing in April 2016. The…
The Quantified Self – A sociology of self-tracking by Deborah Lupton Polity Press April 2016 Description With the advent of digital devices and software, self-tracking practices have gained new adherents and have spread into a wide array of social domains.…
It’s not enough to just sell a product or service—companies must truly engage with their customers. McKinsey & Company outlines four elements of a design-driven culture, necessary to embed experience design in an organization. Really understanding the customer “The difference…
Making a Market for Acts of God: The Practice of Risk Trading in the Global Reinsurance Industry By Paula Jarzabkowski, Rebecca Bednarek, and Paul Spee Oxford Scholarship Online April 2015 Abstract Reinsurance is financial market trading in the risk of…
Big data opens up whole world of insight for designers, but only if we focus on the actual users behind the numbers, writes Maya Nix, the Marketing Content Producer for ClickTale, in this UX Magazine article. “When it comes to…
When business anthropologists work with the C-suite of large companies, the clients or employers tend to be the chief marketing officer (for consumer research), the chief strategy officer (for strategy work anchored in an outside-in perspective), the chief innovation officer…
Swimming with Sharks: My Journey into the World of the Bankers by Joris Luyendijk Guardian Faber Publishing September 2015 – 288 pages Joris Luyendijk, an investigative journalist and anthropologist, knew as much about banking as the average person: almost nothing.…
The Silo Effect: The Peril of Expertise and the Promise of Breaking Down Barriers by Gillian Tett Simon & Schuster – September 1, 2015 304 pages > Extract Abstract From award-winning columnist and journalist Gillian Tett comes a brilliant examination…
As a Fulbright grantee, Emily Hong spent part of the last year researching the sharing economy in Seoul. One of her main findings? Korea actually has two. The first is small-scale, hyper local and socialist in flavor. This first “sharing…