Insights curated by Experientia, the UX research and design consultancy
Insights curated by Experientia, the UX research and design consultancy
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…
Sociologist Brooke Harrington realized that if she were ever going to understand global inequality she would have to become one of the people who helps create it. So she trained to become a wealth manager to the ultra-rich. Although she…
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…
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.…
Last month the people from Irish UX consultancy Frontend Design looked at the UX revolution in healthcare and how changes in that sector are moving towards putting the customer at the centre of the service. The banking sector is experiencing…
Far from being a panacea, small loans add to poverty and undermine people by saddling them with unsustainable debt, argues anthropologist Dr. Jason Hickel of the London School of Economics: What’s so fascinating about the microfinance craze is that it…
During a Speaker Spotlight Q&A at Forrester’s CXNYC 2015 conference for customer experience professionals, Mark McCormick, Wells Fargo’s Head of Wholesale User Experience, talked about how past customer experiences shape consumer behaviors and how understanding deep emotional values can inform…
FAIR Money, a small research collective consisting of anthropologists and design researchers based in the San Francisco Bay Area, has just published its first report, Good with Money: Getting by in Silicon Valley. The report, which is based on interviews…
It is no secret among Customer Experience (CX) professionals that most CX efforts fall flat. Forrester found that only 25% of CX professionals say their companies’ CX programs actually improve customer experience, and Avaya recently published a study indicating that…
Erin Taylor and Gawain Lynch of the Institute for Money, Technology and Financial Inclusion (UCI) lead a research project aimed at understanding people’s financial behaviors. Their project, Consumer Finance Research: Global Approaches and Methods, is investigating how different sectors –…
[Video] “Designing Delightful Details for a UI Revolution” by Toby Sterrett at push.conference 2014 Toby Sterrett, Simple’s Director of UX, offers a deep dive on how Simple’s reinvented banking by placing customers at its core. In a static industry dominated…
WASHINGTON, December 2, 2014 — Development policies based on new insights into how people actually think and make decisions will help governments and civil society achieve development goals more effectively. A richer and more accurate understanding of human behavior can…
Banks should shift their role from payment processors to trusted consumer advisors by focusing on the customer experience, argues Rob Girling in an Op-Ed piece for PSFL. “My advice to banks is to start by looking from the outside of…
Last year Experientia designed the interface of an ATM of UniCredit, a major Italian bank. The interface is now rolled out across the bank’s ATMs in Italy, to great satisfaction of the bank and the customers alike, since interaction speed…
In September 2014 Experientia gave a presentation on working as UX professionals with financial institutions at the EPIC conference in New York. The paper is now available on the EPIC site in HTML and PDF versions (free registration req’d). Abstract…
Underscoring the importance of a great customer experience, Capital One has acquired the San Francisco-based design and user experience firm, Adaptive Path. Is this a testing of the waters by a historically innovative financial institution … or the beginning of…
What Human-Centered Design Means for Financial Inclusion Yanina Seltzer, Claudia McKay 16 October 2014, 126 pages Interactive publication Download pdf CGAP has released today a 126 report entitled “Insights into Action – What Human-Centered Design Means for Financial Inclusion“. The…
This week Toronto-based UX strategist Rami Tabbah and I discussed Capital One’s acquisition of Adaptive Path. We were both a bit surprised by the lack of real reflection on the pros and cons of this development (with a few exceptions),…
Earlier in 2014, two consecutive Mondato Insights examined the role of Human Centered Design (HCD) in enhancing the user experience and closing the gap between registered and active users of Mobile Money. In the six months since then, reports Mondato,…
The most interesting things happening in financial services are not happening in financial services, writes Rich Berkman, Associate Partner of IBM Interactive Experience, in UX Magazine. The most useful and powerful cross-channel, digital tools rolled out in recent years were…