Insights curated by Experientia, the UX research and design consultancy
Insights curated by Experientia, the UX research and design consultancy
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…
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:…
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…
Holistic Retail Design – Reshaping Shopping for the Digital Era By Prof. Philipp Teufel and Prof. Rainer Zimmermann (Peter Behrens School of Arts, University of Applied Sciences Düsseldorf) Frame Publishers September 2015 – 400 pages Abstract (from Dexigner) Written by…
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…
‘Nudging’ behaviours in healthcare: insights from behavioural economics Benjamin G. Voyer, London School of Economics Article (Accepted version) (2015) British Journal of Healthcare Management, 21 (3). pp. 130-135 Since the creation of the Behavioural Insight Team (BIT) in 2010, the…
By taking into account psychological drivers, the health-care industry can create products and services that will help individuals improve the way they manage their health and well-being, writes Becky Slack in an article in the New Statesman (published in association…
While patient-centricity is at the top of the agenda of most Life Science organizations, there is an urgent need for commercial teams to evolve their market research practices to cultivate a richer understanding of patients. But how do we cultivate…
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…
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…
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…
In September, President Barack Obama signed an executive order that directs federal agencies to incorporate insights from behavioral science into their programs, in order to help them achieve their policy goals. According to Dave Nussbaum, adjunct associate professor of behavioral…
Nudge and the Law: A European Perspective First Edition Edited by: Alberto Alemanno, Anne-Lise Sibony Hart Publishing December 2015, 400 pages Abstract Behavioural sciences help refine our understanding of human decision-making. Their insights are immensely relevant for policy-making since public…
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…