putting people first
by experientia
Daily insights on user experience, experience design and people-centred innovation
29 June 2013
Designing for services beyond the screen

The producer-consumer model is so ingrained in our society that we tend to treat everything like a product—a one-and-done offering that can be pushed to the market and forgotten. Yet, writes interaction and service design consultant Andy Polaine, online experiences are rarely so simple. “Dividing businesses into silos, with each silo reporting back to management, […]

putting people first
by experientia

We are an international experience design consultancy helping companies and organisations to innovate their products, services and processes by putting people and their experiences first.

19 December 2014
Putting People First blog redesigned

Experientia’s Putting People First blog has been redesigned. It is now entirely responsive, allows for easier browsing, searching, and filtering, and features larger images on the posts. The entire history of posts remains accessible as before. We are still tweaking things and welcome any feedback.

27 November 2014
Why the world needs anthropologists – an update

Why the world needs anthropologists – Coming out of the ivory tower Location: Padua, Italy, Centro Culturale Altinate/San Gaetano Date and time: Friday, 5 December 2014, 13:00 – 18:00 Padua, Italy, 5 December 2014 – The second edition of the international symposium of applied anthropologists attempts to erase the boundary between ‘pure’ and ‘applied’ anthropology, […]

30 October 2014
The BancoSmart ATM by Experientia for UniCredit selected for ADI Design Index

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 is much faster and error rates went down dramatically. Last year UniCredit and Experientia also […]

29 October 2014
Experientia at EPIC: UX transforming a financial institution

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 Application of a user-centered approach rooted in ethnographic methodologies facilitates a major European bank’s transition […]

25 October 2014
Experientia president to speak at User Friendly 2014 in China

Experientia president Michele Visciola is one of the keynote speakers at User Friendly 2014, the annual user experience conference of UXPA China, to be held in Wuxi, China, 13 to 16 November. The theme of the 11th conference is the “new era of the experience economy,” thus underlining the importance of transferring UX concepts and […]

19 October 2014
Event: Why the world needs anthropologists

An upcoming event is encouraging anthropologists to “come out of their ivory towers” and work more closely with their colleagues in the field, in order to bridge the gap between “pure” and “applied” anthropology. The international symposium “Why the world needs anthropologists” (Facebook page) will be held on 5 December 2014 in Padua, Italy. Experientia […]

29 June 2013
Designing for services beyond the screen

The producer-consumer model is so ingrained in our society that we tend to treat everything like a product—a one-and-done offering that can be pushed to the market and forgotten. Yet, writes interaction and service design consultant Andy Polaine, online experiences are rarely so simple. “Dividing businesses into silos, with each silo reporting back to management, […]

29 June 2013
Design in Service: Crafting the Citizen Experience

Many agree that a combination of factors – a demand for better user experience, the rise of ubiquitous technologies and more readily accessible datasets – present the conditions necessary for a more enjoyable life as a citizen of our country. But necessity is just the mother of invention; it takes hard work to get there. […]

25 June 2013
The culture of borrowing and debt: an ethnographic approach

What are people’s philosophy and attitudes toward loans and debt? And how financial marketers can respond to their basic emotional needs in the lending process? Americans have a complicated relationship with debt, one that defies easy analysis. That’s why a pair of researchers from Filene, a credit union think tank, chose to study the subject […]

25 June 2013
Understanding human behaviour: taking a more complex approach

Large-scale surveys are useful but if we are serious about changing behaviours, we must use every tool to understand human complexity, writes Steven Johnson in the Sustainable Business section of The Guardian. Ethnographic approaches allow us to observe consumer behaviour as it happens naturally, rather than retrospectively discussing it in research setting. “Recent advances in […]

24 June 2013
Talking Design with Dan Hill

We are pleased to invite you to the second in the “Talking Design” lecture series with Dan Hill, CEO of Fabrica. On Thursday July 4th, designer and urbanist Dan Hill will speak about smart citizens, in his talk “The not-so-smart city”. Talking Design lecture series The “Talking Design” guest speaker evenings are part of our […]

24 June 2013
Advice from a former Apple director who coined the term ‘user experience’

Having worked on Apple’s User Interface Technologies and introducing the term “user experience” to company execs in the early 90s, Mitch Stein knows a thing or two about how humans interact with computers. “The term ‘user experience’ is more than just aesthetics to me,” Stein said. “We have relationships with our technology. User experience is […]

24 June 2013
Brian David Johnson on being more human

Intel’s resident futurist reflects on how the steampunk culture offers clues to building a better tomorrow. “Steampunk reveals three relationships that people want with their technology. First, they want their technology to have a sense of humor. Humor and jokes give us a way to connect with and understand each other. Also, humor is a […]

24 June 2013
Thirteen tenets of user experience

Robert Hoekman Jr. provides his list of 13 beliefs on the value of user experience strategy, design, and designers, “one for every year [he has] been in the web industry”.

19 June 2013
Book: Trust is a Choice

Trust is a Choice – Prolegomena of Anthropology of Trust(s) by Stephanie A. Krawinkler 189 pages, 2013 Carl-Auer Verlag (Publisher) [Amazon link] [Extract] Trust is a universal but culture-bound phenomenon and a critical success factor in corporate life. The author provides a compilation of anthropological theoretical threads on trust. She conducted a long-time ethnography of […]

19 June 2013
Service design in the physical space and why it makes sense to design for a minority

The physical environment in which a service plays out has a significant influence on the experience of a service. So it’s not uncommon for service design projects to take the physical environment into account. In a recent project focused on the physical environment of the train station, the Dutch service design consultancy 31 Volts, specifically […]

19 June 2013
New Ericsson report on needs of today’s smartphone and mobile internet users

A new Ericsson ConsumerLab report, Unlocking Consumer Value, identifies the needs of today’s smartphone and mobile internet users. “The rapid uptake of smartphones and other connected devices has transformed the mobile broadband landscape – shaping and broadening the way users work, play and communicate. When the uptake of smartphones begins to accelerate in a particular […]

13 June 2013
To get the most out of tablets, use smart curation

In a second article in a four-part series on the use of tablets in educational settings, Justin Reich of MindShift examines the topic of curation. “As technologies have developed, the tools and objects of curation have become increasingly accessible. For decades, teachers have arranged collections on bookcases, but now we create playlists of songs, folders […]

12 June 2013
Online, we’re all celebrities now. So what next?

“In reality, we’re all kind of on ‘Big Brother’ — on a reality show,” says Syracuse University’s Anthony Rotolo, a professor who runs the Starship NEXIS lab, focusing on social networking and new technologies. “Whenever I give a talk, whenever you give a talk, there’s going to be someone live-tweeting it. There’s going to be […]

12 June 2013
A successful 21st century brand has to help create meaningful lives

An enormous study of how consumers around the world interact with brands finds that only the companies that make life better for consumers create impactful connections. For its second annual Meaningful Brands Index, Havas Media talked with more than 134,000 people in 23 countries about their impressions of more than 400 brands, from Apple to […]

6 June 2013
Participatory design in healthcare

Participatory Design in Healthcare: Patients and doctors can bridge critical information gaps is the title of a UX Magazine article by Andrii Glushko, a UX designer at SoftServe Inc. “What we now call participatory design went through a number of changes, and can be seen influencing urban design, architecture, community planning, and placemaking, as well […]

6 June 2013
Technology puts power in the hands of the Millennial Generation

This week the Financial Times has run two reports on the Millennial Generation. Part Two (pdf) came out today, whereas Part One is from June 3. Part Two’s leading article is definitely worth exploring, particularly in how it connects technology and mobile devices with empowerment of a new generation: “Technology has played a huge role […]

6 June 2013
The future of human-centered design

“Throughout my career, and especially as a designer at IDEO,” writes Nathan Waterhouse, “I’ve been a passionate believer of the value of placing people first, of designing from an end–user perspective. […] Perhaps it was the abundance of rhetoric about human needs [at the recent Skoll World Forum] that made me ask the question ‘But […]

6 June 2013
Experientia presentation at EPIC London

EPIC, the premier international gathering on the current and future practice of ethnography in the business world, just announced the program of its upcoming conference in London (15-18 September) and Experientia is proud to announce that it will be presenting a paper on Monday 16 September. The paper is entitled “The changing face of healthcare. […]

4 June 2013
Without opt in, Google Glass will generate hostility

“Google and friends should not be trying to make these things acceptable in polite society,” writes Roger Kay in Forbes. “If they persist, they can expect a wave of hostility the likes of which they have perhaps only begun to imagine.” “People can’t opt in to public surveillance, and we live in a more dangerous […]

4 June 2013
A beautiful kids’ book that combines interactivity with good old-fashioned text

The Jörgits and the End of Winter, an indie fantasy novel for kids nine and up, uses interactivity as a supplement to the story, not a stand-in for it, and shows how interactivity can work in a slightly more substantial text. The app was created by Anders Sandell, a Finnish-born interaction designer who grew up […]

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