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Daily insights on user experience, experience
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Service design
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.

21 December 2014
Experientia’s Twitter feed live

Experientia has now its own Twitter feed. Four months of Putting People First posts and other links have already been uploaded. If you followed Experientia on Twitter through the feed of its CEO, Mark Vanderbeeken, make sure to now also follow the company (but don’t unfollow Mark, who will keep on tweeting away). And while […]

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 […]

5 November 2014
Creating government tech systems with excellent UX and ‘good enough’ security

Gov.uk, the website of the UK Government’s Digital Service that merges the websites of all UK Government Departments and many other agencies and public bodies, has posted a draft guidance document on risk management of cyber security in technology projects. Based on user interviews and over ninety user stories, they found it to be essential […]

31 August 2014
Converting your home to LED lights is still a challenging user experience

Switching to LED bulbs in your home is still a bit expensive, but makes a lot of economic sense – as you quickly earn your money back through a MUCH lowered electricity bill. Yet it is quite a challenge for most people. I just successfully replaced 40 halogen and incandescent bulbs of the most varied […]

28 August 2014
How EU leaders can listen to the views of their citizens expressed on Twitter

Vox Digitas By Jamie Bartlett, Carl Miller, David Weir, Jeremy Reffin, Simon Wibberley Report, 24 August 2014 ISBN 978-1-909037-63-2 Free download Over the last decade European citizens have gained a digital voice. Close to 350 million people in Europe currently use social networking sites, with more of us signing into a social media platform at […]

27 August 2014
Service design toolkit

The toolkit for service design is an introduction to the methodology of service design. With a simple step-by-step plan it offers you a practical do-it-yourself guide. The kit contains workshop templates, posters, a manual and technique cards, some of which can also be downloaded. It is the outcome of a partnership between Namahn and Design […]

12 August 2014
White House launches UX-focused Digital Service team

Yesterday, the White House formally launched the U.S. Digital Service. “The Digital Service will be a small team made up of our country’s brightest digital talent that will work with agencies to remove barriers to exceptional service delivery and help remake the digital experience that people and businesses have with their government.” The Administration also […]

27 July 2014
Applying insights from behavioral economics to policy design

Applying insights from behavioral economics to policy design Brigitte C. Madrian NBER Working paper July 2014 The premise of this article is that an understanding of psychology and other social science disciplines can inform the effectiveness of the economic tools traditionally deployed in carrying out the functions of government, which include remedying market failures, redistributing […]

18 July 2014
Improve the travel experience at airports

Over the past years the Amsterdam agency edenspeakermann_ collaborated in a European cooperation that aims to create a seamless air travel experience for passengers to Europe. As a result of research on four European airports they created the concept of the ‘Info Connectivity System’: a one-stop-shop for all travel information. Extensive research has been conducted […]

22 June 2014
Report: Mapping and developing Service Design Research in the UK

The aim of the Service Design Research UK (SDR UK) Network of the Network is to review and consolidate the current state of Service Design knowledge within the field of Design. Three workshops and three Advisory Board meetings formed the basis of the Service Design Research UK Network. Delivered and supported by practitioners and academics, […]

24 April 2014
Smart cities need smart citizens

The idea of the SMARTiP project is to take the experience developed by a wide range of existing user-driven, open innovation initiatives in Europe, particularly those developed through Living Labs, and to apply this experience to the challenge of transforming public services by empowering ‘smart citizens’ who are able to use and co-produce innovative Internet-enabled […]

9 March 2014
Swedish inspirations on design for public policy

The Forum for Social Innovation Sweden is a meeting place for academia, industry, government, civic society and non-profit organisations in Sweden striving to develop social innovation and social entrepreneurship. As part of its mission to share news, information, network and what is happening within this field, in Sweden and globally, it is worth calling attention […]

7 March 2014
The Great Convergence

Jesse James Garrett of Adaptive Path argues that the constellations in the user experience field are shifting and that we are experiencing some sort of collision of three different “galaxies”: “The customer experience community developed out of the marketing and customer support functions in organizations — in other words, the people traditionally mandated to pay […]

6 March 2014
How collaborating with patients improves hospital care

The Guardian reports on how a new UK project where patients and NHS staff work together to improve services shows that even small changes can have a big impact on the quality of care. The project, with an impossibly long name, has been designed by academics from Oxford university’s health experience research group and studies […]

5 March 2014
Campaign: Mobile card set of facilitation and training techniques

Are you a trainer? Do you facilitate meetings? Help the International Training Centre of the International Labour Organization (an Experientia client) to develop a mobile card set of 60 participatory knowledge sharing methods and technologies that you can use in any of your upcoming workshops or meetings. The cards will help you to make informed […]

13 February 2014
A case study on inclusive design: ethnography and energy use

Energy usage and conservation can be a seemingly mundane part of an individual’s daily life on one hand, but a politically, ecologically, and economically critical issue on the other. Despite its importance, there is a startling lack of insight into what guides and influences behaviors surrounding energy. With conventional quantitative analyses of properties and income […]

12 February 2014
The Museum of Future Government Services

The Museum of Future Government Services, which in Dubai on the 10th of February at the UAE Government Summit, is an interactive design futures exhibition. The Museum explores the future of travel, healthcare, education and urban services. It brings together over 80 designers, technologists and futurists from nearly 20 countries to imagine how these services […]

12 February 2014
Data and design in innovative citizen experiences

The past decade has brought enormous and growing benefits to ordinary citizens through applications built on public data. Any release of data offers advantages to experts, such as developers and journalists, but there is a crucial common factor in the most successful open data applications for non-experts: excellent design, writes Cyd Harrell, UX Evangelist at […]

12 January 2014
[Book] Design Transitions

Design Transitions – Inspiring Stories. Global Viewpoints. How design is changing. By Joyce Yee, Emma Jefferies and Lauren Tan BIS Publishers [Book site – Amazon link – selected pages] Abstract Design Transitions presents 42 unique and insightful stories of how design is changing around the world. Twelve countries are represented from the perspectives of three […]

12 January 2014
The new design: social innovation inspiring business innovation

Cheryl Heller of CommonWise argues that there’s a new design emerging that works from inside a community and at a systems level, impacting human relationships instead of things. It emerges from the new discipline of design for social innovation, in which the discipline is applied to re-imagining and reinvigorating human resources. This new design, applied […]

2 January 2014
[Book] Design for Behavior Change

Designing for Behavior Change: Applying Psychology and Behavioral Economics By Stephen Wendel Publisher: O’Reilly Media Released: November 2013 Pages: 400 [Amazon link] A new wave of products is helping people change their behavior and daily routines, whether it’s exercising more (Jawbone Up), taking control of their finances (HelloWallet), or organizing their email (Mailbox). This practical […]

17 December 2013
Videos online of the Service Design Global Conference

Nearly all videos of the recent Service Design Global Conference in Cardiff, Wales (19-20 November 2013) are now online: DAY 1 Making Data Useful The Service Design Imperative [30:37] Nick Leon – Royal College of Art Bio and synopsis The Danger of Big Data [21:45] Kerry Bodine – Forrester Research Bio and synopsis Service Design […]

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