Brand experience agency edenspiekermann_ and Volkswagen’s Service Innovation Team explored what it takes to define a service that would play a relevant role in people’s lives.
“We started with: Who are the people that use carsharing? How can we expand the service to exceed their expectations? How do people find, explore and adopt this new service? How can we design a service that is easy, enjoyable, useful and valuable? We mapped out and designed the customer journey along the different touchpoints of a carsharing service.
We explored every touchpoint: from the key that opens the door, to the iPhone App to find a car on the street, to the signs that indicate a reserved parking spot. We developed prototypical solutions and tested them with real users in real environments. Also, in-depth interviews brought insights into what works and what does not. We burned through thousands of post-its to record all aspects of what we learned in our tests. It was a reality check. At Edenspiekermann service design goes way beyond research. We win insights by creating refined prototypes that provide a sophisticated experience to users.”
The current commercial version of Volkswagen’s carsharing service is „Quicar“, available in Hannover.
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.
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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, […]
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 […]
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 […]
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 […]
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 […]