putting people first

by experientia
by experientia
12 December 2012

Designing a carsharing service that can play a truly relevant role in people’s lives

Be the first to share
putting people first
by experientia

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.

Be the first to share
Related Article
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that merges the websites of all UK Government Departments and many other agencies and public bodies, has posted a draft guidance document on risk management of …
Related Article
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 …
Related Article
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 …
Related Article
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 …
Related Article
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 …
Related Article
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 …
Related Article
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 …
Related Article
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 …

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 […]

See all articles