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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.

1 January 2015
Happy Playful New Year
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 […]

20 October 2006
Interview with Jan Chipchase of Nokia Research
5 October 2006
Jan Chipchase of Nokia on connecting the unconnected
1 June 2013
Papers about sense-making and ethnotelling

From the Journal of Information Architecture: Sense-making in Cross-channel Design Jon Fisher (Nomensa), Simon Norris (Nomensa), and Elizabeth Buie (Luminanze Consulting) Successful cross-channel user experiences rely upon a strong informational layer that creates understanding amongst users of a service. This pervasive information layer helps users form conceptual models about how the overall experience works (irrespective […]

9 April 2012
From banker to service designer

Olga Morawczysnki, project Manager of Grameen Foundation’s AppLab Money Incubator (a CGAP-sponsored new initiative that develops mobile financial products for the poor) and Jan Chipchase, executive creative director of global insights at frog, argue that large scale adoption of (mobile) financial services by the poor will only happen if providers in this sector approach the […]

5 April 2012
Imperialist Tendencies, Part 2: A Backgrounder for Corporate Design Research

Jan Chipchase, Frog Design’s Executive Creative Director for Global Insights, continues his argumentation on the importance of corporate design research. After a somewhat confusing introduction (it’s very much for insiders), Chipchase focuses on the core issue: a backgrounder on the role of design research / ethnography and some of the nuances of the approach “that […]

9 July 2010
Danah Boyd: smartest “tech” academic

The smartest “tech” academic according to Fortune Magazine (“The smartest people in tech”) is Danah Boyd, Social Media Researcher, Microsoft Research. “She is the reigning expert on how young people use the Internet, and she’s writing a book on the subject. Boyd’s research is the real deal, a potent blend of theory and ethnographic data. […]

26 May 2010
Mobile banking: mediated use

Jan Chipchase (frog design and until recently an acclaimed user researcher/anthropologist at Nokia) reflects on the topic of technical and textual illiteracy in the context of mobile banking, and the role of privacy within the mediated use illiterate people often need to rely on. “Textual and technical illiteracy is often cited as a barrier to […]

25 December 2009
When professionals get culture shock

Nokia user researcher Jan Chipchase reflects on the issue of culture shock, a condition that can even affect professionals whose livelihood depends on being able to travel the globe and decode the nuances of what they experience. “I’ve seen first hand and have on occasion experienced the symptoms of culture shock include: increased irritability; becoming […]

9 November 2009
Designing mobile money services for emerging markets

Nokia user researcher Jan Chipchase has posted an in-depth presentation and paper on designing mobile money services for emerging markets: “Hang around a telecoms industry conference long enough and you start to get big-number fatigue – as one stack of seemingly impressive statistic blurs into the next. The numbers that have stuck with me over […]

2 September 2009
The rise of the super fakes

What happens when a large % of your target market wants your brand cachet but is happy with a decent-enough quality fake? Nokia’s user anthropologist Jan Chipchase has published an essay on the current state of the fake mobile phone market in China, and what the shift to services means for the manufacturers of fake […]

25 June 2009
Practices around privacy (and Nokia)

A few days into the brouhaha about Nokia-Siemens Networks equipment being used for surveillance in Iran, Nokia user researcher Jan Chipchase reflects on the controversy, and delves into the subject of privacy.

18 June 2009
The blind leading the deaf

A recent HarvardBusiness.org article about the use of anthropology and ethnography in global R&D strategies (blogged about here), has got Nokia’s user anthropologist Jan Chipchase a bit worked up, as he thinks it “largely misses the point”. “For all the current buzz currently surrounding ethnographic / anthropological research – this isn’t the only way to […]

3 February 2009
Book: Mobile Technologies – From Telecommunications to Media

Mobile Technologies – From Telecommunications to Media Editors: Gerard Goggin; Larissa Hjorth ISBN: 978-0-415-98986-2 (hardback) 978-0-203-88431-7 (electronic) Series: Routledge Research in Cultural and Media Studies Google preview Summary In light of emerging forms of software, interfaces, cultures of uses, and media practices associated with mobile media, this collection investigates the various ways in which mobile […]

31 October 2008
Nokia Open Studios as a design research method

Nokia Open Studios are a design research method for engaging communities in shanty towns. According to Nokia’s senior design manager Younghee Jung, they were set up as a community design competition with the theme of ‘design your ideal mobile phone’, hosted in 3 communities of Dharavi (Mumbai, India), Favela Jacarezinho (Rio de Janeiro, Brazil), and […]

26 September 2008
A little switch with a big impact

Is there a point in the evolution of mass market mobile phones that cellular connectivity as we understand it today is perceived not as a core feature, but as an optional extra? Jan Chipchase of Nokia explores convergence, connectivity and dis-connectivity in a new and smartly written essay titled “A Little Switch With a Big […]

8 September 2008
Nokia presentations at LIFT 08

Two of the three Nokia presentations at the LIFT Asia conference are now online. Raphael Grignani (Nokia Design, USA) talked about how Nokia Design addresses environmental and social issues including recycling, energy and making the benefits of mobile technology available to more people, as exemplified by the Homegrown project. Presentation (with audio) Jan Chipchase (Nokia, […]

5 September 2008
The techno-mobile life in our networked cities

Nicolas Nova and Bruno Giussani have been blogging two of the LIFT Asia conference sessions that took place in Seoul today. Session: Networked city The new digital layers provided by ICTs are transforming contemporary urban environments. What does that mean for its inhabitants? What changes can we expect? How will ubiquitous computing influence the way […]

2 August 2008
Small objects travel further, faster

Jan Chipcase, Nokia’s user researcher, is the latest contributor in the ongoing series of emerging markets articles that are being published on a weekly basis in Vodafone Receiver’s magazine. Chipchase stresses that his research is more than just “an attempt to understand the similarities and differences to what we already knew in order to create […]

15 June 2008
Interview: the cellphone anthropologist

The New Scientist has published an interview with Nokia user researcher Jan Chipchase: “Most of us take mobile phones for granted. Not so for Jan Chipchase, a design researcher for Nokia, who travels the globe exploring how people use their mobile devices, discovering how to make them better, how to reach the billions of people […]

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