24 August 2009

Steve McCallion on customer experience

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Steve McCallion
Steve McCallion, the executive creative director at Ziba Design, is a bright man whom I had the pleasure of meeting during a service design event in Brussels in December 2007 — we got along immediately.

As part of his introduction as guest blogger on Fast Company (his blog is called Beyond The Widget), he has been wonderfully accoladed with the statement: “McCallion has been able to bridge the elusive gaps in the design world between spaces and actions, objects and emotions. And somehow, he makes it all look so effortless.”

What I didn’t know is that Steve once worked as an architect for Richard Meier, and we probably bumped into each other in the elevator, as I was working for Charles Gwathmey downstairs.

The four articles he posted are definitely worth checking out:

Does your company support consumer experience innovation?
Companies want to create value by delivering better consumer experiences, but many are not quite sure how to get there. The results have ranged from a proliferation of Apple-like Genius Bars to projects that simply never make it to market. This week, Steve McCallion explores some of the challenges companies face when trying to deliver consumer experience innovation.

Building consumer experience value using the power of metaphors
Metaphors not only transfer associations from a previous experience to a new one, they function as shorthand to help people understand the consumer experience offering and what it means in their lives.

How customers saying “no” can become a consumer experience “yes”
The customer is not always right. And it’s often those moments when the customer resists change that an opportunity to innovate exists.

What promises can your consumer experience make?
Meaningful consumer experiences are based on a relationship between brands and people. By clearly promising something to people that is authentic and relevant, brands can increase the value of their products and services and connect on an emotional level.

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3 October 2015
Building a design-driven culture
It’s not enough to just sell a product or service—companies must truly engage with their customers. McKinsey & Company outlines four elements of a design-driven culture, necessary to embed experience design in an organization. Really understanding …
3 October 2015
Stop Googling. Let’s Talk.
MIT Professor Sherry Turkle has been studying the psychology of online connectivity for more than 30 years. For the past five, I’ve had a special focus: What has happened to face-to-face conversation in a world …
29 September 2015
[Experientia book] Ethnography on elderly health and wellness
As we age, we increasingly depend on public services and the community for support. Well-designed public services can greatly affect the lives of the elderly and their experiences of healthcare. Experientia collaborated with DesignSingapore Council …
27 September 2015
Privacy is UX
UX strategist and researcher Alex Schmidt argues that in a world full of security breaches, snooping, and third-party data aggregators, you should know where your users’ data goes. In this article, she explains why it’s …
26 September 2015
[Book] The first-ever ethnographic study of the global reinsurance industry
Making a Market for Acts of God: The Practice of Risk Trading in the Global Reinsurance Industry By Paula Jarzabkowski, Rebecca Bednarek, and Paul Spee Oxford Scholarship Online April 2015 Abstract Reinsurance is financial market trading in the risk of …
24 September 2015
[Free eBook] Understanding the Connected Home
Understanding the Connected Home: Thoughts on living in tomorrow's connected home By Peter Bihr and Michelle Thorne Berlin, September 2015 Available on GitBook We know that connectivity increasingly makes its way into our living rooms, kitchens and bedrooms. Into …
24 September 2015
Is it time to forget Big Data and focus on real people?
Big data opens up whole world of insight for designers, but only if we focus on the actual users behind the numbers, writes Maya Nix, the Marketing Content Producer for ClickTale, in this UX Magazine …
24 September 2015
Using business anthropology for strategic cost reduction
When business anthropologists work with the C-suite of large companies, the clients or employers tend to be the chief marketing officer (for consumer research), the chief strategy officer (for strategy work anchored in an outside-in …

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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[Experientia book] Ethnography on elderly health and wellness

As we age, we increasingly depend on public services and the community for support. Well-designed public services can greatly affect the lives of the elderly and their experiences of healthcare. Experientia collaborated with DesignSingapore Council on understanding how the elderly interact with public services and how we can look towards improving their lives with design. […]

2 July 2015
Getting citizens involved in protecting fragile energy environments

A new project funded under the FP7 European Commission framework is getting citizens involved in testing new tools for reducing energy consumption during peak loads, in the hope that its pilot program will set the new state of the art for protecting locations with fragile electricity supplies. One of France’s most fragile regions The Provence-Alpes-Côte […]

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Design 4 Disaster features an engaging illustrated safety manual for ship passengers, a personal project by Experientia designer Dohun YuLuck Jang 유록. After the Korean ferry accident last year, Yuluck (who is Korean) wanted to find a way to make safety manuals more interesting to read. He spent one year designing an interactive safety guide […]

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Better Health and Wellbeing: Giving the elderly in Singapore sparkling golden years

Invitation: sharing session, Singapore, 30 March 2015   What are the hopes and fears of the elderly in Singapore? How can designers offer solutions that support the elderly in managing their health and wellness? What can healthcare professionals do to help them keep active? What role can technology play in the elderly’s daily lives? Design consultants […]

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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 […]

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