Washington Post publisher Katharine Weymouth announced in a memo that the paper has named Laura Evans, who has spent most of her nine years at the Post as chief researcher, to the newly created position of VP, Chief Experience Officer (CXO).
“As you know, one of the three foundational elements of our strategy is a relentless focus on the customer. While we all care about the customer and try to advocate for the customer, we do not currently have an executive owner of the customer experience. That was acceptable when we published one newspaper a day—when we had a well-honed product with over a century of research behind it. In a day when we have evolved to a 24/7 news operation publishing on multiple platforms, and when we operate in a hyper-competitive market, the customer must be the primary driver of our product-related decisions and changes. Today, we have scores of products that touch our customers in myriad ways—ranging from our flagship newspaper to our growing suite of mobile apps. We must understand the customer experience across and within all of these and other platforms. That understanding must be guided by accurate data and expert analysis of those data. In this regard, the CXO role is a natural extension of Laura’s previous role, where she worked with key leaders across the company to guide our consumer-related decisions with a deeper understanding, based on research and data, of our customers’ behavior, preferences, and interests. […]
How do we make our products easy to use and navigate? How do we ensure our readers enjoy the experience of using Post products, so that they spend more time interacting with our journalism? By adding Laura’s customer-focused expertise and capabilities throughout the process, we will be better able to achieve those goals.”
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.
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 […]
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.
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 […]