UX Strategy thought-leader video series – Pam Pavliscak

By Tim Loo @timothyloo

Welcome to our interview series on experience design strategy. In the fourth of a series of videos talking with global leaders and experts in user experience strategy we interview Pam Pavliscak, founder of Change Sciences and SoundingBox, and author of the forthcoming book 'Designing for Happiness'.

In this 30 min video we discuss what a design researcher does, the importance of mixed data streams when measuring the impact of digital change and the potential of measurement frameworks. We also touch on whether frictionless user experience is desirable and the future of experience design.  

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Our next interview will be with Jim Kalbach avid writer on all things UX and Head of Customer Sucess at MURAL. Be sure to subscribe to our YouTube channel so you don't miss out on this interview.

If you'd prefer to listen on the move you can also listen to the interview as a Podcast on iTunes. Alternatively you can download the interview as a PDF to read later. 

You can watch our interviews with Paul Bryan, Ronnie Battista and Jaime Levy on our Youtube channel. 

Interview Notes

  • What does a design researcher do? [2.02]
  • The importance of understanding and measuring ‘impact’ [3.54]
  • Measuring customer experience via NPS (Net Promoter Score) [6.35]
  • Why numbers need stories [9.19]
  • The potential of other measurement frameworks [11.20]
  • The importance of interweaving multifaceted data into key metrics [14.10]
  • Designing for customer happiness [16.10]
  • Is frictionless user experience possible, or desirable? [19.26]
  • How do companies measure the success of their investments in ‘digital transformation’ [23.10]
  • Is ‘love’ meaningful in a business context [26.45]
  • The future of experience design [30.08]

Useful Links

Tim Loo

I’m the Strategy Director at Foolproof and head up our Experience Strategy practice. I take a lead role when our clients are looking to formally create an experience strategy, plan and measurement framework. It’s an exciting area to work in and an increasingly critical and integral part of many a corporate’s business strategy.

View Tim's profile

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