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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- 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]