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Gary David + Adam Gamwell

Experience by Design
best practices   •   112 episodes

This is experience by design, a podcast that brings new perspectives to the experiences we have
everyday. Does standing in line always have to suck? Why are airports so uncomfortable? What does it
mean to be loyal to a brand? Why do you love being connected but dislike feeling tethere... show more
... show more

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Experience by Design

Engineering Customer Experiences with Michelle Spaul

On this episode of Experience by Design, we welcome Michelle Spaul to the studios. Michelle will tell you about how her varied interests drive her work. Coupled with her background in manufacturing systems engineering, she is well suited to capture a holistic understanding of what makes for a good customer experience. We talk about her start at Phillips, and her work with Rolls-Royce. We also talk about how listening to customers is vital to understanding how to improve experiences. She explains how there are listening outposts everywhere, if we only want to listen! And when we listen to feedback, we can't get defensive about it.

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Experience by Design

Customer Experience Reckoning with Valerie Peck

In this episode of Experience by Design, we welcome Valerie Peck, a thought leader in customer experience (CX), to discuss the current state of CX and its challenges. Valerie shares her insights on whether companies truly care about their customers despite their vocal assurances. The conversation delves into the distinction between creating genuine experiences versus merely pushing products, and the risk of cutting experiential corners in the pursuit of profit. Throughout the discussion, Gary and Valerie emphasize the importance of balancing customer satisfaction with operational efficiency and the challenges CX professionals face in gaining leadership buy-in. They also touch upon the role of employee experience in enhancing customer service and the need for companies to empower their employees. Finally, we discuss the CX reckoning, and what CX means when done right.

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Experience by Design

Designing Connection through Immersive Experiences with Leigh Sachwitz

On this episode of Experience by Design, we welcome Leigh Sachwitz of flaura&fauanvisions (ffv) to the studio. Leigh and her team have been responsible for a number of award-winning immersive installations that have been seen around the world, including one I saw at the WNDR Museum in Boston. We talk about her journey to immersion and what drives her to create these experiences. We explore the science of immersive and connected experiences, especially as a tool to help further education through entertainment. We discuss the importance of unlocking creativity within all of us. And finally we talk about her love of Hip Hop, and the techno connections between Detroit and Berlin!

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Experience by Design

Designing User Experience Ethos with Karen T. Lin

On this episode of Experience by Design podcast, we welcome Karen T. Lin to talk about recovery the ethos of UX. Karen has a career in UX, trying to make things better for users and, by extension, society. However, UX as a field seems to have lost its way, falling victim to the "tech supremacy" and making things for profit first and not necessarily for people at all. We talk about the importance of reclaiming the ethics and ethos of UX, as well as all experience design and strategy. We also talk about her efforts around #StopUXErasure. We explore the importance of focusing on users, remember the edict to make things better, and why UX needs a professional reckoning.

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Experience by Design

Designing the Future with Donna Dupont

Today on Experience by Design, we welcome Donna Dupont, Founder and Chief Strategist in Foresight and Design for Purple Compass. Donna helps companies explore what might happen in the future, creating ideas and plans to meet those challenges and opportunities. On this episode, we talk about the process of future and foresight planning, why it is important to maintain a sense of agency during times of massive change, the place and importance of emotion as part of our planning, why doing future planning can sometimes feel like therapy, and how the foresight planning process is a vital part of designing positive futures.

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Experience by Design

Solar-Powered Experiences with Alex Nathanson

On this episode of Experience by Design, we welcome Alex Nathanson and explore the sunny side of solar-powered art. We dive into the real challenges of solar roof tiles, the barriers to wider solar adoption, and the socio-political dynamics that influence renewable energy. Alex shares his innovative work blending art with solar tech and emphasizes how these projects can inspire real change. We also get a sneak peek into his new book, packed with hands-on tutorials for solar-powered art.

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Experience by Design

Communicating Insights and Experiences with Nick Kindler

On this episode of Experience by Design, we welcome Nick Kindler of Kindler and Company to the studios. Nick background in improv and theater work comes in handy as he tries to help smart people communicate their ideas to broader audiences. Nick talks about how his work with TedX and the Ted Talk model provide a foundation for his work with those who need help on how to reach others. Nick also talks about the importance of bringing yourself and telling your story when delivering your content. In this way can we best help others through a message that connects and is memorable.

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Experience by Design

Disaster Experiences with Patrick Hardy

On this episode of Experience by Design, we welcome "Disaster" Patrick Hardy to the studio. Patrick is a disaster specialist, which isn't as bad as it sounds. Rather than being the source of disasters, he help companies, communities, and people get prepared for disasters. We talk about disaster experiences, and what it takes to be prepared. Part of this is about culture and behavioral change, which is good since he originally wanted to be a cultural anthropologist. We discuss his evacuation of 230 cats, and his Guinness Book attempt to do 30 hours of CPR.

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Experience by Design

People-Centered Construction with Jesse Hernandez

On this episode of Experience by Design, we welcome Jesse Hernandez of Depth Builder and No BS with Jen and Jess on YouTube. Jesse takes us through his start as a journeyman plumber and to speaking in front of construction and skilled trades audiences. He tells us about how poor early decisions led him to 12 Step rooms, and how he uses that as a foundation for the themes he covers. He tells how the construction industry is starting to break the masculinity wall to start showing caring and empathy. Jesse shares his own experience, strength, and hope, going into how service is an essential component of what he does and what he hopes to achieve with his message of people-centered experiences.

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Experience by Design

Intelligence and Algorithms with Tyler Schmoker

On this episode of Experience by Design, we welcome Tyler Schmoker to the studios. Tyler talks about his journey from military intelligence in the US Army to advising Fortune 500 companies. He talks about how social media is like a psyop that is running all the time. He tells us how you applies his learnings from intelligence to create content that connects and resonates with audiences. He also describes how he advises companies on communication strategies that can surface above the noise. Finally we explore the ethics around disruptive technology and AI in its impact on society.


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