Design for Products, Services, Digital, Education, Living, Working, Real Estate, Data & Privacy, Social Good, Information, Wellbeing, Manufacturing & Transition. [Italian version of this post]

The questions on which future awaits us are obviously in everyone’s thoughts while the pandemic SARS-COV-2 is spreading all over the globe.

Confined to the relatively small (or large) spaces of houses and apartments, maybe surrounded by crowded cities and large regions, we ask ourselves more and more questions about our models of life and development. …


(View the Italian version)
During the global pandemic of 2020, we observed the rapid growth of some trends in retail due to the consolidation of some habits and needs by consumers. We have also seen other behaviors emerge, accelerating their acceptance by the market, making us glimpse what the next normality in Retail could be.

During the previous months we had to make choices, often difficult, adapting to an emergency and unclear situation. Many had to stop their businesses, others managed to keep their business alive by selling only online and delivering at home. …


(View the english version)
Nel corso della pandemia globale del 2020 abbiamo osservato nel Retail la rapida crescita di alcuni trends a causa del consolidamento di alcune abitudini ed esigenze da parte dei consumatori. Abbiamo anche visto altri comportamenti emergere, accelerando la loro accettazione da parte del mercato facendoci intravvedere quale potrebbe essere la prossima normalità nel Retail.

Durante i mesi precedenti abbiamo dovuto fare scelte, spesso difficili, adattandoci a una situazione d’emergenza e non chiara. Molti hanno dovuto fermare le proprie attività, altri sono riusciti a mantenere vivo il proprio business vendendo solo online e consegnando a domicilio. …


How to design a digital product? I collect into this playbook suggestions, considerations, and questions to ask to define a competitive design strategy and facilitate the alignment of the teams.

I want a track for a design sprint zero. I want a playbook for self-assessment to help those who have a business idea or a market opportunity to strategize and design a competitive product to grow at scale.

This playbook is for everyone — whether employees, consultants, managers, product owners, a startup or an established company. It’s meant to be shared, discussed, doodled on, and referred to. …


Design per Products, Services, Digital, Education, Living, Working, Real Estate, Data & Privacy, Social Good, Information, Wellbeing, Manufacturing & Transition. [English version of this post]

Le domande sul quale futuro ci aspetta sono ovviamente nel pensiero di tutti mentre la pandemia di SARS-COV-2 si diffonde il tutto globo.

Confinati in spazi relativamente piccoli di case e appartamenti, circondati da immense città e regioni, ci facciamo sempre più domande su i nostri modelli di vita e sviluppo. …


$2.2 Billion in investments in WellTech startups followed by a growing $4.2 Trillion Wellness business with a desire to merge with the healthcare industry in a new market.

Health, Wellness, or Wellbeing? In our society and our medical community, we have generally viewed health through the lens of physical health rather than mental and emotional health and defined good health mostly by the absence of illness or disability. In this frame, health is a state of being, whereas Wellness is the state of living a healthy lifestyle and wellbeing is a state of complete physical, mental, and social wellbeing.

Many…


The value of business and operative narratives in design for systems and complex organizations.

This post is an excerpt from the book “Agencies & Brands in the Experience Economy” (Published January 2019) — Available on Amazon

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The role of narratives in business

For a long time, the idea that language might shape thought was considered at best untestable, and more often, simply wrong. Research at Stanford University and at MIT has helped reopen this question. They have collected data from around the world: China, Greece, Chile, Indonesia, Russia, and Aboriginal Australia.


This post is an excerpt from the book “Agencies & Brands in the Experience Economy” (Published January 2019) — Available on Amazon

Chapters 1.14/1.15/1.16

Today the word “design” is increasingly mentioned in contexts not normally identified with the term, creating a lot of interpretative confusion due to different assumptions of the interlocutors. Today we talk about “Design Thinking” as a sort of method (or process) used to help teams realize complex, systematic and consistent intentions.

In other environments we talk about it to identify the decision protocol in working on transformative processes, organizing or developing products, services, business models…


Customer Experience (CX) under fire

Customer experience performance is flat for the third year in a row. CX results show a dangerous gap in customers’ sense of emotional engagement and loyalty. And 89% of surveyed CX professionals state that the ROI of CX is not well established in their companies. The root causes are varied, but two lead the pack: 1) CX fell into a find-fix mode that did not get noticed or impress customers, and 2) To make gains, CX needed to champion and lead disruption in the existing operations and organizational silos.

Switching from a Customer-centric perspective (brand-client business context) to a more…


X as a symbol for the Experience Economy

More than 20 years have passed since Joseph Pine II and Jim Gilmore introduced the concept of the “Experience Economy” that identified and described a phenomenon that was only at the beginning stages and that grew more and more. They explained that after the agrarian, industrial, and service economies comes the experience economy. It is now what the consumer demands from brands and businesses. And they were right because according to consulting firms, customer experience will overtake price and product as the key brand differentiator by the year 2020.

Mirco Pasqualini

Strategic & Innovation Design

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