BombBomb - Human Factors and Design Thinking
Anand Tharanathan, MetaCX CPO, recently joined The Customer Experience Podcast to discuss human factors and design thinking. Check out the excerpt from the podcast page below and listen to the full episode here.
Want to develop ideal human-machine interactions within your organization? It starts with examining human factors, the science that explores how humans interact with a product, technology, or service.
It takes both psychology and engineering to apply human factors when designing an experience.
He not only explained human factors but also the three pillars of human-centered design: feasibility, viability, and desirability. Design thinking that fundamentally speaks to the emotional component of the customer experience (CX) is built on all of that and more.
Anand is Chief Product Officer at MetaCX, as well as a former research and design lead at Facebook, Angie’s List, and Honeywell. His design thinking is grounded in psychology and the need for research and design teams to get in front of the user and apply empathy to their capabilities and limitations — to allow human factors to inform every aspect of design.
Throughout our conversation, we discussed…
• How emotion shapes the customer experience
• What the science of human factors entails
• Why design thinking and human-centered design matter
• Why human-centered design needs to be implemented in B2B and B2C products
• Where to start with research