Decoding Human-Centered Design: Your Pathway to Unprecedented Success with Stefan Leuthold

THE CX GOALKEEPER - Transformation, Customer Experience, and Leadership Goals

In the latest episode of the CX Goalkeeper Podcast, our host Gregorio Uglioni had an insightful discussion with Stefan Leuthold, a renowned expert in the field of human-centered design. Stefan, who hails from Stimmt, a Swiss consulting company specializing in customer experience, shared his wealth of knowledge and experience spanning over two decades.Today's Top Player: Stefan LeutholdStefan Leuthold is a man of many hats - a father, husband, entrepreneur, consultant, and a scholar with a master's degree in theoretical physics and a PhD in cognitive psychology. His passion lies in understanding human behavior and applying this knowledge to create better, more intuitive systems and processes. Stefan's expertise in human-centered design has made him a sought-after figure in the industry.Stefan Leuthold delves into the importance of understanding and designing for the end user. Stefan emphasizes the need for a three-step process: understanding the user, designing for the user, and validating the design with the user. He shares a successful implementation of this approach in an online banking redesign project, highlighting the importance of focusing on the user's primary task. Stefan also provides advice for companies considering human-centered design, urging them to start small and scale up based on results. The discussion concludes with Stefan's golden nugget: "A successful company maintains a close relationship with its customers. But a truly successful company also fosters a strong connection with its employees. Because when these relationships are in place, purpose, strategy, and profits naturally follow."00:00 Introduction00:43 Greeting and Introduction of Guest01:10 Introduction of Today's Top Player01:24 Guest's Self-Introduction and Sharing of Values02:19 Discussion on Behavioral Science03:08 Explanation of Human Centered Design04:00 Elaboration on Human Centered Design05:19 Discussion on the Relevance of Human Centered Design07:19 Deep Dive into the Understand Phase of Human Centered Design09:23 Discussion on the Number of Interviews Required for Understanding11:48 Discussion on the Willingness of Customers to Participate in Interviews13:01 Explanation of the Design Phase of Human Centered Design15:20 Discussion on the Validate Phase of Human Centered Design17:20 Discussion on the Cycle of Understand, Design, and Validate19:26 Sharing of a Successful Implementation Example21:39 Advice for Companies Considering Human Centered Design24:15 Discussion on Leadership and Sharing of Personal Experience26:19 Sharing of Biggest Failure and Lessons Learned27:23 The Question About the Future30:44 Guest Contact Details31:28 Golden Nugget#cxgoalkeeper #customerexperience #podcast #leadership #DigitalTransformation #CustomerExperience #Leadership #Innovation #LifelongLearning #Networking #ChangeManagement #BusinessStrategy #humancetereddesign