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Ketut Sulistyawati
Ketut Sulistyawati

412 Followers

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Published in Farmacare Crew

·Nov 7, 2022

CX Team: Should it be a strategic or a tactical role?

There are many sides to CX (Customer Experience) roles in an organization. Some are more strategic that involve research and innovation, while others are more tactical to provide customer support or call centers. Often, these are treated as two separate functions within the organization. This is neither right nor wrong…

Customer Experience

3 min read

CX Team: Should it be a strategic or a tactical role?
CX Team: Should it be a strategic or a tactical role?
Customer Experience

3 min read


Published in Bootcamp

·Apr 11, 2022

Framing Effect: How I used cognitive bias to counter my self-doubt

I came from a design background, and have spent my entire professional career in human-centered design, user experience, innovation, and service design — mostly at Somia CX. About 1.5 years ago, I co-founded a pharma-tech startup, Farmacare.id. How I landed to do this is serendipity — that’s another long story…

Framing Effect

5 min read

Framing Effect: How I used cognitive bias to counter my self-doubt
Framing Effect: How I used cognitive bias to counter my self-doubt
Framing Effect

5 min read


Published in Somia CX Thoughts

·Feb 19, 2021

IDI is not the answer for everything

Often times, in qualitative research we default our choice of research method to IDI or in-depth interviews. It is relatively safe. We talk to people, we get some ‘deep insights’ from what people say, and we get what to ask our so-called research questions. But IDI can only uncover so…

Design Research

3 min read

IDI is not the answer for everything
IDI is not the answer for everything
Design Research

3 min read


Published in Farmacare Crew

·Feb 7, 2021

The Curse of Knowledge

Have you been in a situation, where you couldn’t really understand what the presenter is talking about because he is using lots of jargons or concepts you are not familiar with? Or are you that presenter? Then you are cursed. As Chip and Dan Heath wrote in Made to Stick…

Communication

3 min read

The Curse of Knowledge
The Curse of Knowledge
Communication

3 min read


Published in Somia CX Thoughts

·Oct 30, 2019

Reflections from SDID19 — Service Design Indonesia Conference 2019

On 25–26 September 2019, the team at Somia Customer Experience organized the first Service Design Indonesia conference (SDID19). Over a hundred service design enthusiasts from the region, including Indonesia, Singapore, Malaysia, Thailand, and Australia, attended the two days event that was held in Jakarta Design Centre. Throughout the two days…

Service Design

7 min read

SDID19 — Service Design Indonesia Conference 2019
SDID19 — Service Design Indonesia Conference 2019
Service Design

7 min read


Published in Somia CX Thoughts

·Jul 30, 2019

Key Takeaways from the first Service Design Indonesia (SDID) meet up

On 18 July 2019, Somia Customer Experience organized the first service design meet up in Jakarta, Indonesia. The warm and cozy evening was attended by about 50 enthusiasts, showing growing interest and enthusiasm towards the topic of service design. There were three key experiences of the night: Coffee experience powered…

Service Design

4 min read

Key Takeaways from the first Service Design Indonesia (SDID) meet up
Key Takeaways from the first Service Design Indonesia (SDID) meet up
Service Design

4 min read


Published in Product Team Tonic

·Sep 30, 2018

FOMO — Fear of Missing Out

This morning, as I sat on my dining table having my breakfast overlooking our backyard, I felt grateful. Just that, how simple things can bring joy to life. Yet, it got me thinking. Is it right to feel content? Does content mean we no longer have the hunger to pursue…

Fomo

2 min read

Fomo

2 min read


Published in Somia CX Thoughts

·Aug 8, 2018

Expectation Shifts and Customer Experience Trends in Financial Services

Customer needs with financial services may not have changed over the past decades — people still want to keep their money save, transact with others, get extra fund to support their lives, or get more return for their capital. However, with the growth of technology adoption by customers in different…

Customer Experience

6 min read

Expectation Shifts and Customer Experience Trends in Financial Services
Expectation Shifts and Customer Experience Trends in Financial Services
Customer Experience

6 min read


Published in Somia CX Thoughts

·Jan 19, 2018

Tips for Successful Field User Research — Planning

Conducting user research in the field where we can directly observe, engage, and immerse ourselves in the users natural environment can bring a lot of benefit to the design process. To make the best out of field research sessions, there are a couple of things we need to carefully consider…

User Research

4 min read

Tips for Successful Field User Research — Planning
Tips for Successful Field User Research — Planning
User Research

4 min read


Nov 6, 2017

Designing for maturing customers — running thoughts

If you are in Indonesia, you would have at least heard of Go-Jek — and its food delivery service, Go-Food. I am one of the many people who have used Go-Food and enjoyed the convenience it offers. As I don’t cook much at home, our little family tends to order…

Food

2 min read

Food

2 min read

Ketut Sulistyawati

Ketut Sulistyawati

412 Followers

an experience designer / live and work from bali / founder at somiacx.com / co-founder at farmacare.id

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