Published in Farmacare Crew·Nov 7, 2022CX 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 Experience3 min readCustomer Experience3 min read
Published in Bootcamp·Apr 11, 2022Framing Effect: How I used cognitive bias to counter my self-doubtI 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 Effect5 min readFraming Effect5 min read
Published in Somia CX Thoughts·Feb 19, 2021IDI is not the answer for everythingOften 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 Research3 min readDesign Research3 min read
Published in Farmacare Crew·Feb 7, 2021The Curse of KnowledgeHave 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…Communication3 min readCommunication3 min read
Published in Somia CX Thoughts·Oct 30, 2019Reflections from SDID19 — Service Design Indonesia Conference 2019On 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 Design7 min readService Design7 min read
Published in Somia CX Thoughts·Jul 30, 2019Key Takeaways from the first Service Design Indonesia (SDID) meet upOn 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 Design4 min readService Design4 min read
Published in Product Team Tonic·Sep 30, 2018FOMO — Fear of Missing OutThis 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…Fomo2 min readFomo2 min read
Published in Somia CX Thoughts·Aug 8, 2018Expectation Shifts and Customer Experience Trends in Financial ServicesCustomer 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 Experience6 min readCustomer Experience6 min read
Published in Somia CX Thoughts·Jan 19, 2018Tips for Successful Field User Research — PlanningConducting 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 Research4 min readUser Research4 min read
Nov 6, 2017Designing for maturing customers — running thoughtsIf 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…Food2 min readFood2 min read
