How Situational Contexts Inform Experience Design

Hosted by John Gusiff

What you'll learn

Why understanding situational contexts matters?

Situational contexts drive not just what solutions customers choose but how they engage, experience, and evaluate them.

Which situational contexts should inform experience design?

We'll cover the most important situational contexts (e.g., physical emotional, social, etc.) to always consider,

How do situational contexts inform experience design?

We'll cover examples across industry of how different situational contexts inform engagement and experience design.

Any helpful tips for uncovering situational contexts?

We'll cover several helpful tips for uncovering situational contexts as part of customer jobs-to-be-done interviews.

Why this topic matters

To engage effectively and design meaningful experiences, you must understand the situational contexts driving customer decisions and desired outcomes.

You'll learn from

John Gusiff

Managing Partner for Customer Centric Solutions LLC

John Gusiff is the Managing Partner for Customer Centric Solutions LLC. He founded the company in 2002 after spending 15 years helping leading brands across B2C, B2B, and B2B2C industries, design and implement customer acquisition, engagement, service, and retention strategies.

He is passionate about improving the lives of customers via human-centered design and design thinking methods. He leverages customer jobs-to-be-done (jtbd) insights research along with applied behavioral science when consulting with his clients.

He has worked directly with executives in marketing, sales, product development, customer service and support functions to help them rethink how they better service their customers and implement the processes, organization, and technology to support it.

Clients have included: American Honda, Canada Goose, Citibank, Ecobee, G Adventures, Gympass, Humana, Porch, lululemon, Royal Ambulance, Shaklee, and TransAlta.

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