How does the human experience (HX™) change in the face of widespread uncertainty? Explore our insights, backed by proprietary research, to help make sense of this time.

We talked with cross-industry thought leaders, clients, professionals, and interesting people like you to ultimately understand how our preferences and expectations are shifting in the COVID-19 era.


Did you know that among Americans:

60%

don't trust each other to social distance

84%

want personal control of disinfecting items like grocery carts

56%

want their digital experiences to feel more "human"

Dive into our three main research topics:

Explore our insights

Time to double down on humanity

Read the summary white paper of our study >

A new measure of trust for consumer industries

Read about HX™TrustID™ >

Being human in times of uncertainty

Download and share the full report >

Navigating uncertainty: The Protector, the Pragmatist, and the Prevailer

Dig into the three patterns of human behavior >

Open for business: What employers need to know and do to bring employees back to work

Explore employer best practices >

Safety and cleanliness—make it or break it

Learn how safety builds trust >

Respond, Recover, and Thrive: Aligning with Human Values

Discover shifts in human values >

Airlines and Hospitality: The values of loyalty in a crisis

Read our guidance >

Cruisers Gonna Cruise

Understand the cruiser mindset >

Human Experience in times of uncertainty

Read our guide to keeping it human >

A new measure of trust: Why it matters for automakers, and how to build it

Read our guide >

A new measure of trust: Why it matters in travel and hospitality, and how to build it

Read our guide >

Your Next Trip: Wholly Foreign & Largely Domestic

Read our latest research on how people view travel>

Growing Customer Loyalty in Retail During Uncertainty

Read more  >


Tune in to our virtual series

On the Deloitte Experience Channel, we’re exchanging ideas, consuming content, creating new communities, and sparking human connections through shared experiences. Our latest series focuses on human-related topics that apply across industries. Tune in to each episode as we share stories, research insights, and a laugh or two.

Human Experience in Times of Uncertainty Virtual Series Preview | Deloitte Digital

How do we understand the human experience?

To deeply understand the human experience and how it’s shifting during these uncertain times, we started with human values. Values drive human feelings and actions—they are not what we do, but why we do it. Together, insights from our study can help you understand not only how the human experience is shifting, but how to build trust by meeting the human values that ultimately drive feelings and behavior.

Our research focuses on hypotheses for human behavior and emotions in the longer term—and how they might affect larger policy and experience shifts. It can also help you understand human emotions in-crisis and speculate post-crisis sentiment.

the human experience chart

The humans behind the research

AMELIA DUNLOP
Chief Experience Officer, US Customer Strategy and Applied Design Lead
Deloitte Digital
email

ASHLEY REICHHELD
Customer, Brand, & Experience Practice Lead for Automotive, Transportation, Hospitality & Services
Deloitte Consulting LLP
email

MAGGIE GROSS
Head of Strategy
Heat + Deloitte Digital
Deloitte Consulting LLP
email