Andrea Fineman

Andrea Fineman's Sketchbook

Andrea Fineman's Sketchbook

How do experience designers use sketching? I use it to quickly test out ideas and develop new ideas as I go. Sketching even very common interaction design patterns (for smartphone apps, for instance) can reveal new ideas for data visualizations or other interaction features. More often, though, making a quick sketch of an interface that seems simple in your mind can reveal fundamental flaws in the idea.

Leveraging Customer Loyalty Data to Personalize the Service Experience in the In-Person Customer/Employee Context

Many national and international service companies (such as retail stores and hotels) operate loyalty programs that offer points and rewards. Loyalty programs collect information on individual customer, but the information never reaches customer service representatives who could use it to personalize service. This paper investigates if loyalty program data can be collected and fed back to customer-facing employees to provide value to customers and improve their perception of their own job performance.

Andrea Fineman

Andrea Fineman is a designer at Adaptive Path, a user experience design and consulting firm in San Francisco. Fineman is also a coder, a service design enthusiast, and a 2015 graduate of Carnegie Mellon's master's program in interaction design. Her research on customer/employee interaction, personalization, and data is published in SEGD’s online academic research journal Communication + Place.

Andrea Fineman
Andrea Fineman Sketchbook
San Francisco
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