Design Thinking

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.

The Interplay between People and Art

Street art emerges from the tensions and issues that face communities. It simultaneously reflects and confronts the viewer with the explicit intent to incite thought and action. Street artists work in spite of, and often on top of, space that has been monetized as they seek to present a counter-narrative to the mass-produced homogeneous corporate culture that has come to pervade many urban cityscapes.

Klaus Bjerager

Klaus Bjerager has worked with IA and wayfinding over the years in two different capacities: as an information architect (both in the "traditional" analog way and as defined by Morville and Rosenfield for the web) and as an educator.

Frederiksberg, Denmark

Kevin Budelmann: Strategy and Design Thinking

SEGD is an amazing community of designers, fabricators and manufacturers who create experiences that connect people to place. One of the many membership benefits of SEGD is a library of talks from SEGD's 4-6 events a year. Starting from 2014, these videos are available for viewing for members for free. If you are a member please log in (hint: top right below search) if not please join SEGD and experience its amazing resources.

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