Design Management Strategies for the Customer Encounter
Understanding what consumers want and need is a pathway to successful design. Where products, services, and the digital marketplace meet, this means creating experiences customers find engaging and valuable. Contributors to this issue define these experiences and share research techniques for developing and refining them. They offer insights on packaging, information and industrial design, approaches to facilitating e-commerce, and guidelines for generating compelling Web sites. Cases include a lively graphic presentation from Lightbulb Press and the study of user input in the design of an innovative lead paint detector.
Design and the Customer Encounter: Looking for the Right Experience(s)
Experiential Marketing: A New Framework for Design and Communications
Integrating the Product + Brand Experience
It’s Not Sugar-Coated, but the Information Goes Down
Ken Morris and Dave Wilder
Needfinding: The Why and How of Uncovering People’s Needs
Dev Patnaik and Robert Becker
Topical Packaging: Trend or Necessity?
How to Hit Your Left Thumb: Designing a Better Hammer
Close Encounters with Customers: Designing the NITON XL
Branding in the Networked Economy
Testing Design with Customer Encounters
Tore Kristensen and Jonas Sverdrup-Jensen
A Designer’s Guide to Consumer Research
E-Sales: Customer-Centered Selling on the Web
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