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"So you’re the one getting this gift? Lucky you!Someone who knows you has visited the museum.They searched out things they thought you would care about, and they took photos and left messages for you.”This is the welcoming message for the Gift app, designed to create a very personal museum visit. Hybrid Museum Experiences use new technologies to augment, expand or alter the physical experience of visiting the museum. They are designed to be experienced in close relation to the physical space and exhibit. In this book we discuss three forms of hybridity in museum experiences: incorporating the digital and the physical, creating social, yet personal and intimate experiences, and exploring ways to balance visitor participation and museum curation.The book reports on a three-year cross-disciplinary research project in which artists, design researchers and museum professionals have collaborated to create technology-mediated experiences that merge with the museum environment.

Hybrid Design, Museums, User Experience, Human-Computer Interaction (HCI), Gifting

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The Internet is constantly revolutionizing the world of commerce. We are seeing an increasingly connected world population and the number of e-buyers is increasing every day. This daily evolution of e-commerce creates new consumer behaviour: their expectations are constantly increasing, requiring continuous adaptation of online services. On the Internet, power has changed sides, it is now on the side of the audience. To convey the message, it is no longer enough to impose an advertisement to a passive consumer in front of his screen. It is about seducing, creating interest and giving envy. To do this, an online site must offer the best user experience.
Throughout this thesis, we have studied the benefits that effective ergonomics can bring to a website. Ergonomics makes information access more fluid and facilitates navigation. When a user arrives on a website, it is essential to show him his way, to guide him to the content that is of interest to him and, above all, not to lose him on the way. Indeed, as Nielsen said so well: "If customers cannot find it, they cannot buy it."
The challenge for Newpharma is to keep building a website that meets all the evolving needs of Internet users. It is essential to provide tools to help them navigate quickly and efficiently.
The purpose of this study, based on the ergonomics of the Newpharma website, is to identify potential changes and improvements to the site ergonomics in order to enhance user experience.

usability --- ergonomics --- usability test --- competitive analysis --- user experience --- e-commerce --- prototyping --- Sciences économiques & de gestion > Marketing

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Long description: Mit Mapping-Techniken zu einer erfolgreichen Kundenausrichtung Für alle, die an Planung, Design und Entwicklung von Produkten und Dienstleistungen beteiligt sind wie Designer, Produktmanager, Markenmanager, Marketing-Manager, Unternehmer und Geschäftsinhaber US-Bestseller und Grundlagenwerk zu Mapping-Techniken Starker Praxisbezug durch kommentierte Beispiele, Case Studies und Praxistipps Mapping-Techniken unterstützen Unternehmen dabei, den Status quo, wichtige Zusammenhänge, aber vor allem Sicht und Bedürfnisse ihrer Kund:innen zu verstehen und zu dokumentieren. So entsteht ein teamübergreifendes Verständnis - beispielsweise auch von Multi-Channel-Plattformen oder Produkt-Ökosystemen. James Kalbach vermittelt in diesem Standardwerk die Grundlagen dieser Mapping-Techniken – z.B. welche Aspekte und Dimensionen visualisiert werden können – und beschreibt den Praxiseinsatz von Service Blueprints, Customer Journey Maps, Experience Maps, Mentalen Modellen oder Ökosystem-Modellen. Biographical note: Jim Kalbach ist Head of Customer Experience bei MURAL, einem führenden visuellen Online-Workspace für Remote-Zusammenarbeit. Er ist ein bekannter Autor, Redner und Dozent für User Experience Design, Informationsarchitektur und Strategie und hat mit Unternehmen wie eBay, Audi, Sony, Elsevier Science, LexisNexis und Citrix zusammengearbeitet. Jim ist der Autor von "Designing Web Navigation" (O'Reilly) und "The Jobs to Be Done Playbook" (Rosenfeld).

Kunden --- Produktdesign --- Visualisierung --- Design Thinking --- Product Design --- User Experience --- UX --- Alignment --- Customer Journey --- Service Blueprints

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"So you’re the one getting this gift? Lucky you!Someone who knows you has visited the museum.They searched out things they thought you would care about, and they took photos and left messages for you.”This is the welcoming message for the Gift app, designed to create a very personal museum visit. Hybrid Museum Experiences use new technologies to augment, expand or alter the physical experience of visiting the museum. They are designed to be experienced in close relation to the physical space and exhibit. In this book we discuss three forms of hybridity in museum experiences: incorporating the digital and the physical, creating social, yet personal and intimate experiences, and exploring ways to balance visitor participation and museum curation.The book reports on a three-year cross-disciplinary research project in which artists, design researchers and museum professionals have collaborated to create technology-mediated experiences that merge with the museum environment.

Museology & heritage studies --- Media studies --- Communications engineering / telecommunications --- Hybrid Design, Museums, User Experience, Human-Computer Interaction (HCI), Gifting

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In a business world where customer experience has become a top priority and a key competitive differentiator, companies are trying every day to create delightful experiences for their users to gain competitive advantage. What makes this challenge even harder is the digital transformation that is disrupting the way customers are experiencing products and services. With the technological evolution, users gained more power in terms of dictating the rules and they are looking for simple, consistent, and personalized experiences. This means that the customer experience is different when we are in a digital context and the customers’ expectations are shaped by new standards. 
In order to be able to meet those new requirements, marketers need new ways of thinking innovatively and of designing products and services that are user centric and that put the customer first. Design thinking can be seen as a promising method to achieve this, as it is a human-centered problem-solving method that starts from human needs and creates solutions around them through a creative and iterative process. 
This master thesis tries to explore how can marketers use design thinking to optimize the digital customer experience. Through an exploratory market study, we have interviewed professionals from different Belgian design agencies to discover how is design thinking used today to solve marketing challenges and how can its’ process be used to optimize the digital customer experience.
The results showed that design thinking has a great potential to optimize the digital customer experience, and when applied properly marketers can beneficiate from it to create exceptional experiences around their offerings. The process of design thinking allows to be more creative, to start from real user’s pain points, to come up come up with innovative solutions and to test them with end-users before launching them. The user centricity and innovativeness of this approach allows companies to improve the user experience and offer the simple, personalized and engaging experiences that customers are dreaming of when interacting with companies through digital touchpoints.

Customer experience, digital touchpoints, user-experience, design thinking, empathy, human-centricity, innovation --- Sciences économiques & de gestion > Marketing