Cara Wrigley

Karla Straker

How can you create meaningful connections with customers in the digital space? The rapid emergence of new technologies has revolutionized the way companies build relationships and interact with their customers. Today, it’s more important than ever to have an emotional understanding of customers and how they feel about a product, service, or business, even when your primary interactions are via digital channels. Affected goes beyond influencing behaviors to understanding cognition and emotion as a way to better connect with customers in the digital space. In it, Wrigley and Straker offer a new approach—one that examines channel relationships and useful concepts for clarifying and refining the emotional meaning behind company strategy and their relationship to corresponding channels. Using case study examples from and over a decade of primary research in the area, they discuss the process and impact of such emotionally aware channel designs. Spanning entrepreneurial start-up techniques of wunderkind artist Cj Hendry through to the lucrative retail sector of luxury brand Burberry, this seminal book offers multi-channel design approach that can show companies how to select, design, and maintain digital engagements based on their strategy and industry needs. Shows businesses how they can better understand and engage with customers digitally Demonstrates how to gain competitive advantage by integrating design methods into corporate strategy Provides multi-channel approaches for how businesses can select, design, and maintain digital engagements Establishes a clear framework for analysing and applying the right strategy for your digital engagement Connecting and engaging with customers is pivotal to business success, but in the digital space the old methods just won’t cut it. With Affected, you’ll find the tools and techniques you need to find your customers where they are.

Emotionally Engaging Customers in The Digital Age

Affected

Martin Tomitsch

Clare Cooper

Naseem Ahmadpour

A. Baki Kocaballi

Madeleine Borthwick

Jessica Frawley

Claudia Núñez-Pacheco

Leigh-Anne Hepburn

Lian Loke

Revised edition: 20 additional methods and a new chapter to introduce humanity-centered design. This handbook documents 80 methods used in design innovation projects leading to the design of new products or services. It is the first publication to bring together methods, tools, and case studies that involve multiple disciplines and perspectives - from product and service design to interaction and user experience design. In this revised edition, the authors look beyond the human-centered design paradigm and include perspectives from humanity centered design. This extended focus introduces readers to design methods for considering the broader ecosystem in which products and services are used, including the use of natural resources, ethical concerns, and the long-term impact of design decisions. Design. Think. Make. Break. Repeat. Addresses the needs of anyone interested in deploying design thinking academically or operationally inside their organization or community. With design thinking becoming an increasingly valued skillset for solving complex problems, there is a growing demand for design-based skills in the workplace. The book offers an easily accessible overview of the design thinking process along with a wide range of methods that can be applied across many different areas and contexts.

Revised Edition

Design. Think. Make. Break. Repeat

This Research Handbook includes carefully chosen contributions to provide a well-rounded perspective on design thinking. Encouraging debate and development for future research in design conceptualisation, this forward-thinking Handbook raises crucial questions about what design thinking is and what it could be

Research Handbook on Design Thinking

Erez Nusem

Design Innovation and Integration is more than just a toolkit, it is a guidebook for the industry leaders of tomorrow. Through providing a holistic understanding of the approaches, practices and tools required to go beyond creative ideas to integrating design strategically within an organization. Novel solutions are required to meet complex problems, however, understanding how to make these solutions a reality is rarely addressed nor readily understood. This book expands upon existing design toolkits by providing a deeper understanding of the principles and practices of methods and aligning tools. The aim is not only equipping the reader with a list of design tools but for them to apply and adapt them to best suit their needs and context. A number of diverse company case studies are used throughout the book to explain the use of individual tools and describe the more complex process of design integration, highlighting common pitfall and opportunities. Based on over 10 years of independent research, authors Straker, Wrigley and Nusem share their experiences and outcomes from their own research. Structured into key two parts, i) Design Innovation and ii) Design Integration, the reader can quickly and easily resource a tool, gain a deeper understanding of the theory of Design Innovation or develop a design intervention within their own organization. This book is for the person seeking to learn how to grow their influence and create an enabling environment for design innovation in their organization.

Design Innovation and Integration

Design Innovation for Health and Medicine offers an innovative approach for solving complex healthcare issues. In this book, three design experts examine a range of case studies to explain how design is used in health and medicine—exploring issues such as diverse patient needs, an ageing population and the impact of globalisation on disease. These case studies, along with high-profile industry projects conducted by the authors over the past decade, inform a novel framework for designing and implementing innovative solutions in this context. The book aims to assist designers, medical engineers, clinicians and researchers to shape the next era of healthcare.

Karla Straker

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