This research project conducted for Lancaster University Enterprise Centre aimed to help them provide a consistent and high-quality customer experience. The researchers used methods like ethnography, surveys, interviews, and co-design sessions to understand customer journeys, identify problems, and develop recommendations. Key findings included the need for a more efficient data recording system to track customer progression and maintain relationships. The researchers designed two potential data systems and recommended focusing on relationship management and adding value at each stage of the customer journey.
Oregon resident Joe Rizzi is an experienced project and emergency management executive. A graduate of Ohio University, Joe Rizzi currently serves as the Director of Emergency Management for Multnomah County in Portland, Oregon. Outside of his professional work, Mr. Rizzi enjoys spinner fishing for fish such as salmon and steelhead.
Презентация для конфереции SeoConference 2016, Казань.
Способы продвижения бизнеса в альтернативных видах поиска и получения коммерческого трафика. Для комплексного продвижения бизнеса в интернете важно не останавливаться на классическом SEO в Яндекс, Google и Mail.ru а смотреть шире и искать в Интернете ресурсы-хабы, которые агрегируют большое количество трафика и имеют свои внутренние поиски, в которых также можно продвигаться.
Oregon resident Joe Rizzi is an experienced project and emergency management executive. A graduate of Ohio University, Joe Rizzi currently serves as the Director of Emergency Management for Multnomah County in Portland, Oregon. Outside of his professional work, Mr. Rizzi enjoys spinner fishing for fish such as salmon and steelhead.
Презентация для конфереции SeoConference 2016, Казань.
Способы продвижения бизнеса в альтернативных видах поиска и получения коммерческого трафика. Для комплексного продвижения бизнеса в интернете важно не останавливаться на классическом SEO в Яндекс, Google и Mail.ru а смотреть шире и искать в Интернете ресурсы-хабы, которые агрегируют большое количество трафика и имеют свои внутренние поиски, в которых также можно продвигаться.
THE various rocks are classified as according to rock mass classification system as it is used for used for various engineering design and stability analysis of underground structures.
I’m professional presentation maker . These presentations are for sale for 20$ each, if required you can contact me on my gmail id bestpptmaker@gmail.com and you can also suggest me topics for your required presentations
В презентации "Дизайн и юзабилити коммерческих сайтов" рассказывается о том, какими продающими факторами, юзабилити и дизайном должен обладать коммерческий сайт
This #PlatformCoopBerlin report comprises an introduction into the notion of platform cooperativism, references and links to main activists, activities and further readings. You’ll also find a report on the first #platformCoopBerlin meet-up in Berlin on the 04.03.2016, including a transcript of Michel Bauwen’s speech at this gathering. This article might be useful for whoever wants to get a basic or better understanding of platform cooperativism. People intending to organise a #PlatformCoopX meetup in their own city or researching about the subject will also find helpful information, links and contacts
UCD and Technical Communication: The Inevitable MarriageChris LaRoche
Presentation about the increasingly collaboration and needs of technical communication to work with and become competent within UX and UCD methods and principles.
Workflow technology: Managing roles and staff resources better to meet your s...Associations Network
Kim Ansell, Consultant Professional Associations of K2 Consulting 7 Roger Greenhalgh, Strategic ICT and Organisational Leadership Advocate of Jisc present on: Understanding what you want technology to do now and in the future for your association; Ensuring that your project is business driven; How to structure your team from board level to operations; Does size matter or influence what you need to do?
Lockheed Martin hires many interns each summer and have developed a successful internship program and hiring process. In this presentation we will discuss a soup to nuts internship programming, from interviews to end of summer capstone projects.
Libraries are changing rapidly from places to store and access information individually to places to connect, create, and collaborate. In response, campuses are looking to add study and instructional spaces, consolidate academic services, and renew existing buildings. This presentation from the 2019 Tradeline University Facilities Conference looks across a half-dozen case studies ranging from top liberal arts colleges to major public research universities, guiding institutions through a process they can use on their campuses including conducting research, establishing a vision, forecasting needs, rationalizing the spaces and services across locations and within buildings, and identifying phases and pilots. Following these steps, institutions can create flexible long-term plans that produce measurable results in the near-term
THE various rocks are classified as according to rock mass classification system as it is used for used for various engineering design and stability analysis of underground structures.
I’m professional presentation maker . These presentations are for sale for 20$ each, if required you can contact me on my gmail id bestpptmaker@gmail.com and you can also suggest me topics for your required presentations
В презентации "Дизайн и юзабилити коммерческих сайтов" рассказывается о том, какими продающими факторами, юзабилити и дизайном должен обладать коммерческий сайт
This #PlatformCoopBerlin report comprises an introduction into the notion of platform cooperativism, references and links to main activists, activities and further readings. You’ll also find a report on the first #platformCoopBerlin meet-up in Berlin on the 04.03.2016, including a transcript of Michel Bauwen’s speech at this gathering. This article might be useful for whoever wants to get a basic or better understanding of platform cooperativism. People intending to organise a #PlatformCoopX meetup in their own city or researching about the subject will also find helpful information, links and contacts
UCD and Technical Communication: The Inevitable MarriageChris LaRoche
Presentation about the increasingly collaboration and needs of technical communication to work with and become competent within UX and UCD methods and principles.
Workflow technology: Managing roles and staff resources better to meet your s...Associations Network
Kim Ansell, Consultant Professional Associations of K2 Consulting 7 Roger Greenhalgh, Strategic ICT and Organisational Leadership Advocate of Jisc present on: Understanding what you want technology to do now and in the future for your association; Ensuring that your project is business driven; How to structure your team from board level to operations; Does size matter or influence what you need to do?
Lockheed Martin hires many interns each summer and have developed a successful internship program and hiring process. In this presentation we will discuss a soup to nuts internship programming, from interviews to end of summer capstone projects.
Libraries are changing rapidly from places to store and access information individually to places to connect, create, and collaborate. In response, campuses are looking to add study and instructional spaces, consolidate academic services, and renew existing buildings. This presentation from the 2019 Tradeline University Facilities Conference looks across a half-dozen case studies ranging from top liberal arts colleges to major public research universities, guiding institutions through a process they can use on their campuses including conducting research, establishing a vision, forecasting needs, rationalizing the spaces and services across locations and within buildings, and identifying phases and pilots. Following these steps, institutions can create flexible long-term plans that produce measurable results in the near-term
This presentation was provided by Kate McCready and Kirsten Clark of The University of Minnesota Libraries, during the NISO training series "Project Management for the Information Community: Session Eight, Applying Project Management to Academic Libraries" held on April 12, 2019.
Learning Space Service Design - ELI2012Elliot Felix
Presentation on Learning Space Service Design at EDUCAUSE Learning Initiative 2012 Annual Meeting. Makes the case for a shift in mindset in the design, operations, and assessment of spaces to integrate services. Then, provides an overview of the process and tools to do so.
3. LUEC support students and staff in their enterprise or project creation journey.
LUEC provides personnalised advices, workshop, skill developement session,
coaching and networking activies, business planning and funding application...
Their main customers have the following typologies:
-- Staff
-- Student
-- Alumni
CONTENT
LUEC (Lancaster University Enterprise center)
4. The aim of this research project is to help LUEC provide a consistent and highly
qualitative customer experience.
The main points of concern:
-- Efficient customer service
-- Consistency
-- Data recording system
AIM OF THE RESEARCH PROJECT
5. ● ethnography
● survey research
● case study
RESEARCH METHODOLOGY & METHODS
● shadowing
● observation
● interviews
● questionnaires
● co-design
● role-play
12. Co-design session 1
Participants: Three LUEC Staff
Activity process:
Creating personas
Defining the steps in the process for each personas
Defining type of information and location on the process board
Rating the importance of communicating at each step from both sides.
Co-design session 2
Participant: One Former LUEC Customer
Activity process:
Observation/Recognition of the steps in the process
Rate the importance of communicating at each step
from the customer point of view.
ACTIVITIES & FINDINGS - CO-DESIGN
13. By creating personas, LUEC staff divided their customers into two main categories.
Drop-in → Follow-up → Canvas tool → Follow-up → Refer to specialist → After LUEC
ACTIVITIES & FINDINGS - CO-DESIGN
14. Finding:
Highly important for LUEC at every stage but
perceived as incrementally important for
customer
Finding:
Highly important for Customer at
every stage but special emphasise on
the after LUEC step
ACTIVITIES & FINDINGS - CO-DESIGN
16. Competitive Advantage
No real “keep in touch” need to improve
Retain relation with the clients, invite former clients to Lancaster University to share their experience
Need for an efficient record system to track of the clients journey, easier access information
Other areas for improvements:
Need to keep in contact with former clients
Creation of events (successful stories of former clients) such as conferences, masterclasses
Improved services will bring added values for attracting potential students when comparing the
Entrepreneurship service available across universities.
KEY INSIGHTS - PROBLEMS RE-DEFINETION
18. The cluster mapping allowed us to brainstorm different
ideas and concepts.
Concept I:
(With existing ressrouces)
Type: Data recording system
Ressources: Folders and Excel spreadsheet
Aim: Categroisation allowing Prioritisation and Profile
creation
Concept II:
(With additional ressources)
Type: Data recording system
Ressources: Tablet, software, website
Aim: Categorisation allowing Prioritsation, integrated
system, seamingless communication and Profile
creation
GENERAL OUTCOMES
19. First recommendation: Data recording system (Solution with existing resources)
DESIGN SOLUTION / RECOMMENDATION
21. The two recording systems we designed both have the outcome of creating a post-LUEC profile that would need to be
kept up to date and allow the LUEC to send relevant information, follow the pogression of their clients, ask for feedback
and eventually find future mentors.
POSSIBLE OUTCOMES
22. ● Design for Service
● Service Thinking
● Co-design
● Relationship Management
● Customer Journey Map
● Add Value to Service
● Interaction Design
● Data System Design
● Visualization
LIMITATIONS & REFLECTIONS
23. Krumboltz, J.D. & Levin, A.S. (2004). Luck is No Accident: Making the Most of Happenstance in Your Life and Career. Atascadero, CA:
Impact Publishers.
LOEB, S. (2013) Stanford BASES - a model for University entrepreneurs. Available at: http://vator.tv/news/2013-05-25-stanford-bases-a-
model-for-university-entrepreneurs. [Accessed 1 Feburary 2015].
NACE (2014). NACE 2013-2014 Career Services Benchmark Survey for Colleges and Universities, National Association of Colleges &
Employers, p. 12.
Smith, D. D., & Gast, L. K. (1998). Comprehensive career services for seniors. In J. N. Gardner, G. Vand der Veer, & Assoc. (Eds.), The
senior year experience (pp. 187-209). San Francisco: Jossey-Bass.
Smith, S. L., Myers, J. E., & Hensley, L. G. (2002). Putting more life into career courses: The benefits of a holistic wellness wheel.
Journal of College Counseling, 5, 90-95.
TIMES HIGHER EDUCATION. (2014) Times Higher Education Awards 2014 shortlist announced. Available at: http://
www.timeshighereducation.co.uk/news/times-higher-education-awards-2014-shortlist-announced/2015484.article. [Accessed 1
Feburary 2015].
Wuthnow, R. (2003). Changing nature of work in the United States: Implications for vocation, ethics, and faith. The Cresset, 67(1), 4-13.
REFERENCE