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Design Management Strategies for the Customer Encounter (Vol.10 No.2)

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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)
Thomas Walton

Experiential Marketing: A New Framework for Design and Communications 
Bernd Schmitt

Integrating the Product + Brand Experience
Monty Montague

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?
Edwin Visser

How to Hit Your Left Thumb: Designing a Better Hammer
John Grieves

Close Encounters with Customers: Designing the NITON XL
Ethel Romm

Branding in the Networked Economy
Michael Moon

Testing Design with Customer Encounters
Tore Kristensen and Jonas Sverdrup-Jensen

A Designer’s Guide to Consumer Research
Scott Young


E-Sales: Customer-Centered Selling on the Web
Amanda North

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