Design/methodology Organisations are digitising the customer journey at a fast pace but have no idea what the effects of digitisation will be on customer experience and customer relationships. This paper describes two studies on digitisation in customer contact and the effects on customer experience …

Directing branding towards an international landscape allows non-governmental organizations (NGOs) to expand to new scenes and reach larger audiences. This can open doors potentially leading to an increase in growth and impact, through collaboration with international organizations and increased fundraising …

Preliminary empirical research conducted by the leading author has shown that design students using biological analogies, or models across different contexts, often misinterpreted these, intentionally or unintentionally, during design. By copying shape or form without integrating the main function of …

Visually impaired people (VIP) can experience difficulties in navigating urban environments. They mostly depend on the environment’s infrastructure or technical solutions like smartphone apps for navigation. However apps typically use visual and audio feedback, which can be ineffective, distracting and …

A legal department’s objective is to support an organization in reaching its objectives, by seizing legal opportunity whenever possible and identifying and mitigating legal risks intelligently. To do this effectively, a proactive and structured approach is essential. Although times are changing, many …

A substantial proportion of patients with burn injury develop chronic itch, which can severely affect their quality of life. As found in research on chronic pain, different psychophysiological processes may also play a role in chronic itch, of which central sensitization, conditioned modulation, and …

The concept originated from a brainstorm session with the project leader and the executive. Where the idea was to follow a professional cyclist with a drone. However soon thereafter it was realised that the project would not be limited to just following cyclist. Hence the name FollowMe. The target …

Building a sense of community and social connection through spontaneous music making.Interactive 'jamming' in corners, courtyards, corridors, bedrooms and social spaces between staff, musicians and older adults with dementia has become a regular part of Monday afternoons at St Vincent’s Residential Aged …

Statelessness is a global issue that affects more than 12 million people around the world. Based on the United Nations (UN) estimates, the Council of Europe (CoE) has identified the number of stateless persons in Europe to be at least 680,000. Despite the above figures, statelessness remains a relatively …

Om goed in te spelen op complexe ontwikkelingen in onze snel veranderende samenleving, hebben organisaties hulp en handvatten nodig. In dit artikel wordt daartoe een driestapsaanpak beschreven voor het inzetten van toekomstscenario’s bij strategievorming: identificeren van drivers for change; toekomstscenario’s …