The focus of this chapter is the customer journey, a concept that has emerged from business practice and that now commands the attention of practitioners and academics alike. The customer journey is defined as the sum total of all customer interactions with a product, brand or organization across multiple …

Background and aim – The aim of this paper is to look at the professionalization of municipal real estate management (MREM) from an organizational design perspective. Methods / Methodology – Analysis of current and recent MREMliterature in a Dutch context on organizational design. Results – It appears …

This paper aims to explain the influence of facility design on urban quality of life from an educational perspective. The outcome of this paper is to determine the influence of facility management (FM) on the quality of life of citizens in the city of The Hague by actively using a facility design to …

Purpose – The hospitality industry creates a distinctive context in which learning takes place. The industry’s international perspective and large globalisation play an important role in learning, as well as the operational and structural features that give meaning to learning and development in the …

This paper describes Ivy, an office chair that represents sitting time of an office worker through growing ivy strands. The longer one sits, the more strands will grow onto the chair. By means of a qualitative interface called Ivy, we illustrate a design approach that is currently underrepresented in …

This project involved the design and innovation of the customer journey of Heroes Den Bosch, a basketball club in The Netherlands looking to create a long term bond with its fanbase, to increase the occupation of the stadium. By adapting literature done to the current situation, a customer journey map …

In this paper, we present and discuss Ivy, a critical artifact offering a novel design perspective on interventions that aim to reduce sedentary behavior in office workers. Ivy is an interactive office chair that represents the amount of sitting time through growing ivy strands. Using the matrix of common …

Background: Treatment of temporomandibular disorder (TMD) currently consists of a combination of noninvasive therapies and may be supported by e-Health. It is, however, unclear if physical therapists and patients are positive towards the use of e-Health. Purpose: To assess the needs, facilitators and …

Background Meaning in life (MiL) is considered to be an important part of health and is associated with many positive outcomes in older adults, such as quality of life and longevity. As health promotors, nurses may take patients’ MiL into account in the care process. There is a knowledge gap in terms …

Background: For a stress-management app to be persuasive and impactful, designers and developers should obtain a clear perspective of the value proposition according to key stakeholders before development. However, this is often not the case. In order to increase the chance of creating an impact by means …