Page 1

MANAGING FEEDBACKS & REWARDS Y. Al-Adib, A. Gariglio, S. Leonardi, Y. Zhang, C. Zhou


MANAGING FEEDBACKS & REWARDS WHAT WE THINK ABOUT THE CHALLENGE

Yara

Adriano

Serena

Zhang

Chenzi

All feedback (negative and positive) gives the designer/owner hints to please his clients and improve his business.

It is easier not to consider feedbacks than to face them.

Will people enjoy to be part of the community and have rewards or will they feel it stressfull and useless?

Feedback and reward helps businesses listen to the voice of the customer and to improve customer satisfaction.

The challenge is threatened by whether the feedbacks are honest and transparent enough.


MANAGING FEEDBACKS & REWARDS TWO DIRECTIONS MANAGING F&R AS A:

SERVICE ITSELF

Services that provide friendly, simple tool for tracking customer requests. Normally are softwares that combining feedback and help desk management software with full service customare care.


MANAGING FEEDBACKS & REWARDS TWO DIRECTIONS MANAGING F&R AS A:

SERVICE ITSELF

PART OF SERVICES/PRODUCT

Services that provide friendly, simple tool for track-

Feedbacks and rewards are part of the service.

ing customer requests. Normally are softwares that

Each service has its own way to manage them,

combining feedback and help desk management

which makes them more or less usefull, more or less

software with full service customare care.

easy to give and so on.


MANAGING FEEDBACKS & REWARDS TWO DIRECTIONS MANAGING F&R AS A:

SERVICE ITSELF

PART OF SERVICES/PRODUCT

Services that provide friendly, simple tool for track-

Feedbacks and rewards are part of the service.

ing customer requests. Normally are softwares that

Each service has its own way to manage them,

combining feedback and help desk management

which makes them more or less usefull, more or less

software with full service customare care.

easy to give and so on.


MANAGING FEEDBACKS & REWARDS THE GOALS

1.

To make giving and receiving F&R practice as easier, enjoyable and user friendly as possible.

To make F&R more valuable considering the differences 2.

between the users (i.e. age, beliefs, position,...) making them constructive for both user and provider.

HOW TO OVERCOME THIS CHALLENGES ?


MANAGING FEEDBACKS & REWARDS WORKFLOW

DISCOVER


MANAGING FEEDBACKS & REWARDS WORKFLOW

DISCOVER

RESEARCH


MANAGING FEEDBACKS & REWARDS WORKFLOW

DISCOVER

RESEARCH

DEFINE


MANAGING FEEDBACKS & REWARDS WORKFLOW

DISCOVER

DEFINE

IDEA GENERATION > mind mapping > Six Thinking Hats

RESEARCH


MANAGING FEEDBACKS & REWARDS WORKFLOW

DISCOVER

DEFINE

IDEA GENERATION > mind mapping > Six Thinking Hats

RESEARCH

AFFINITY DIAGRAM


MANAGING FEEDBACKS & REWARDS WORKFLOW

DISCOVER

DEFINE

IDEA GENERATION > mind mapping > Six Thinking Hats

RESEARCH

AFFINITY DIAGRAM

DEVELOP


MANAGING FEEDBACKS & REWARDS WORKFLOW

DISCOVER

DEFINE

IDEA GENERATION > mind mapping > Six Thinking Hats

RESEARCH

AFFINITY DIAGRAM

DEVELOP

WHAT IF... > personas > storytelling


MANAGING FEEDBACKS & REWARDS WORKFLOW

DISCOVER

DEFINE

IDEA GENERATION > mind mapping > Six Thinking Hats

RESEARCH

AFFINITY DIAGRAM

DEVELOP

WHAT IF... > personas > storytelling

DELIVERING


MANAGING FEEDBACKS & REWARDS WORKFLOW

DISCOVER

DEFINE

IDEA GENERATION > mind mapping > Six Thinking Hats

RESEARCH

AFFINITY DIAGRAM

DEVELOP

DELIVERING

WHAT IF... > personas > storytelling VISUALISATION & PROTOTYPING


MANAGING FEEDBACKS & REWARDS WORKFLOW: DISCOVER DISCOVER

DEFINE

DEVELOP

DELIVERING

RESEARCH TOOLS A meeting is conducted between the designers in

PRIVATE

CLIENT > CLIENT

PAPER

QUALITATIVE

PUBLIC

CLIENT > PROVIDER

PHONE

QUANTITATIVE

PROVIDER > PROVIDER

INTERNET

PROVIDER > CLIENT

FACE TO FACE

which they create a tool to understand managing the feedbacks and rewards in any service and/or product. PEOPLE INVOLVED: design team


MANAGING FEEDBACKS & REWARDS WORKFLOW: DISCOVER DISCOVER

DEFINE

DEVELOP

DELIVERING

RESEARCH Then several services are analyzed to understand if the graphic developed was able to manage most of the already existing situations. PRIVATE

CLIENT > CLIENT

PAPER

QUALITATIVE

PUBLIC

CLIENT > PROVIDER

PHONE

QUANTITATIVE

PROVIDER > PROVIDER

INTERNET

PROVIDER > CLIENT

FACE TO FACE

PEOPLE INVOLVED: design team example


MANAGING FEEDBACKS & REWARDS WORKFLOW: DISCOVER DISCOVER

IDEA GENERATION

DEFINE

DEVELOP

PRIVATE

CLIENT > CLIENT

PAPER

QUALITATIVE

PUBLIC

CLIENT > PROVIDER

PHONE

QUANTITATIVE

UNKNOW

PROVIDER > PROVIDER

INTERNET

UNKNOW

UNKNOW

PROVIDER > CLIENT

FACE TO FACE

UNKNOW

UNKNOW

UNKNOW

UNKNOW

UNKNOW

SIX THINKING HATS

Different groups of people/stakeholders are examined in order to tackle new available options and open more scopes that might not have been tackled before. PEOPLE INVOLVED: design team stakeholders (clients/providers/IT)

DELIVERING

MIND MAPPING


MANAGING FEEDBACKS & REWARDS WORKFLOW: DEFINE DISCOVER

IDEA GENERATION

DEFINE

DEVELOP

PRIVATE

CLIENT > CLIENT

PAPER

QUALITATIVE

PUBLIC

CLIENT > PROVIDER

PHONE

QUANTITATIVE

UNKNOW

PROVIDER > PROVIDER

INTERNET

UNKNOW

UNKNOW

PROVIDER > CLIENT

FACE TO FACE

UNKNOW

UNKNOW

UNKNOW

UNKNOW

UNKNOW

SIX THINKING HATS

Data, information, problems, and suggestions are all collected to define new challenges. Due to the large amount of data, they are

DELIVERING

MIND MAPPING

clustered in new categories ready for development. PEOPLE INVOLVED: design team

AFFINITY DIAGRAM

Used for gathering and organizing large amounts of data

stakeholders (clients/providers/IT)

cathegory 1

cathegory 2

cathegory n.


MANAGING FEEDBACKS & REWARDS THE WORKFLOW: DEVELOP DISCOVER

DEFINE

NEW SCENARIOS

DEVELOP

DELIVERING

category 1

category 2

category n.

WHAT IF...

WHAT IF...

WHAT IF...

personas storytelling

personas storytelling

personas storytelling

The new categories will be the starting point in which new scenarios are developed from the different people/stakeholders

that

were examined.

PEOPLE INVOLVED: design team stakeholders (clients/providers/IT)

sc.1

sc.2

sc.n

sc.1

sc.2

sc.n

sc.1

sc.2

sc.n


MANAGING FEEDBACKS & REWARDS THE WORKFLOW: DELIVER DISCOVER

DEFINE

FILTERING

DEVELOP

DELIVERING

category 1

category 2

category n.

WHAT IF...

WHAT IF...

WHAT IF...

personas storytelling

personas storytelling

personas storytelling

sc.2

sc.2

A final meeting between the designers is conducted in which all scenarios are collected and filtered in order to reach a final solution.

PEOPLE INVOLVED:

sc.2

design team

sc.n

sc.1

FILTERING IS DONE ACCORDING TO A SPECIFIC SERVICE sc.1

sc.n

sc.1

sc.n


MANAGING FEEDBACKS & REWARDS THE WORKFLOW: DELIVER DISCOVER

DEFINE

VISUALISATION AND

DEVELOP

DELIVERING

category 1

category 2

category n.

WHAT IF...

WHAT IF...

WHAT IF...

personas storytelling

personas storytelling

personas storytelling

sc.2

sc.2

PROTOTYPING We deliver visualisations and prototypes to see if the proposed solutions work.

PEOPLE INVOLVED:

sc.2

design team

sc.1

FILTERING IS DONE ACCORDING TO A SPECIFIC SERVICE

stakeholders (clients/providers/IT)

sc.n

sc.1

sc.n

sc.1

VISUALISATION & PROTOTYPING

sc.n


MANAGING FEEDBACKS & REWARDS CONCLUSIONS

MANAGING FEEDBACKS & REWARDS

After - DISCOVERING - DEFINING - DEVELOPING - DELIVERING the entire process, we are sure we will find new and innovative ways in which we can make giving and receiving F&R practice as easier, enjoyable and user friendly as possible. At the same time, make them more valuable considering the differences between the users achieving the positive results for provider and user.

Creative Strategy  

Managing Feedbacks & Rewards

Read more
Read more
Similar to
Popular now
Just for you