Contextual Design for the Retail Experience
Cingular Wireless (AT&T)Because Cingular Wireless has over 1800 retail stores nationwide, it costs millions to change a procedure, to reposition products, or even hang a new sign. For a company that effectively sells the intangible concept of “air time”, how do “we ensure that our very real dollars spent on real estate are used effectively?” Read more »
Communications Strategy for Louisiana Planners
Center for Planning ExcellenceAt the beginning of 2006, Center for Planning Excellence (CPEX) was a fledgling organization in Louisiana. Primarily funded by the Baton Rouge Area Foundation and the Louisiana Recovery Authority, CPEX was charged with the oversight and coordination of sustainable community planning Read more »
Research and Sales Strategy at Resorts
Marriott Vacation Club InternationalMarriott Vacation Club International (MVCI) is wholly owned division of Marriott International, Inc. and is focused on the sales and management of Marriott vacation timeshare properties. MVCI has Read more »
Personalization for Elite Customers
Marriott InternationalLoyalty program members expect superior service, no matter what company is offering the loyalty program. When companies want customers to participate in loyalty programs, companies are expected Read more »
A New Cingular Call Center Experience
Cingular Wireless (AT&T)Like many call centers, those of Cingular Wireless (now AT&T) contain the majority of the company’s employees, represent significant costs, and form the front line of company-customer interaction. Read more »
Customer Segmentation and Brand Strategy
SI Flooring SystemsSI Flooring Systems’ PatternLok carpet backing product adds tremendous value to patterned carpet by providing structural stability, improved performance, and excellent pattern registration Read more »
Understanding Call Experiences
Marriott InternationalIn-context user research to inform the documentation of current state analysis, generate future state business requirements and a project vision, and provide a clear definition of the business issues needing to be solved. Read more »
A Strategy for Clean Air
The Clean Air CampaignIn 2004, the organic growth of the The Clean Air Campaign (CAC) web site had devolved into a mess of tangled, unrelated, content threads, and an unwieldy, unintuitive, navigation structure. Read more »